Delighting and engaging customers
Customer advocacy is the foundation of our Customer Service and Consumer Protection frameworks. We work hard to make our customers happy and engage them to know what they need, how we can help them, and how we can create great customer experiences. By advocating for our customers, we earn their loyalty and enjoy the reward of mutual advocacy.
Maintaining high customer satisfaction levels takes continuous team effort. We have dedicated teams, systems, and programs in place to understand the expectations and requirements of our customers, measure how well we are satisfying these expectations and requirements, and develop service and product standards based on the findings.
In 2018, we ran customer satisfaction surveys across our branch network and through our phone banking service, China Bank TellerPhone. The annual branch survey measured customers’ level of satisfaction with their branch banking experience, while the China Bank TellerPhone survey, measured the calling clients’ level of satisfaction with how our Phonebankers handled their inquiries and concerns.
We view customer complaints as opportunities to improve our services. We are committed to resolve complaints to our customers’ satisfaction, within the turnaround time set by the Bangko Sentral ng Pilipinas (BSP), and in line with our Consumer Protection Framework. Our consumer protection risk management system ensures that CCC, our designated Consumer Assistance Office, is on top of all customer concerns and reports material complaints to the Risk Management Group and the Board.
Our centralized complaints management program enables us to facilitate successful coordination among teams to investigate the root cause of issues, identify resolutions, and develop action plans.
In 2018, 97% of the complaints were resolved within BSP’s standard turn-around time. This is a 3% improvement from the previous year’s 94%. We received the 2018 Pagtugon Award for Universal and Commercial Banks from BSP in recognition of our outstanding performance in responding to customer concerns.
We provide a safe and secure banking environment for our customers. We have technologies, policies, and protective mechanisms in place to guard our IT network and digital channels against cyber attacks.
We are committed to protect our customers’ confidential information. As a general policy, customer’s information cannot be shared with a third party unless there is a written consent of the customer, or in cases where disclosure is required (Anti-Money Laundering Law, Credit Information System Act, court order, BSP examination). We regularly review and update our Information Security Policy to ensure our strict compliance with applicable laws and regulations.
Communication is a vital tool to strengthen our brand value and connect with customers. We are committed to providing clear, accurate, truthful, and accessible information not only to promote China Bank, but more importantly, to encourage saving and how to fully benefit from our banking products and services, and to help customers make informed financial decisions. We are continuously improving our communications to engage our customers across all media and platforms.
Our customers can reach us anytime with their banking concerns.