On behalf of the entire Euroclear group, I would like to thank all of you that took part in our 2011 Annual Client Survey. We value the feedback you provided through the survey and appreciate the time you invested in completing it.

 

The response rate was even higher than the previous year, with strong results across the group. Many of our service improvements are recognised, and you continue to value the safety and risk protection offered by Euroclear. We are particularly encouraged to see that more clients than ever would recommend Euroclear to others.

 

As you know, Euroclear supported UNICEF in 2011 and made a charitable donation for every completed survey. These donations, along with other sums raised by Euroclear, will go towards supporting disadvantaged children around the world.

 

Key strengths across the group

 

The benefits of our shift in approach towards delivering service enhancements quicker and more frequently were widely acknowledged in the 2011 survey results.

 

Many of you praised the new e-Forms, our asset servicing enhancements and improved communication during temporary service disruptions. You regard our main strengths as:

 

• Our people – You like the human touch offered by Euroclear and value working with us to build partnerships.
   
• Safety and risk protection – You continue to view Euroclear as a low-risk and reliable post-trade service provider.
   
• Market expertise – You appreciate our understanding of the many and varied market practices and the assistance you receive from us in this area.
   
• Account opening and contractual processes – You recognise positive improvements compared with last year and encourage us to keep our focus on these processes.

 

Areas for improvement

 

Your honest feedback drives our priorities and this year you will see increased attention to the following areas, where you told us we could still further improve:

 

• Strategic initiatives – You would like to see more two-way communication regarding the development of strategic initiatives.
   
• Connectivity channels – You want us to communicate our connectivity strategy more effectively and move towards web-based communications channels.
   
• Client service – While many of you praise the knowledge and overall helpfulness of our staff, we can still do more to improve the speed of our responses.

 

Working together

 

Across the Euroclear group, we take our 'post-trade made easy' mission seriously. Thank you once again for participating in the Annual Client Survey and we look forward to your continued feedback throughout the year.

 

Yours sincerely 

 

Frédéric Hannequart
Executive Director Member of the Management Committee

 

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