ESAS NZClear Help Desk Survey Results

Transcription

1 System Operator - Reserve Bank of New Zealand Custodian Trustee: New Zealand Central Securities Depository Ltd (NZCSD) ESAS NZClear Help Desk Survey Results June 2017 This report presents the results of the ESAS NZClear Help Desk Survey, conducted in May The survey was broken down into the following five categories: Help Desk Support General Communication Processing System Development Overall Performance Customers were also invited to give additional suggestions or comments, and finally to rate the overall service of the ESAS NZClear Help Desk. This survey was sent to all ESAS NZClear members, staff and management with valid addresses on our subscription list. 32 responses were received, compared to 30 responses for the May 2016 survey. Thank you to our members who participated in the survey. We received some very positive results with very constructive feedback. RBNZ will use the survey as a baseline going forward and we will make changes where members have made suggestions. All comments made in the survey have been downloaded into the results. Going forward if you have any issues or feedback regarding our services please feel free to contact me on or jaimee.taylor-burt@rbnz.govt.nz Regards, Jaimee Ref # v1.6

2 Q1 How do you rate our staff for being polite, approachable and friendly? Answered: 32 Skipped: 0 comment) comment) 50.00% % % % 1 Total 32 # comment) Date 1 Depends on who you get... 5/3/2017 6:54 AM 1 / 13

3 Q2 How do you rate our staff for providing accurate and timely responses to queries (i.e on first contact)? Answered: 32 Skipped: 0 comment) comment) 40.63% % % % 1 Total 32 # comment) Date There are no responses. 2 / 13

4 Q3 How do you rate our staff for having appropriate system knowledge? Answered: 31 Skipped: 1 comment) comment) 25.81% % % % 1 Total 31 # comment) Date There are no responses. 3 / 13

5 Q4 How do you rate our staff for having appropriate business knowledge? Answered: 32 Skipped: 0 specify) specify) 21.88% % % % 4 Total 32 # specify) Date There are no responses. 4 / 13

6 Q5 How do you rate the timeliness and relevance of information provided in the ESAS/NZClear newsletter? Answered: 31 Skipped: 1 Not subscribed ( specify) Not subscribed ( specify) 25.81% % % % % 2 Total 31 # specify) Date 1 Too much detailled, too long s. On the other hand we would like more notifications/reminder and highlights when mandatory actions are expected on our side (system releases, changes etc.) 5/24/2017 4:34 AM 2 not sure if we are subscribed 5/11/2017 8:57 AM 5 / 13

7 Q6 What suggestions do you have for improving the quality and effectiveness of communications with ESAS NZClear members? Answered: 6 Skipped: 26 # Date 1 The recent upgrade I felt was lacking in details. It was my first time doing the testing and I feel the instructions that were sent out were incomplete. I think the whole process should be advised at once rather than encountering issues at all stages of trying to log in and making numerous contact with NZ Clear team. If we know what to expect it may make it a smoother process 5/11/2017 8:57 AM 2 Happy with service 5/9/2017 3:38 AM 3 None 5/4/2017 1:44 AM 4 Keep doing what you are doing as this meets our needs. 5/3/2017 2:18 AM 5 N/A 5/2/ :41 PM 6 NIL 5/2/2017 8:13 AM 6 / 13

8 Q7 How do you rate our ability to provide Corporate Action information and processing in a timely and accurate manner? Answered: 28 Skipped: 4 specify) specify) 14.29% % % % 10 Total 28 # specify) Date There are no responses. 7 / 13

9 Q8 How do you rate our ability to complete processing of New Issues in a timely and accurate manner? (i.e, to create series of new fixed interest securities) Answered: 28 Skipped: 4 specify) specify) 17.86% % % % 7 Total 28 # specify) Date There are no responses. 8 / 13

10 Q9 What suggestions do you have for us to improve our processing corporate actions and new issues? Answered: 3 Skipped: 29 # Date 1 None 5/4/2017 1:44 AM 2 I would like to see info on all AIL enrolled securities. The AIL status i.e. mandatory issuer pays, mandatory holder pays, zero rated. 5/2/2017 8:25 AM 3 NIL 5/2/2017 8:14 AM 9 / 13

11 Q10 Having spent several months working with our new offshore systems vendor, the Reserve Bank is now starting to engage more actively with NZClear members on the Payment Systems Replacement programme.for example, we have ed communications on 28 February (questionnaire on NZClear functionality), 6 April (NZClear programme pricing and impact) and 13 April (proposed NZClear functional changes).our engagement with customers will become increase rapidly as the extent of systems change and the timetable become clearer (we have advised that the replacement system is scheduled to go live in early 2019).Please provide us with your suggestions regarding how we can tailor our communications to best meet your information needs regarding the replacement of NZClear. Answered: 5 Skipped: 27 # Date 1 Please avoid too much detailed communications. Stick to essential. Thanks 5/24/2017 4:37 AM 2 As we don't use all of the NZClear features, it will be good to easily be able to review those areas that affect us so a simple breakdown of processes would be appreciated. 5/3/2017 2:23 AM 3 Schedule Live Forums for Q& A 5/2/2017 8:26 AM 4 Keep up the good work 5/2/2017 8:22 AM 5 NIL 5/2/2017 8:14 AM 10 / 13

12 Q11 How do you rate our overall customer service? Answered: 28 Skipped: 4 Well above average Above average Meet expectations Below average Well below average (ple... Well above average Above average Meet expectations Below average Well below average (please comment) 39.29% % % 5 Total 28 # Comment Date There are no responses. 11 / 13

13 Q12 Do you have any other suggestions or comments that you would like to add? Answered: 2 Skipped: 30 # Date 1 Very much appreciate the help we are given as we are both remote and minimal users, of the system. 5/3/2017 2:25 AM 2 NIL 5/2/2017 8:14 AM 12 / 13