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

In the results of "2005 China Customer Care Yardstick Company Selection" just announced, ICBC finally singled out among all the participating companies and received the Golden Award of "China Customer Care and Public Services Yardstick Company". ICBC was in the first place on the winning list.

This selection was jointly organized by Call Center Leadership Committee of Ministry of Information Industry and China Electronic Chamber of Commerce. It is the highest industry event in domestic customer care and management field. Altogether there were 407 companies from 15 industries participated in the review, including many renowned transnational corporations and listed companies. The competition was every fierce. Finally, Selection Committee decided to give ICBC the Golden Award of "China Customer Care and Public Service Yardstick Company" based on systematic and refined review.

During the Award Ceremony, Mr. Chen Wei, Deputy Director of Economic System Reform and Economic Operation Department of Ministry of Information Industry gave very high remarks to ICBC customer care and management on behalf of the 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 offer 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".

After receiving the award, ICBC Person-in-charge stated that winning 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.

In his introduction to the reporters, ICBC Person-in-charge mentioned that ICBC had adopted a series of measures to improve customer care and management standard. It is a reflection of all-time innovative and entrepreneur spirit in ICBC. Firstly, ICBC took advantages of its strong technological network and centralized data to establish CRM, a Customer Relationship Management System hosted the biggest volume of customers in China. Based on this, quality financial products and services were offered according to customer needs in order to continuously step up ICBC service quality. Secondly, ICBC established a leading Customer Care Center in the industry by applying IT technology. Customer can anytime now call ICBC nationwide Telephone Banking number "95588" or logon www.icbc.com.cn to visit ICBC China website at anytime to enjoy ICBC business services, make suggestions and recommendations on ICBC products. ICBC advanced E-banking System and professional customer service representatives will respond to all customer requests as soon as possible. Moreover, ICBC also regularly make re-visits to customer through phone, mail, short messages or call-in in order to timely grasp the full picture of opinions and recommendations from customer on ICBC services. ICBC has professional experts of customer manager to maintain contacts with VIP customers so that they will enjoy quality, close and convenient services.

This person-in-charge strengthened that ICBC was aiming to offer quality banking services to all customers by further improving its customer services and customer care on the basis of strong E-banking platform and through its advantages in business outlets, technology and dedicated staff.