ICBC Won Golden Award of "China Customer Care and Public Service Yardstick Company"

In the results of "2005 China Customer Care Conference and China Customer Care Yardstick Company Selection" just announced, ICBC finally came out first and won the Golden Award of "China Customer Care and Public Service Yardstick Company".

China Customer Care Yardstick Company Selection is the highest industry event in domestic customer care and management. The concern of this year is "Prevalent service in China society and customer care improvement in China companies". The event attracted wide domestic attention. Altogether there were 407 companies participated in the review, including many multinational corporations and listed companies from 15 industries. The competition was every fierce.

ICBC has compiled its sophisticated application composed of 43 questions divided into four sections: Customer Care Strategy, Customer Care Implementation, Customer Care Effect and Call Center Study. ICBC also actively worked with Selection Committee in many rounds of case study, customer call-in review and expert review.

After systematic and detail evaluation, Selection Committee gave full accords to ICBC distinctive customer care presence, advanced customer care implementation strategy and high degree of customer satisfaction and social recognition. Finally, the committee decided to give ICBC the Golden Award of "China Customer Care and Public Service Yardstick Company".

During the Award Ceremony of "2005 China Customer Care Yardstick Company Selection", Mr. Chen Wei, Deputy Director of Economic System Reform and Economic Operation Department of Ministry of Information Industry, presented the Award to ICBC and gave very high remarks to ICBC customer care and management on behalf of Selection Committee.

Mr. Chen said: "Based on the market position of 'Your Handy and Creditable Bank', ICBC offer graded, differential and prevalent services for ordinary customers, middle-class customers and senior customers according to their different banking needs. Based on its complete customer relationship management system and multi-channel, all round customer service system, ICBC offers quality financial products and services according to customer needs.

ICBC leads all the domestic banks in terms of their centralized management of customer data and unified service platform. Through many years of efforts, ICBC gained a high degree of market recognition and customer satisfaction".

Wining Customer Care Yardstick Company this time not only indicated ICBC leading customer care and service standard, but also showed that ICBC incessant efforts in customer care implementation strategy in recent years had finally received full recognition from all fields of the society. The winning also pose a significant move of ICBC to further build its social recognition, uphold its industry image as a leader, as well as improve customer satisfaction and loyalty.