Responsible Selling & Marketing
Building loyalty through responsible selling & marketing
Our marketing and selling practices are underpinned by our core values in being trustworthy, responsive and courageous helping to protect our reputation and allowing us to build a sustainable business.
Over the past few years, we have established an infrastructure to keep us focused on responsible selling and marketing. Treating our customers fairly, with openness and transparency, is a priority for us.
To give us customer insight, we conduct annual surveys across 25 countries. The information we collect helps us develop products that meet our customers' needs - and delight them with our service. As a result, our 'loyal and positive' score has increased from 66% to 83% over the past four years.
We have also introduced a new sales performance scorecard and we include indicators such as customer complaints in our sales incentive and reward programme. These help our people focus on building and maintaining sustainable, long-term relationships with our customers.
If we receive a customer complaint, we handle it carefully, tracking and monitoring the entire process, from the initial complaint log through to its resolution.
Quick facts
Our 'loyal and positive' score in the annual survey has increased to 83% in 2006.
Outserve Plus
Outserve Plus aims to delight customers with the quality of our service. It is designed to help us create the capacity for sustainable growth by achieving operational excellence throughout Standard Chartered and embedding a culture of continuous improvement in customer service.
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Did you know...
USD 10 billion committed to renewable energy
At the Clinton Global Initiative we committed to take a lead in the financing of USD 8-10 billion new renewable and clean energy projects over five years.