Responsible Selling & Marketing

• Our policies
• Our performance

Our performance

Our aim of building loyalty through responsible selling and marketing was strengthened by the good progress we made in 2007.

As a result, in Hong Kong, Consumer Banking credit cards are now processed in 40 minutes, down from 48 hours.

In 2007 we set ourselves a target of maintaining our Loyal and Positive Index over 80%. We achieved 84% and plan to focus on improving the share of loyal customers in the coming year.

We want to gear sales towards building a sustainable, long-term relationship with customers. The new scorecard will help us achieve that, being designed to strike a better balance between sales, service and regulatory compliance.

We continue to focus on listening to our customers through our Voice of the Customer programme and we strengthened our training and systems around customer feedback.

In 2008 we will continue to improve quality and reduce cycle time through Outserve Plus and embark on strengthening financial literacy programmes to enable customers to manage their assets in volatile markets.

Our Sustainability Review 2007 (PDF, 2.3Mb) contains detailed information about our performance and metrics (PDF, 35kb) in this area last year.