19 October 2022

Quality survey 2022: EBA CLEARING ranks high in user satisfaction

Once a year, EBA CLEARING reaches out to its users to solicit feedback on general satisfaction and on specific areas of interaction. Between 19 April and 13 May 2022, representatives of 118 financial institutions participated in this year’s survey which was conducted with the support of an independent survey provider.

Overall, EBA CLEARING received very good feedback with a general user satisfaction rate of 4.1 out of 5 and a Net Promoter Score (NPS) of 38, a score well above average in the banking sector. Users indicated they were most satisfied with data analytics and reporting (4.5/5). Furthermore, service communication (4.4/5), business continuity and resilience testing (4.3/5), release management (4.2/5), as well as the interaction with the customer support helpdesk (4.2/5) received high satisfaction rates as well.

EBA CLEARING uses the customer survey data to continuously improve service quality and user experience. Currently, further improvements to STEP2 Participant provisioning, the EBA CLEARING Customer Portal, and billing and invoicing are under way.

Thank you to everyone who responded – your feedback is much appreciated.