Jiang Nan Shi Bao·2025-12-15 13:44Core Insights - The Industrial and Commercial Bank of China (ICBC) Nantong Branch has significantly improved customer satisfaction, achieving a satisfaction rate of 99.55% as of the end of September, with the number of dissatisfied customers decreasing from 24 to 3, successfully converting 21 customers [1][2] Group 1: Customer Experience Improvement Strategies - The bank has focused on identifying the root causes of customer dissatisfaction and implementing targeted care measures based on specific feedback from dissatisfied customers [1] - Daily monitoring of customer satisfaction progress is conducted through the "Double Voice" system, allowing for real-time tracking and support for converting dissatisfied customers [1] - The number of participants in the customer satisfaction survey increased from 173 to 651, nearly a 500-person rise, which effectively improved overall customer satisfaction by expanding the base [2] Group 2: Mechanism and Assessment - The bank has standardized its assessment mechanism to address discrepancies between the account-holding branch and the actual service branch, ensuring that customer dissatisfaction is evaluated consistently [2] - In cases where complaints involve multiple branches, a collaborative approach is required for service resolution, with penalties for branches that fail to cooperate leading to unsuccessful customer conversions [2]