Introduction The release survey focused on five primary categories: - Release launch
- Release aspects
- Communication
- Support
- Future interface strategy
In the survey, customers rated their levels of satisfaction on a scale ranging from “very satisfied” to “not satisfied at all”. Percentages represent the amount of given ratings of 1 or 2 based on the German grading scale of 1-6, where 1 is the best. Deutsche Börse conducts a survey after each major trading system release to gauge customer satisfaction levels with the services and support provided in the pre-launch period and the release launch itself. The survey covers several areas, with a particular focus on technical support. Deutsche Börse is committed to providing a best-in-class customer experience and customer support is essential to building lasting partnerships. The information gathered in the survey is used to improve procedures and enhance customer satisfaction. The electronic questionnaire was distributed to 446 technical contacts of which 211 responded (47 percent). Customers were particularly satisfied with the technical support services and communication. Release launch The unexpected and late decision to delay the release launch by one week due to third-party readiness issues led to some complications on the customers’ side. Notwithstanding this, members were quite satisfied with the Eurex 13.0 release launch overall (87 percent). Deutsche Börse thanks all members for their cooperation and understanding in this matter, and will do its utmost to help avoid such delays in the future. Release aspects Customers were satisfied with release technology (90 percent), the given simulation window (90 percent ), the release functionality (88 percent ) and the reliability of the software (88 percent ). The stability and functionality of the Eurex software is something the customers feel they can rely on. Communication The means of communication are a mix consisting of various information media and individual interactions. Both phone and e-mail were considered the most well known and best methods of communication (92 percent and 91 percent , respectively). Customers appreciated the quality of interactions; considering them clear and comprehensive. The web portal is currently the least preferred medium of communication; often perceived as confusing. However, those who are more familiar with it do appreciate the opportunities it offers. A redesign of the portal is in process; a major goal of which is to improve usability. Support As technical complexity increases, support remains critical in developing mutual understanding. Customers continue to rate the technical support offerings highly (92 percent). The Technical Account Management concept is now well established and customers appreciate the social and skill continuity this brings. Numerous comments praised the active role of the Technical Account Manager in introducing and explaining the new release, the required integration activities and launch day follow-ups. Future interface strategy Most respondents have stated that they already knew of the upcoming new interface strategies. However, 31 percent were unaware, indicating the need to raise awareness and the visibility of upcoming changes. 49 percent of respondents already use or plan to migrate to the existing Enhanced Transaction Solution and Enhanced Broadcast Solution, 43 percent have no migration plans as of yet and the remaining 8 percent intend to take advantage of the new interfaces. Members consider interface adaptations and third-party/vendor readiness as the most critical processes in the scope of the migration to the new interfaces. Quite a few customers expressed their eagerness for the standardized FIX interface. Conclusion Overall, satisfaction has improved almost across the board compared to the previous release. However, as always, there is room for additional improvement. The invaluable customer feedback provides a better understanding of what is being done well and where development is needed. The survey has highlighted the need to improve aspects of the web portal; to familiarize customers with its advantages and promote its use through one-on-one or group training.
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