1. – Closed User Group – EBA CLEARING’s Quality Survey December 2015 Results

2. Closed User Group EBA CLEARING’s Quality Survey 2 The response rate was very high with a total of 104 user banks from 22 countries replying to the survey. Together with Spark5, an independent survey provider, EBA CLEARING addressed its user banks in December 2015. An invitation to reply to questions about relevant areas of interaction between EBA CLEARING and its user community was sent to over 2,000 contacts within EBA CLEARING’s user banks. Participants could rate their satisfaction level on a four-star scale:

3. Closed User Group EBA CLEARING’s Quality Survey 3 Results & Answers – Overall Average Ratings In line with the results in previous years, the satisfaction levels attributed to the Company’s Customer Support Services by the survey participants were very high: A total of 81% of all survey participants have reported to be “Satisfied” or “Very Satisfied” with the support provided by them, and only 2% of the users expressed any dissatisfaction.

4. Closed User Group EBA CLEARING’s Quality Survey 4 Results & Answers – Average Ratings by Category While “Customer Support” has received the best ratings with an overall average of 3.38, the lowest ratings were given to the “Integration Services” category. As a result of this survey, the “Integration Services” are currently being reviewed by EBA CLEARING with a view to improving service delivery. The review includes the SATP, E-DMRF, Provisioning as well as Test & Training support for new releases and scheduled test windows.

5. Closed User Group EBA CLEARING’s Quality Survey 5 EBA CLEARING would like to take this opportunity to thank all participants in the survey for having taken the time to respond. We highly appreciate your feedback!

6. Closed User Group www.ebaclearing.eu EBA CLEARING 40 rue de Courcelles, F-75008 Paris Tel. +33 1 53 67 07 00