Close to the customer
DSI is a foundation of and for the financial sector. The opinion of professionals and participants about our services is very important. We chart this periodically through customer satisfaction surveys (KTO).
Convenience, reliability and customer satisfaction
In 2022 and 2023, DSI conducted KTOs in collaboration with research firm MWM2. These online quantitative surveys aim to reveal areas for improvement in DSI’s services. The (anonymous) results have since been incorporated into an action plan with which we intend to improve DSI’s convenience, reliability and customer satisfaction in the coming years.
DSI conducted two surveys: KTO Participants and KTO Certification
KTO Certification
The KTO Certification is continuously conducted among DSI (candidate) certificants who (re)register for one of the eleven DSI registers. Although the certification process is perceived as laborious, (candidate) certified individuals are satisfied with the helpful customer service and the overall assessment of certified individuals is moderately positive.
KTO Participants
We conduct the KTO Participants once a year among a (fixed) group of contact persons of financial institutions that are DSI participants. Participants see DSI as having integrity, expertise and reliability. There are opportunities for increasing customer satisfaction by facilitating getting employees certified with DSI.
Operational Excellence
Feedback from certified and survey participants clearly shows that the process of becoming certified takes more effort than desired. With “convenience, reliability and customer satisfaction” as our guiding principles, we focus on improving our services from an excellent administrative organization and customer-oriented service. Together, this is our Operational Excellence.
Improvement Process
The initial outcomes have been the start for setting up a DSI project team. The goal of this project is to continuously improve based on the KTO outcomes, such that convenience, reliability and customer satisfaction improve.
In doing so, we determined three focus areas for 2023:
- Improving our Operational Excellence
- Facilitate applying for certification
- Clarify our communications about applying for and changing certification
Improving our Operational Excellence
- We have optimized the entire process of applying for and changing a certification: see process certification application optimized
- Our Customer Care team now consists of three CCO staff who can be reached daily via mail and phone for certification questions. This has resulted in faster handling of questions via mail and phone. By now, everyone receives a response to a question via mail and an employee on the phone immediately within 1 business day.
- Screening as part of a certification application is performed entirely by Validata: see www.dsi.nl/screening
Clarify our communications
- We have mapped out the steps for changing a certification in several infographics: see changing certification.
- We have also mapped the application and modification of certification by ZZP-ers: see applying for certification as a ZZP-er
