Chairman Guo Personally Makes Instruction on a Letter from a Grassroots Staff

The Headquarters Makes Timely Study and Response

Recently Song Jun, a staff of the CCB Jiayuguan branch, Gansu province wrote a letter to CCB Chairman Guo Shuqing, raising two suggestions on service quality and corporate image: first, upgrading the headquarters website; second, installing customer satisfaction evaluation machine at business outlets. Chairman Guo attaches great importance to the suggestions, fully recognizes the behavior of Song Jun and requires related departments to carefully study the two suggestions and make timely responses.

According to the instruction of Chairman Guo, Vice President Xin Shusen organized the Corporate Culture Department, Information Center and Personal Financial Department to carefully study the suggestions raised in the letter and required the Corporate Culture Department to write back to Song Jun on behalf of Chairman Guo and the senior management, thanking him for his care and love for CCB and encouraging more staffs to make innovation, improve services and raise the market competitiveness of CCB.

As to the website construction and webpage design, head of the Information Center indicated that the headquarters has been actively learning from the successful experiences and practice of domestic and overseas peers, listening to the suggestions of experts and staffs and continuing to upgrade. CCB’s webpage adopts the hidden menu design which is the general mode of enterprise websites and aims at making the webpage look clean yet cover various functions. In terms of the display of major business functions, the website has launched the online bank and mobile bank display functions and offered online business consultation services, which is also directly linked with the 95533 customer service center to process the suggestions, opinions and complaints of customers. For the next step an online column especially serving the VIP customers will be set up and the Q&A and business display columns will be improved as suggested by Song Jun. As to the problem of network speed mentioned in the letter, the Information Center analyzes that it may be related with local Internet environment. It will organize test of the network services of outlets as soon as possible and determine the countermeasures accordingly.

The Personal Financial Department attaches great importance to the suggestion of installing customer satisfaction evaluation machine at business outlets to improve service quality and raise service efficiency and is formulating the Guiding Opinions on Conducting Survey of Customer Satisfaction. It initially decided to launch three forms of survey on customer satisfaction throughout the bank: first, setting up an investigation group independently; second, entrusting a third-party company to conduct the survey; third, conducting the survey with equipment. Taking into consideration the high cost of installing the evaluation machine at all the business outlets of the bank, the headquarters is assessing the cost and results. Once decision is made, the three forms of survey will be conducted.

Today, CCB has become a well-known public company. To set up and implement the “customer-oriented” business philosophy, learn from the successful practices and experiences of Chinese and overseas peers, renovate products and functions, raise service quality, strengthen risk and internal control, enhance profitability and competitiveness and build sound brand image are key to the future reform and development of the bank as well as the responsibility and mission of each CCB staff. The behavior of Song Jun of raising suggestions reflects the high sense of responsibility and sound spirit of CCB staff. The Party Committee of the headquarters repeatedly advocates among all the staffs making bold innovation and striving to meet the needs of market and customers. It is hoped that all the staffs carry on the spirit of being the master, have deep love for their job and the bank, discover problems in a timely manner, raise more and better suggestions, study and work hard and make greater contributions to the development of CCB.

A letter of an ordinary staff triggers one after another moving stories in which the officials of the headquarters, various business departments and grassroots branches and their staffs work together to solve one problem and strive for a same objective. The stories are still continuing.