Customer Relationship Excellence Awards

Overview of Awards Process

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Open for Applications

Applications and Nomination can be submitted online or by fax

Application Deadline

15th December 2012

Self Assessment Questionnaire

Participants must complete a comprehensive self assessment questionnaire

Business Case Presentations

Award Participants have the opportunity to present their business case at the Customer Loyalty Award Forum that is only open to the participants of the CRE Awards and APCSC corporate members

Stage One Screening

Stage One shortlist of applicants are notified

Mystery Call

Mystery calls will be made to the participating organizations. For service centers, mystery visits will be made, and for confidential centers, a site visit will be made

Stage Two Screening - CSQS Onsite Assessment

Applicants’ data, self assessment, mystery call findings with onsite assessment will be referenced to the Customer Service Quality Standard (CSQS) to establish use of Best Practices. Site visit Q&A Session to double check and clarify self assessment details

Public Webvoting

General public and customers of the participating organizations will have the opportunity to vote for their CRE company.

Winner Selection

Winners are selected based on the above balanced score card assessment results by the Judging Panel of experts.

CRE Awards Dinner Ceremony and Trophy Presentation

Trophies and certificates will be awarded to the winners at the CRE Awards Dinner Ceremony

Press Release & Publication of Newspaper Supplements

Winners will be invited to contribute and support a special newspaper supplement. Interview opportunity would be provided to the winning companies

China Pacific Life Insurance Co., Ltd

-Customer Relationship Excellence - Outstanding Achievement

-Contact Center of the Year 2011 (Insurance - Under - 500 Seats)

- Best Use of Technology of the Year 2011 (Insurance)

- Innovative Technology of the Year 2011 (Insurance)

The Hongkong Electric Co., Ltd

- Public Service of the Year 2011

(Public Utility)

2011 Customer Relationship Excellence Winner Statement:

“I am extremely delighted to learn that China Pacific Life Insurance Co., Ltd. for the first time has received Customer Relationship Excellence - Outstanding Achievement from APCSC representing the highest honor. Sincerely thank you for the public recognition of our company. CPIC adheres to its mission to ‘be a responsible insurance company’ and its corporate core values of ‘business integrity, prudence and sustainability, pursuit of performance excellence’, develops a customer oriented and continuously improved customer service system. Concurrently we continuously enhance product and service innovation to provide our clients with excellent customer experience with quality, convenience and comfort. The recognition of CRE Outstanding Achievement is both recognition for the performance we have achieved, and also an encouragement for our future endeavors. All of us in CPIC will work harder and devote ourselves with mind and wisdom to create a brighter future for the insurance industry in China. ”

Mr. Xu Jinghui,

Chairman, General Manager,

China Pacific Life Insurance Co., Ltd