Ping An Insurance Named the Favorite Brand
Ping An Insurance was recently named the favorite brand in the insurance sector by a national consumer poll in respect to the company’s service standard, reputation, corporate image, customer satisfaction level and market competitiveness.
This consumer poll was organized by the Market Information Centre of the People’s Daily and co-sponsored by over 100 industry associations as well as the China Quality and Brand magazine. The questionnaire was posted on many popular websites, such as People’s Daily Online, Sohu.com and sun315.com, from 1 January 2004 to 31 January 2005, reaching people in over 30 provinces, cites and autonomous regions. The questionnaire covered 15 areas, including service quality, reputation, right protection, environment, consumption preference, market competitiveness, market potential, corporate image, etc., and was well received by consumers.
Ping An was top ranked in many categories such as service, reputation, corporate image, satisfaction level and market competitiveness. With a 95% satisfaction rate, Ping An was also named the favorite brand in the insurance sector. Other companies that received the award included Haier, Samsung, China Unicom, Shell China, China Post and GF Fund Management.
“The results of this poll have further demonstrated Ping An’s success in providing value added services and comprehensive protection to its customers.” Said Mr Sun Jianyi, Ping An’s Vice Chief Executive Officer.
Every time when there is a disaster, such as the Baotou air crash in last November or the coal mine accident in Liaoning last month, the Ping An team immediately went to the site, comforted victims, collected information of affected people and efficiently handled compensation. At the end of last year, when the tsunami hit the Indian Ocean, Ping An immediately put its Global Emergency Assistance System into action and activated its 95511 Global Emergency Hotline in four countries, including Singapore, Thailand, Indonesia and India. Ping An Global Emergency Assistance has also proactively sought out any Ping An customers who might be in need by contacting local hospitals and respective embassies as well as dispatching medical teams to locations where there might be a high concentration of Mainland Chinese tourists. At the same time, Ping An has provided insurance coverage to the medical teams and a donation of over RMB1 million from its employees.
The company’s objective has always been to, “Provide the best service to customers anytime, anywhere and in any way.” In 1996, Ping An launched the “Customer Service Month” program, which was scaled up to the “Customer Service Festival” in 2000. This year, Ping An celebrated the 10th anniversary of its “Customer Service Festival” and has become a trend setter in defining customer service. Programs in the “Customer Service Festival” included customer interviews, a charity walk, national compensation, VIP services, an article writing competition, community service, value-added service, etc., which were all well received by customers. With continued dedication to community service and giving back to society, Ping An was the only financial institution to receive the 2004 China Best Corporate Citizen Award.
“The consumer award is a great achievement for Ping An and we would like to thank all consumers who have voted for the Company. Ping An will continue to strengthen its R&D, marketing and customer services to meet the needs of our customers and society. “ Said Mr Sun.
