My first Publication ocbc_ar17_fullreport_english | Page 58

SUSTAINABILITY REPORT
CUSTOMER EXPERIENCE
CORPORATE CITIZENSHIP
WHY THIS IS MATERIAL TO US
Our customers are fundamental to our business. As the needs and expectations of customers evolve, we are focused on continuously
delivering superior customer experience in order to deepen our engagement and forge enduring relationships with them.
MANAGEMENT AND EVALUATION PERFORMANCE AND TARGETS
We are committed to designing experiences that will
make banking with us simpler and more seamless across
customer channels and touchpoints. We have been awarded the following accolades, which
recognise our efforts in deepening customer engagement:
SELECTED POLICIES
Customer Problem Statement-Focused Approach
Focuses on customer experience and innovation
Highest number of winners across financial industry
for the third consecutive year
Excellent Service Award (EXSA) 2017
Asia Pacific’s Leader in Smart Payments Experience
IDC Financial Insights Innovation Awards 2017
Best Internet Bank
International Finance Magazine Awards 2016
SELECTED PRACTICES
Dedicated Teams (e.g. digital channels and
branch services)
Drives active engagement with target
customer segments
A key metric we use is the Net Promoter Score (NPS),
formulated by our Customer Experience team, which
evaluates the proficiency and service level of our
customer touchpoints. Quarterly NPS studies are
regularly reviewed by the Service Excellence Council,
which is chaired by the Group CEO and attended by
all division heads.
Please refer to Serving Individuals through Different Life Stages on
page 22 and Supporting the Full Spectrum of Businesses in their
Growth Journey on page 26.
Best Online Trading Platform and
Best Mobile Trading App – Singapore
OCBC Securities
Global Banking & Finance Review Awards 2016
1 ST
NET PROMOTER SCORE (NPS) AMONG PRIMARY BANK
CUSTOMERS – J.D. POWER SINGAPORE RETAIL BANKING
SATISFACTION STUDY (2017)
FIRST-TO-MARKET
DIGITAL INNOVATIONS
We have been a frontrunner in digital innovation as part of our
continuous efforts to meaningfully improve our customers’
banking experience. We will continue to foster a culture of
innovation internally, while leveraging external expertise
through collaborations with fintech companies, to harness the
power of digital technology and deepen customer engagement.
Ms Cindy Ong, Branch Manager at our Ang Mo Kio branch, was recognised with
The Association of Banks in Singapore (ABS) Service Excellence Champion 2017 award
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OCBC ANNUAL REPORT 2017
Our Innovation Lab was formed in 2013 to provide employees with a dedicated space
to test ideas and build prototypes