25 January 2024

EBA CLEARING quality survey 2023: very positive ratings throughout

Between 12 September and 15 October 2023, EBA CLEARING reached out to its users to solicit feedback on general satisfaction and on specific areas of interaction. Representatives of 118 financial institutions participated in the annual survey, which was conducted with the support of an independent survey provider. 

EBA CLEARING received excellent feedback with a general user satisfaction rate of 4.2 out of 5 and a Net Promoter Score (NPS) of 48, ten points higher than the previous year and a score well above average in the banking sector.  

Users indicated they were most satisfied with release management in EURO1/STEP1 (4.4/5), service communication, business continuity and resilience testing, and the EBA Insight Newsletter (all 4.3/5). 

EBA CLEARING uses the customer survey data to continuously improve service quality and user experience.  

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

All EBA CLEARING service users can download an infographic with the general satisfaction results of the survey.