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Excellent follow up by Singapore Exchange
25 May 2017 (69 views)

The head of operations of Singapore Exchange, who is responsible for the Central Depository, called me to discuss my feedback on the website of the Central Depository. We had a good discussion about the issues that I had faced and the steps needed to rectify them.

My suggestions are:
1) Give a choice to the customer to use either the One Token or SMS OTP at the time of login. There is no need to preset this option in advance.
2) Do not hide the telephone number when calling the customer. (It appears in my mobile phone as "Unknown"). Show the telephone number. Talk to the telephone company if the name of the company can be shown against the telephone number. This has not been done before, but it should be possible.

The SGX head also noted that the communication in their website needs to be improved. 

He also sought my views about discontinuing the paper statements and asking customers to get their statements online. I agree with this approach.

I congratulate SGX for their excellent response to my feedback. I hope that other big organizations can follow their example and have a senior person call the customer to talk about the feedback.


Excellent follow up by Singapore Exchange
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The head of operations of Singapore Exchange, who is responsible for the Central Depository, called me to discuss my feedback on the website of the Central Depository. We had a good discussion about the issues that I had faced and the steps needed to rectify them.

My suggestions are:
1) Give a choice to the customer to use either the One Token or SMS OTP at the time of login. There is no need to preset this option in advance.
2) Do not hide the telephone number when calling the customer. (It appears in my mobile phone as "Unknown"). Show the telephone number. Talk to the telephone company if the name of the company can be shown against the telephone number. This has not been done before, but it should be possible.

The SGX head also noted that the communication in their website needs to be improved. 

He also sought my views about discontinuing the paper statements and asking customers to get their statements online. I agree with this approach.

I congratulate SGX for their excellent response to my feedback. I hope that other big organizations can follow their example and have a senior person call the customer to talk about the feedback.