Eurex Release 14.0
Results of the Customer Satisfaction Survey after Eurex Release 14.0
The release survey focused on four primary categories:
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 technical contacts from 453 business partners of which 222 responded (49%). Customers were particularly satisfied with the technical support services and communication.
Customers were satisfied with release technology (89%), the given simulation window (89%), the release functionality (88%) and the reliability of the software (86%). The variety of comments shows that customers employ a broad spectrum of technology and functionality offerings, and noted their stability. Ratings for innovative enhancements, latency and capacity were 66%, 71% and 69% respectively.
The means of communication are a mix consisting of various information media and individual interactions. Circulars and e-mail communication were given the highest approval (85% and 81%, respectively). Customers appreciated the quality of interactions; considering them clear (84%), complete (87%) and timely (93%).
With the introduction of new interfaces and a migration to new technology paradigms, support remains critical. Customers continue to rate the Customer Technical Support offerings highly (92%). The Technical Account Management concept is now well established and customers appreciate the friendliness (94%), expertise (90%) and availability (89%) of support.
The Eurex release and launch processes are well established and consistent, a fact that was attested to in customer comments. Overall, members were very satisfied with the Eurex 14.0 release and launch (92%).
The survey concluded with three one-off questions. The most interesting finding concerned customer plans for migrating away from the VALUES API platform. The question on the decommissioning the MISS server raised awareness of the issue and led to several follow-ups with customers.
Overall, the assessment from customers in this survey cycle is positive, and is in line with previous years. 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 scale of the survey allows for gathering information on a mass scale, and its results are distributed and taken into consideration throughout the company.