2021 ESG Report
41 2021 ESG Report
Enhance Customer Experience
CSRC Bank always puts customers' rights and interests in the first place and strives to improve the quality of
customer service. In recent years, we have been using technology to innovate our ways to provide more intimate and
convenient services to customers.
Create Caring Services
In order to create attentive services and further enhance customer experience, CSRC Bank formulated the Lobby
Management Manual and Lobby Service Manual, customized service processes and requirements for special groups,
made standardized guidance for lobby service personnel, and renovated and improved lobby equipment. In addition,
we actively organize various activities to enrich people's life.
2
·常银直播
E32
就是诈
家百姓家
CRCBANK 42
●常银直播间
常熟市第一人民医院医共体 健康促进中心
常熟一院 专家团队
走进「常银直播间」
Improve the hall equipment: set up mother and baby room, disabled access, open a love special window in the high
counter, enrich convenient goods and equipment in the convenience area, such as first aid medicine box, blankets,
wheelchairs, baby chairs, crutches, peace of mind service cards, braille cards, different degrees of presbyopic glasses,
etc., as well as the use of the Drip Language APP, etc., to provide special people with peace of mind, comfort and
convenient services.
Changshu main venue activity of the
"Five Five Shopping Day Shopping Festival"
Health science live event
To carry out "Service Improvement Year" activities: to carry out self-assessment work of each branch, and to carry
out rectification work for 30 branches; to improve the quality of lobby management of the whole bank, and to create
"elderly friendly branch", "party, government and people's business" and "workers' station" characteristic branches;
to set up role models, strengthen publicity, and drive the whole staff to improve service quality by the power of role
models, and at the same time to carry out service sharing sessions, and to exchange and learn from excellent service
experience and cases in the whole bank.
Case
CSRC Bank actively improves elderly-oriented services at its branches
Children's reading area
Relying on Changyin Life to create a closed loop of points' redemption: through the inclusion of local enterprises,
merchants and farmers, CSRC Bank's business and activity points can realize the self-circulation within our customers
and enhance customer service capability.
Using Chang Yin Life APP to carry out various live activities: participating in "Human World Fireworks with You,
the main venue of Changshu "Five Five Shopping Day Shopping Festival", hosting the financial knowledge live
event of the provincial federation "Watch out for money laundering traps", carrying out a series of health science
popularization live activities jointly with the Changshu First People's Hospital, and helping to carry out a special live
broadcast of Xu City's Mutton Soup Festival.
CSRC Bank actively promotes the virtue
of respecting the elderly, and selects
two institutions, Dongbang branch and
Meili branch, as the benchmark outlets
for building elderly-oriented services.
Through a series of measures such
as the renovation of elderly-oriented
facilities, improvement of the items,
establishment of exclusive service teams
and improvement of elderly-oriented
service processes over a period of two
months, both branches were awarded
the title of "Quality and Civilized Service
Elderly-Oriented Outlet" in the final
evaluation, which provides experience for
the promotion of elderly-oriented services
in the next stage.
尊老公益区View entire presentation