As a global company active in financial markets around the world, we believe that Moody’s Corporation has a responsibility to our stakeholders and to the communities where we live and work. Our commitment is built on the deeply ingrained sense of social responsibility among our employees and the recognition that our company grows stronger by helping to advance local communities, business practices and individual lives around the world.
Stakeholder engagement is essential to understanding how the business decisions we make affect those around us. Via annual phone and online surveys, we ask both internal and external stakeholders their views on the company’s strategy, management, competitive position and more. Their responses inform Moody’s management on the issues most impacting stakeholders’ assessments of the company as an investment, a supplier of financial data and a place to work. We also use the results of these surveys to update the materiality study we completed in 2012.
We ask asset managers and sell-side analysts what makes Moody’s an appealing investment and their opinion of the company’s strategic direction. Based on our ongoing investor outreach, we believe some of the most significant factors driving investors’ decisions about Moody’s are our reliable cash flow generation, as well as credible and capable senior management team.
Customers are asked to rate Moody’s performance versus the competition. This survey is conducted blindly so we receive an unbiased view of our strengths and areas for improvement. For customers, the research shows that the most important aspects about Moody’s include the accuracy of our ratings, the quality and insightfulness of our research and our high-caliber analysts, who communicate clearly and are responsive to customer questions. There is a high correlation between these attributes and overall Moody’s customer satisfaction.
Every year we ask our employees to share their views on Moody’s work environment by completing our Business Effectiveness Survey. This survey asks employees for their opinions about the company’s management, its strategic direction and working at Moody’s. In 2015 as in previous years, employees told us that it is important to be treated with respect and dignity, that Moody’s is fair and honest in its business dealings, and that management values the contributions of all employees.
Moody’s serves large financial institutions around the world operating in global financial markets. Customer satisfaction is inextricably linked to the quality and reliability of our services. Whether our customers rely on our credit ratings or risk management offerings, we strive to provide them the best experience possible from their first contact with us. We measure satisfaction not only by customers’ assessment of the quality of our products and services but also by their evaluation of our responsiveness and service.
Customers gave Moody's its highest marks in seven years, spanning key strategic attributes across all of the regions where we operate.
Customers continue to report that we are fully meeting or exceeding their expectations. They cite Moody’s expert analysts as the top driver of their satisfaction. Additionally, they point to the breadth, depth and timeliness of our research; the availability of our analysts; and our excellent customer service as drivers of their satisfaction.
Additionally, all stakeholder groups surveyed indicated that operating with integrity is critically important to Moody’s success. By upholding the highest ethical standards, the company will deliver on investor, customer and employee expectations and succeed in our mission to be the world’s most respected authority serving risk-sensitive financial markets.
