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000|Example 107|Foreign exchange 102|Pre-trade/trading 149|Front office servicing 152|Mid/back office scope 127|Trade processing 146|Income processing 147|Corporate actions processing 153|IBoR 148|P&L 150|Retail-level custody 151|Insurance investment accounting 121|Depositary/Trustee 114|Fund admin: traditional 120|Transfer agency 132|Fund admin: alternative 130|Investor servicing/TA - alternative 117|Securities clearing 136|Derivatives clearing 101|Safekeeping & Network 103|Settlement 123|Custody risk & fees 104|Corporate actions 105|Income 106|Tax 109|Proxy voting/Class actions 154|Proxy voting 155|Class actions 112|Master custody 110|Sec lending/cash financing 131|Collateral/liquidity management 124|Institutional client reporting 118|Portfolio accounting/valuations 142|Investment performance 108|Liquidity management 134|Compliance monitoring 135|Regulatory reporting 115|Instructions 144|Reporting 126|Service standards 145|Service delivery 000|Example 107|Foreign exchange 102|Pre-trade/trading 149|Front office servicing 152|Mid/back office scope 127|Trade processing 146|Income processing 147|Corporate actions processing 153|IBoR 148|P&L 150|Retail-level custody 151|Insurance investment accounting 121|Depositary/Trustee 114|Fund admin: traditional 120|Transfer agency 132|Fund admin: alternative 130|Investor servicing/TA - alternative 117|Securities clearing 136|Derivatives clearing 101|Safekeeping & Network 103|Settlement 123|Custody risk & fees 104|Corporate actions 105|Income 106|Tax 109|Proxy voting/Class actions 154|Proxy voting 155|Class actions 112|Master custody 110|Sec lending/cash financing 131|Collateral/liquidity management 124|Institutional client reporting 118|Portfolio accounting/valuations 142|Investment performance 108|Liquidity management 134|Compliance monitoring 135|Regulatory reporting 115|Instructions 144|Reporting 126|Service standards 145|Service delivery

View reports for client service
complete:
1  Unacceptable
2  Very poor - always fails to meet expectations
3  Poor - often fails to meet expectations
4  Satisfactory - sometimes meets expectations
5  Good - often meets expectations
6  Very good - always meets expectations
7  Excellent - consistently exceeds expectations

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Service standards specified

The provider specifies, in the form of a Service Level Agreement (SLA), the standards which will be met in delivering the service - including standards expected from the client.


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Standards contractually binding

The provider includes in the contract the agreed service standard.


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Reporting against KPIs

The provider delivers reporting against the agreed service standards by reference to Key Perfomance Indicators (KPIs).


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Other feedback

Year-on-year performance, improvements needed...
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