From Customers’ perspective
Being responsible for customers means upholding the philosophy of “service first and providing reliable protection”: for Ping An has a deep understanding of customers’ demands, it leverages new techniques and skills to drive the development of financial service industry; besides, it provides a wide range of financial offerings, simple and convenient financial service experience as well as various value-added services to benefit the public and improve customers’ satisfactory degree. Ping An will constantly endeavors to provide customers with comprehensive, professional and personal products and services.
As of December 31st, 2014, the general satisfactory degree of Ping An Life Customer Services is 93.00%; the satisfactory degree of Ping An P&C is 96% and the satisfactory degree of Ping An Annuity is 4.59 points (full mark of 5 points)
DetailsServices And Lifestyle
Customer Experience ：
Backed by mobile Internet technologies, we think out of the box and use some platforms such as WeChat and app as our normal service methods; we expand our self-help offerings to make our services more efficient, convenient and comfortable.
In 2014, we had introduced the net promoter score (NPS) system as a core indicator to review the improvement of customer experience; the Group had established the Brand and Users’ Experience Management Committee to drive subsidiaries to establish relevant organizational structure to improve NPS. Driven by NPS, we constantly roll out new service initiatives, upgrade service standards, and adhere to the principle of “credit first and responsibility-oriented”.
In 2014, Ping An Life had introduced the “Chief Experience Officer” mechanism and recruited 94 service experience officers from its customers; besides, PAL has leveraged the activity of “to find ideas around you and help us to improve better customer experience” and organized some symposiums with customers to broadly collect suggestions and then implemented these suggestions to improve customer experience.
Services And Lifestyle：
In the era of mobile Internet, we constantly improve our offerings and services, create brand new platforms, expand the targeted customer base and eliminate the asymmetric information, trying to provide services in a more transparent way; by leveraging data analysis and other approaches, we have a precise way to understand customers’ demands; using Internet thinking, we have developed products in new forms.
We endeavor to create value for customers and fulfill our promise of“expertise makes life easier”
In 2014, our innovative Internet finance business is developing fast; with the focus on customers’ demands for Health, Food, Home, Auto and Entertainment, we had engaged in customers’ life scenarios, established Internet finance platform and formed four markets for asset trades, point trades, auto trades and property trades, taking “The One Account” as the core focus on assets, using electronic health records and Ping An Health Butler app as the core focus on healthcare industry, bringing the“anywhere door” to “financial supermarket and quality life” for customers.
Improvement of offline service outlets
Ping An Life has fully improved the counter services and invented the outlet reservation services for the first time in the industry, which helps customers save their waiting time when they comes to the counter. 2.55mn customers have enjoyed the personal service facilities and customized services in Ping An Life outlets and a survey shows that the customers’ satisfactory degree is as high as 93%.
Ping An Bank has established intelligent flagship stores in Shenzhen and Shanghai, to align with customers’ needs and leverage large laser screens, lifecycle walls, intelligent wealth management tables and other cutting-edge technologies to provide an as-easy-as-possible experience to customers, which enables customers to comfortably find a financial solution they want.
Upgrade of existing online financial platform
Ping An Bank has released Ping An Pocket Bank version 2.0, which is dedicated in providing users with secured, fast and convenient integrated financial services as well as creating an innovative platform and channel for Ping An mobile financial services.
In 2014, the users of Ping An Bank Mobile Bank reached 5.4mn (including Pocket Bank, Ping An Life app and direct banking users) with 61.07mn transfer transactions and 1.8593 trillion of total transfer amount.
With the release of TOA app (an application based on the super online banking system and integrating different bank accounts) in 2014, TOA became the first one-stop combined asset account management platform at home. As of December 31st, 2014, the users reached 40mn and TOA became the biggest open asset and account management platform released by financial institutions.
Inclusive Finance ：
In 2014, besides of main businesses, we also paid attention to the people's livelihood and the disadvantaged, leveraged technologies, developed and provided inclusive products and convenient services as well as played the leverage role of financial institutions in solving social and economic issues.
Ping An Bank has established Small Business Financial BU, which is dedicated in providing professional and comprehensive integrated financial services to micro and small businesses; by leveraging innovation in products, reasonable pricing, reconstructed processes and other initiatives, it constantly launches dedicated products and enable the full coverage of customers’ service demands from financing, settlement to value-added services. Meanwhile, based on the powerful IT platform, based on the standardized, professional and work-flow-based operating models, it has comprehensively improved the micro and small business workflow, so as to improve the service efficiency and fulfill the commitment on TAT.