My first Publication ocbc_ar17_fullreport_english | Page 49

ENGAGEMENT
METHOD FREQUENCY
• Surveys conducted by in-house market research team to obtain customer
feedback and benchmark against competitors
• Focus groups and in-depth interviews and workshops
• Customer complaint tracking
• Usability testing using specially-built prototypes • Monthly tracking of service level
performance across various channels
and customer complaints
• Annual benchmarking against competitors
for individual and corporate clients
• Bi-monthly reporting to
senior management
• Regular customer interviews and
usability testing
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• Employee Engagement Survey
Quarterly e-mails from Group CEO on OCBC’s accomplishments and objectives
Divisional town halls
Internal newsletter — OCBC Teller
Focus groups and skip-level sessions to obtain continuous feedback • Biennial Employee Engagement Survey
• Ongoing engagement at the division and
department levels
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• Financial reports and disclosures
Annual Report
Announcements on OCBC Bank’s website
Announcements via SGXNet
Results briefings and webcasts
Annual General Meeting with shareholders
Meetings, conferences and roadshows
Corporate Day • Quarterly briefing for earnings
announcements
• Annual Report
• Annual General Meeting
• Regular meetings with investors
• Volunteer activities that provide assistance to beneficiaries and support
the environment
• Events that engage the community at large
• Collaboration with partner organisations
• Evaluation and disbursement of donations and funds to beneficiary groups
and ground-up efforts
• Training workshops to help community members apply for funds from
OCBC for ground-up environmental efforts • Regular disbursement of donations
and funds to charity partners and
educational institutions
• Regular volunteer activities throughout
the year
• Annual signature events, including
OCBC Cycle and OCBC Community Day
in Singapore, OCBC Cycle in Malaysia and
OCBC Wing Hang Little Debate in China
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• • Ad hoc and regular engagement, depending
on the nature of the engagement
Regular meetings and consultations with regulators
Representation at industry forums
Regulatory reports
Audit reports
BUILDING ON OUR CORPORATE STRATEGY FOR SUSTAINABLE GROWTH
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