Bangkok--12 Dec--SET Thailand Securities Depository Co., Ltd. (TSD)’s research found that customer satisfaction rose slightly from 78.50% at end-2005 to 80.62% in 2007, after TSD’s re-branding and systemic changes. The depository aims for 85% satisfaction in 2008. TSD has conducted customer satisfaction research since 1999 and, in 2007, hired the Gallup Organization to survey both satisfaction and attraction towards the company, TSD CEO Ms. Sopawadee Lertmanaschai said. On a five-point scale, the average satisfaction score for institutional investors was 3.91 and, for retail customers, 4.16. TSD counter service scored highest at 4.44, followed by bond registration at 4.30 and e-Dividend at 4.26. On customer engagement, the average was 3.89 - similar to the score in 2005. For this item, institutional investors scored TSD at 3.96 and retail customers gave 3.80. Engagement rankings from securities firms, custodians and asset management companies improved on the earlier survey. “When there is change in any organization, customers must adjust to new ways of doing things, and this may make many uncomfortable in the short-term. Thus, this year’s results are better than expected, and are a good sign that clients are rapidly getting used to our new brand and more effective ways of serving them. We delayed the research until after the re-branding process (in 2006) and the post-trade integration system were settled, and had expected to simply maintain the 2005 approval levels. “These scores motivate us to continue to develop increased customer satisfaction, focusing particularly on efficient communication, speed-of-service and user-friendly systems. The study confirms that TSD gives equal priority to each customer segment,” Ms. Sopawadee said. For more information, please contact TSD Business Relations Unit Ms. Chantanee Pongkrasin Tel: 0-2229-2896 Email: [email protected] http://www.tsd.co.th