2022 Interim Results
| Continuously Strengthened Consumer Rights Protection
.
•
complaints
Adhered to the "people-centered" development idea and "customer-centered" concept to
continuously strengthen the construction of consumer right protection capabilities
Attached great importance to customer
complaints management
Strengthened detailed management of
Increased the frequency and intensity of
complaint notification
Formed a one-to-one complaint analysis and
diagnosis report for branches
Continuously strengthened the application of
complaint data analysis
Further strengthened complaint handling and
management training
•
•
.
.
Proactively carried out consumer
rights protection publicity and
education work
Promoted a series of publicity activities themed on
"Warm Consumer Rights Protection"
Organised and carried out financial knowledge
education activities
Created a digital consumer rights protection education
section
Conducted special education activities among key
customer groups
Created a system of consumer protection courses
which were well-received among employees
● 中国建设银行
China Construction Bank
Ecc
•
Continuously improved the review and
management of consumer rights
protection
Conducted strict inspection into the process and took
consumer rights protection inspection as the key measure in
the entire consumer rights protection process
Developed an online consumer rights protection review
system, integrated and reconstructed the online process of
consumer rights protection inspection in the Bank
Provided tailored products and services for specific consumer
groups
40
40
•
Enhanced customer information
security management
Conducted re-examination of the rules and
regulations and product service agreements
Continuously improved the control mechanism of the
personal information security management system
Regularly carried out employee warning and
compliance education activities
Optimised services for special
client groups such as the elderly
•
•
•
Built "special service outlets for the
elderly"
Equipped with intelligent characteristic
equipment
Deepened characteristic service for the
elderly
Innovated characteristic products for
the elderly
2022 Interim ResultsView entire presentation