Ping An launched the Customer Listening Day to create a service experience in the "three provinces".

On May 18, Ping An officially launched the 2024 Customer Listening Day series. As the starting point of the key projects in the three provinces, Guo Xiaotao, Co-CEO of Ping An Group, called on the senior executives, business teams and front-line employees of all member companies to approach customers, listen to customers, explore and solve customers' pain points, and accelerate the upgrading of products and services. According to reports, in this action, Ping An of China linked a number of member companies such as life insurance, property insurance, banking, Ping An Health, health insurance, and securities to carry out a series of activities such as front-line listening for senior executives and listening to return visits in 100 cities and thousands of stores, so as to go deep into customers and listen carefully to customer voices and understand real customer needs, so as to promote the upgrading of "comprehensive finance + medical pension" services, and create a customer experience of "worry-free, time-saving, and money-saving" with professional services.

Executives initiate initiatives and all employees listen to customer needs

In recent years, consumers' demand for financial services has been diversified and personalized, and they have higher expectations for efficient, convenient and professional service experience. According to the data, as of the end of March 2024, Ping An has nearly 234 million individual customers, equivalent to one in six Chinese who is a customer of Ping An. In 2023 alone, 95511 will achieve 775 million incoming calls to the center, with an average of about 2.12 million inquiries per day, and a connection rate of 98%. Therefore, how to provide products and services in line with market trends and meet the growing needs of customers is the key to achieving sustainable development and enhancing market competitiveness, and it is also an important criterion for testing the "worry-free, time-saving, and money-saving" services advocated by Ping An.

At the event, Guo Xiaotao issued a letter of proposal to all Ping An staff, pointing out that in the past 36 years of development, Ping An has made every upgrade from its development strategy to its one-time service, and that it has responded deeply to customer needs. "The voice, needs and suggestions of customers are the pointers of our service transformation and product upgrades. We practice that everyone is a brand ambassador and everyone must face the needs of customers. Millions of Ping An people, each of whom must listen carefully to the voice of customers and deeply grasp the needs of customers. "

Four major listening actions to develop a long-term listening mechanism

In order to expand the depth and breadth of listening service channels and three-dimensionally display the service quality of multiple formats of comprehensive financial services, four core actions have been formulated for this customer listening day: front-line listening by senior executives of various companies, listening by commissioners of 100 cities and 1,000 stores, listening by institutional teams, and listening by consumer protection for the people. The purpose of the action is to always take the long-term professional companionship of customers as the whole, formulate a long-term listening mechanism, respond to the immediate feedback of customers, protect the rights and safety of customers, and aim to provide customers with sincere and professional solutions.

In addition, on May 18, Ping An launched its first innovative listening conference, with the theme of "Observe, Listen and Walk", focusing on the Eastern and Western views of wealth and life, and the on-site guests and more than 200 Ping An customers. Documentary director Zhou Yijun combined his past experience of visiting many countries to say that people can't predict the accidents of life. Li Yun, a professor at China University of Political Science and Law, combined his personal visiting experience to think about the significance of AI technology to social development. Focusing on the pain points and anxieties of Chinese families, Guo Xiaotao said that Ping An is committed to achieving one customer, one account and one-stop service with professionalism in the nine things of "buying a car, buying a house, buying insurance, investing in savings credit cards, medical health and pension", hoping to bring users a worry-free, time-saving and money-saving service experience. Sheng Ruisheng, Secretary of the Board of Directors and Brand Director of Ping An, said that Ping An has always been customer-centric, through listening to and gaining insight into customer needs, and through the services of professional financial consultants, pension housekeepers and family doctors, to make customers' financial life simpler and find their own peace and happiness.

On the day of the event, the company also released the three provinces listening podcast radio station and held a series of service flash mob activities, showing Ping An's service concept of keeping pace with the times through in-depth interaction with customers.

Focus on core business and create a "three provinces" service experience

On this listening day, Ping An's subsidiaries have demonstrated their core service measures, accelerated the upgrading of the company's business through customer listening, and responded to the call of the three provinces. Specifically, Ping An Life mainly promotes two insurance product plans, "Jinyue Annuity 24" and "Ping An Ruyi", to help customers plan their wealth in advance and enjoy a quality life with sufficient confidence. Ping An Property & Casualty launched a series of new products of Ping An Yijia, and collected the voices of customers throughout the journey to achieve business strategy review and optimization, and provide customers with professional family wealth protection. Ping An Bank mainly promotes credit cards for international students and good car owners, bringing customers one-stop financial services for studying abroad and car ecological services; Focusing on the concept of "making customers healthier and healthier", Ping An Health Insurance has launched warm-hearted assistance such as medical escort services; Ping An Health focuses on the daily health management, chronic disease management, and disease management scenarios of family members, and provides comprehensive coverage of medical and health services. Ping An Securities mainly promotes the "Ping An 30 Buyer Investment Advisory Service System" to provide customers with one-stop asset allocation solutions. The subsidiaries of Ping An Group go deep into the life and consumption scenarios of customers, listen to customer needs, and strive to promote cutting-edge services that are innovative in the industry and perceived by customers, so that customers can get a real "three provinces" service experience.

Based on Ping An's original aspiration since its founding, Ping An has continuously improved the coverage and satisfaction of its financial services, and continuously improved its product innovation capabilities and service system construction. Looking forward to the future, Ping An will continue to write five major articles on national finance with listening as the pen and action as the ink, so as to serve the national strategy, the real economy and the needs of people's livelihood, and achieve high-quality development.

(ENDS)

About Ping An

Ping An Insurance (Group) Co., Ltd. (hereinafter referred to as "Ping An" or "the Group") was founded in Shekou, Shenzhen in 1988 and has grown into one of the three major comprehensive financial groups in mainland China with the support of governments and regulatory authorities at all levels, customers and all walks of life. Ping An is also one of the personal financial life service groups with the most complete financial licenses and the most extensive business scope in China, with total assets exceeding 11 trillion yuan, making it the world's largest insurance group in terms of assets. Ping An ranked 16th in Forbes' "Top 2000 Global Listed Companies" and ranked first among global insurance groups. Ranked 33rd in the "Fortune Global 500" of the United States, and ranked first among global insurance companies. Ping An is listed on the Main Board of the Hong Kong Stock Exchange and the Shanghai Stock Exchange.

Ping An is committed to becoming a world-leading personal financial life service group, adhering to the concept of "technology leading finance, financial service life", continuously deepening "finance + technology", exploring "finance + ecology", focusing on the two major industries of "big financial assets" and "big medical health", creating a brand experience of "professionalism and making life simpler" for customers, and "worry-free, time-saving and money-saving" for customers' financial life.

For more information, please visit the company's official website www.pingan.cn or Ping An's official Weibo http://t.sina.com.cn/pingan/.

Ping An Group Press Contact:

Yang Fei:

Email: [email protected]

Tel: [phone]-623494 Mobile: [phone]

Ping An Group Network Contact:

Li Chi:

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Tel: [phone]-627441 Mobile: [phone]