2024年全球銀行客戶滿意度調(diào)查分析報告-培訓課件外文版2024.6工商銀行ICBC

CONSUMERS&BRANDSThe

2024

Global

BankCustomer

Satisfaction

SurveyAreport

onconsumer

approval

ratings

of

banking

services

inselected

markets

worldwideDespite

a

turbulent

year,

customer

satisfaction

is

risingExecutive

summaryRecent

events

impactingtheglobal

economy,

suchasthebanking

crisis

inMarch2023

and

subsequent

interest

ratehikes,havesignificantlyaltered

how

people

feelabouttheirbanks.Understandinghow

these

events

havechangedcustomersentiment

hasbecome

crucial

forbanksseeking

toadapt

inthis

challenging

era.These

shiftsinattitudesand

priorities

arethefocusofthesixth

installment

ofStatista’sGlobal

Bank

Customer

SatisfactionSurvey.Here

aresome

ofthesurvey’s

main

findings:?

Global

average

satisfactionscores

haveimproved

across

allmetrics,

with

termsandconditionsexperiencing

the

largest

increase.?

Customers

expressed

significantlylower

satisfaction

levels

withlarge

banks,whereas

smaller

regional

andlocal

banks,aswell

as

onlinebanks,scorednotablyhigher.The2024

survey

reveals

that,

afterafew

challenging

years,

customer

confidence

isimproving.

Themost

prominent

change,however,

isnot

the

rising

customersatisfaction,but

the

factors

affectingit.Trust,while

stillthetoppriority

forbank?

Customers

expressed

the

lowest

satisfaction

with

the

yield

earned

on

savings,while

they

rated

the

efficiency

of

banking

appsasthehighestsatisfaction

point.customers,

saw

anotabledecrease

inimportance.

Elsewhere,

terms

andconditions

Thissurvey

compares

responses

andresults

from2023

and

2024

across

multipleovertook

digitalservices

tobecome

the

second-most

important

feature.

Customerservice

andfinancialadvice

remained

theleast

important

factors.markets

worldwide.

Afterexploring

general

changesinsatisfaction

toward

trust,terms

andconditions,digitalservices,

customer

service,

andfinancialadvice,

thesurvey

takesadeeper

diveinto

six

focuscountries.

Tofurtherexplore

possiblechangesincustomer

preference

andexperience,

the

survey

alsogathersthekeytakeaways

from

Statista’sConsumer

Insights.Thesurvey

alsoreveals

thatthe

largest

source

of

customer

concern

isfrustrationwith

the

amount

ofyield

earned

on

savingsandinterest

rates.

Many

customersalsoexpressed

dissatisfactionwith

financialadvisers,

specifically

thelackoftransparency

aboutthe

costs,commissions,

andrisksinvolved.301Introduction?

Methodology?

Markets

surveyed

bysizeof

the

bankingsector?

Most

importantaspects

ofbankinggloballyMethodologyThe

Global

BankCustomer

Satisfaction

SurveyStatista’s

Consumer

InsightsThe2024

Global

Bank

Customer

SatisfactionSurvey

includesanswers

from

twoseparate

surveys.Thesecond

survey

used

was

Statista’sConsumer

Insights,conducted

betweenJanuaryandDecember

2023.

Thenumber

ofrespondents

and

furtherinformationaboutsurvey

datescanbefoundinthe

footnotes.Thefirstsurvey

used

was

based

onresponses

from75,943

people

across

33markets

worldwide.

Most

resultshavebeen

collected

fromthissurvey,

which

wasconducted

usinganonlineaccess

panel.

Thefield

period

ranfrom

calendarweek45

to

calendar

week

49

in2023.

Thailandwas

addedtothe

survey

in2023.Asthe

methodology

forStatista’sConsumer

Insightsdiffersfrom

the

Global

BankCustomer

Satisfaction

Survey,itsresults

haveonly

been

used

foradditionalinsightsinto

thesixfocuscountries:

China,France,Germany,

Japan,

theUnitedKingdom,andthe

United

States.Dataforthe2023

survey

was

based

on

responses

from

75,264

people

across

32markets

usingthe

same

online

access

panel.Thissurvey

was

conducted

betweencalendarweek

45

andcalendarweek

49

in2022.Allfinancialinstitutions(e.g.,brick-and-mortar

banks,online-only

banks)offering

achecking

and/or

savingsaccount

havebeen

considered

inthe

study.5asked

more

than

75,000

bank

customers

worldwide

about

their

level

ofsatisfaction

with

their

bankRespondents

rated

theiroverall

banksatisfactionandthe

importance

ofeach

of

thefivemetrics

alongwith

fiveclarifying

statements

abouttheirbankOVERALLSATISFACTIONTERMSANDCONDITIONSDIGITALSERVICESCUSTOMERSERVICEFINANCIALADVICETRUSTOverall,

howsatisfiedareyouwithyourcurrent

bank??

In

general,youcan?

Feesaretransparent?

Feesarereasonable?

It

iseasy

tousethewebsite

(e.g.,?

The

number

of?

Bank

advisers

areknowledgeable

intheirfield

of

expertisetrust[bank

xx]branches

is

sufficientnavigation,findinginformation)?

Ihaveconfidence

inthefinancial

stabilityof[bank

xx]?

Waitingtimes

(e.g.,branch,

hotline)

areshort?

Credit

interestrates?

Advice

iseasyarereasonable?

The

functionality

of

thetounderstand?

Debitinterest

rateswebsite

isgood?

[Bank

xx]iscompetent

anddelivers

onitspromises?

Employees

are?

Uponmaking

aarereasonable?

Online

applications(e.g.,loans,accounts,ordeposits)

areeasyto

filloutfriendlyrecommendation,?

The

availability

ofATMs

for

free

cashwithdrawal

is

goodadvisers

pointoutthecosts,commissions,

andrisks

associatedwithit?

The

bankis

easilyreachable

(e.g.,byphoneore-mail)?

Needs

andbenefitsof

customers

arereallyimportant

to[bank

xx]?

Online

banking

onthewebsite

iseasy

andintuitive?

The

recommendationsof

advisers

suit

my

lifeandfinancial

situation?

If

thereare

problems,theyare

resolved

tomy

satisfaction?

[Bank

xx]doesagoodjobkeeping

mydatasecure?

The

bank’s

app(s)is/aresimple

andintuitivetouse?

Documents

arehelpful(e.g.,price

lists,productinformation)6Notes:The

results

arerepresentative

forthe

population

ofeach

country;

satisfaction

ratedona

scaleof1to

5,

where

1is

verydissatisfied

and

5is

verysatisfiedThe

analysis

includes

33

of

the

leading

markets

worldwide

and

focuses

on

thesix

largest:

China,

the

U.S.,

Japan,

the

UK,

France,

and

GermanyTotal

financialassets

ofbanksin2022,

bymarket

(in

trillion

U.S.

dollars)Canada5.04ChinaJapanUnitedStates30.35UnitedKingdom17.7147.244.04NetherlandsSouthKorea16.883.150.64Germany3.47Mexico0.972.60IndiaHongKong11.31Saudi

ArabiaNotallmarketsinthe

analysis1.29Belgiumaredisplayedonthe

map.Dataregarding

the

assets

ofbanksisnotavailableforAustria,

Israel,Malaysia,

NewZealand,

thePhilippines,Poland,Qatar,Taiwan,andthe

United

ArabEmirates;however,theyareallincludedinthe

survey.12.04France3.042.55Singapore2.29SwitzerlandBrazilIndonesiaSpain3.580.732.99Italy3.79Australia0.43South

Africa7Notes:Worldwide;

2022;

figures

are

roundedSources:

Financial

Stability

Board;

ID:875144Trust

loses

significance,

while

terms

and

conditions

becomes

more

importantfor

bank

customers

in

2024Itcannotbeoverstated

howimportant

trustisfor

bankTerms

andconditionscustomers

worldwide,

especially

duringchallenging

economicperiods

when

the

security

of

assetsand

trustworthiness

areparamount.

In2024,

trustremains

themost

important

factorforcustomers.

However,

theshareof

respondents

indicatingtrustastheforemost

feature

ofbanking

decreased

bysevenpercentage

pointscompared

with

the

previous

year.

Ontheother

hand,

terms

andconditionsgainedsignificance,

possiblyinfluenced

bytheexceptionally

highinterest

ratesin2023.DigitalservicesTrustCustomerservice18%17%13%Financialadvice42%Forthe32

markets

surveyed

across

bothyears,

theorder

ofimportance

inwhich

customers

rank

thedifferent

factorsremains

largely

unified:Trustis

themost

importantfactor,whilefinancialadviceistheleast

important.

Withasignificantincrease

inimportance,

terms

andconditionsisnow

thesecond-most

important

featureinbanking.15%49%14%11%11%Share

ofrespondents9%2024

20238Notes:Worldwide;

2023;

75,943

respondents;

18

yearsand

olderID:1096862Sources:02Global

comparison?

Overall

satisfaction?

Trust?

Terms

andconditions?

Digitalservices?

Customer

service?

FinancialadviceDavid

vs.

Goliath:

The

triumph

of

smaller

banks

in

global

bank

satisfactionIntroductionMarch

2023

marked

asignificant

moment

forthe

global

bankingindustry.Overthe

Most

onlinebanksdonot

chargemonthly

maintenance

fees,

while

others

eliminatecourse

ofthree

days,two

major

U.S.bankscollapsed,

thefirstbankfailuresintheUnited

Statessince

2021.

Alittlemore

than

aweek

afterthe

collapse

ofSiliconValley

Bank

and

SignatureBank,Credit

Suisse,thesecond-largest

bankinSwitzerland,

went

under.

These

events

shook

confidence

inthebanking

sector,particularly

inlargebanks,

evidenced

bythe

decreasing

shareprices

andmarketcapitalization

ofmany

major

banks

intheU.S.andEurope.allcommon

banking

fees,

includingoverdraft

fees

or

out-of-network

ATMfees.Moreover,

onlinebanksoffer

high

annual

percentage

yields

(APYs),often

boastingsome

ofthebesthigh-yield

savingsaccounts.

Given

theincreasing

importance

ofAPYsand

thegloballow

satisfaction

with

yield

earned

onsavings,higherAPYsmayholdthekey

toimproving

overall

customer

satisfaction.Traditional

bankscanstillfoster

loyalty

byexcelling

inessential

areas

liketransparency,

personalized

service,

andshort

waitingtimes.

Smaller

regional

banksoften

outshinelarger

ones

intheseareas,

prioritizing

individualizedandcommunity-oriented

values.

Inthe

U.S.

and

theUK,forinstance,the

top-performing

bankswere

predominantly

suchinstitutions,with

the

largest

bankinggiantsnotablyabsentfrom

thetoprankings.While

Statista’ssurvey

reveals

highoverall

satisfactionwith

primary

banks,there

isanoticeable

trend

of

customers

turning

away

fromlarge

bankstoward

smallerregional

or

local

banks,aswell

asonline

banks.Inaddition,despiteincreasingsatisfaction

levels,

several

services

stillfailto

fullysatisfycustomers.

Thecost

ofcredit

anddebit,theyield

earned

onsavings,and

theinsufficientnumberofbranchesreceived

particularly

low

ratingsacross

mostmarkets.Undoubtedly,large,

well-established

bankscanstillperform

strongly,

asevidencedinseveral

markets.

In2024,

three

typesof

banksleadtheway

foroverallsatisfaction:

onlinebanksthatmeet

thechanging

demandsof

customers,

smallerregional

or

local

banksthatmaintainalocal

community-centric

approach,andbankswith

arobustglobal

presence

engaging

invarious

financialactivities.Inthe

mindsofcustomers,

terms

andconditionsis

nowthesecond-most

criticalaspect

of

banking.

Itremains

apivotalissue

forbanksgiven

itsrapidrise

inimportance

compared

with

previous

years.According

toStatista’ssurvey,onlinebanksoutperform

traditionalbanksinthisarea,

largely

dueto

thedigital-onlymodel,

which

allows

forlower

overhead

costs.10Sources:

BIS;Forbes;OECD;YahooOverall

satisfaction

increased

in

20

markets,

with

Vietnam

and

Hong

Kongseeing

the

largestrisesAverage

overall

customersatisfaction

score

worldwide

in2023

and

2024,

bymarketCustomer

satisfaction

rose

in20

markets,

leading

to

anotableincrease

intheThenewly

includedThailandentered

atnumberone

in2024,

with

anoverallglobal

average.

Vietnam,

Hong

Kong,and

Qatarrecorded

thelargest

positive

shifts.

satisfaction

score

of

4.29;

the2023

winner,

Indonesia,

dropped

tothird.AttheQatarandVietnam

nowrank

inthetopsix

foraverage

satisfaction,moving

up

from

other

endof

thescale,

customer

satisfactioninIsrael

decreased

over

theyear,seventh

and

17th,

respectively.meaning

itremained

rooted

tothebottomof

the

ranking.4.64.44.24.03.83.63.43.23.04.07Thailand

IndonesiaQatarChinaPhilippinesIndiaUKGermanyPoland

Switzerland

CanadaNewSingaporeTaiwanNether-landsItalySouthKoreaBelgiumJapanSouthAfricaSaudiArabiaU.S.VietnamMexicoBrazilGlobalZealand

AustraliaMalaysiaAustria

HongKongSpainUAEFranceIsraelGlobalaverageMarketaverage(sixfocuscountries)Marketaverage2023

market

average11

Notes:Sources:Worldwide;

2023;

75,943

respondents;

18

yearsand

older;satisfaction

ratedona

scaleof1to

5,

where

1is

verydissatisfied

and

5is

verysatisfiedID:1097080Trust

increased

in

every

market,

showing

that

customers

regained

confidence

intheir

banksAverage

trust

score

worldwide

in2023

and

2024,

bymarketTrustisthe

most

important

factorforbankcustomers

andevery

market

achieved

a

Trustscores

inQatarandIndonesiaimproved

the

least.

Despite

thestagnation,higherscore

in2024

thanin2023.

Vietnam,

theUnitedArabEmirates,

andNewZealand

recorded

significantincreases

–

Vietnam

moved

up11spotsto10th.Indonesia

remained

inthe

topthree,

while

Qatardropped

seven

spots.

Theglobaltrustscore

increased

from

4.03

to

4.21.4.64.44.24.03.83.63.43.23.04.21Philippines

IndonesiaUAEU.S.NewZealandUKPolandChinaGlobalAustriaSingapore

AustraliaTaiwanItalyFranceSpainJapanSaudiArabiaSouthAfricaSouthKoreaBrazilIndiaVietnam

ThailandQatarGermanyCanada

Netherlands

Switzerland

MexicoMalaysia

HongKongIsraelBelgiumGlobalaverageMarketaverage(sixfocuscountries)Marketaverage2023

market

average12

Notes:Sources:Worldwide;

2023;

75,943

respondents;

18

yearsand

older;satisfaction

ratedona

scaleof1to

5,

where

1is

verydissatisfied

and

5is

verysatisfiedID:1097139The

global

average

increased,

but

12

markets

experienced

a

decrease

insatisfaction

with

terms

and

conditionsAverage

termsand

conditionsscore

worldwide

in2023

and2024,

bymarketTerms

andconditionsisthesecond-most

important

factorforbank

customers.Despite

improvements

across

most

markets

in2024,

itremains

thefeaturewithwhich

customers

are

least

satisfied.Chinaand

Vietnam

hadthelargest

positiveshifts,climbing

to

second

and

third,respectively.Netherlands

and

Belgium

recorded

thelargest

negative

shifts,pushing

the

twoEuropean

countries

down

to31st

and32nd,respectively.

Thailandperformed

well,entering

the

top

10

attheexpense

of

SouthAfrica.Theglobal

average

forsatisfaction

withterms

andconditionsincreased

from3.63

to3.80.4.24.03.803.83.63.43.23.0Indonesia

VietnamChinaIndiaPhilippines

ThailandSouthAfricaGlobal

Singapore

MalaysiaMexicoTaiwanAustraliaItalyFranceSpainJapanBelgiumSaudiArabiaNewHongKong

ZealandSouthKoreaQatarUAEU.S.UKBrazilPolandGermany

Switzerland

Canada2023

market

averageAustriaNetherlandsIsraelGlobalaverageMarketaverage(sixfocuscountries)Marketaverage13

Notes:Sources:Worldwide;

2023;

75,943

respondents;

18

yearsand

older;satisfaction

ratedona

scaleof1to

5,

where

1is

verydissatisfied

and

5is

verysatisfiedID:1192183Banks’

focus

on

digital

services

brings

results,

as

satisfaction

increasesAverage

digital

servicesscore

worldwide

in2023

and

2024,

bymarketSincethestartofthepandemic,banks

haveinvestedextensively

in

improving

thedigitalexperience

forcustomers.

In2023,

satisfactiondropped

inall

but

fourmarkets,

pushingglobalsatisfaction

down.

However,

in2024,

28

markets

recordedhighersatisfaction

scores,

and

only

foursawsatisfaction

fall.Asaresult,global

satisfaction

withdigitalservices

rose

from

4.06

to

4.16.

VietnamandChina

sawthesharpest

increases:

Vietnam

jumped

seven

spotsto

15th;

Chinavaultedeight

spotsto

17th.

Polandled

therankingin2024,

overtaking

Brazil

andSouthAfrica.4.64.44.24.03.83.63.43.23.04.16PolandSSouthAfricaU.S.UKGermanyIndiaAustriaVietnamChinaSwitzerland

AustraliaFranceMexicoBelgium

SingaporeTaiwanSouthKoreaSaudiArabiaNewHongKongBrazilIndonesiaUAEZealandCanada

PhilippinesMarketaverageQatarGlobalThailand

Netherlands

IsraelItalyMalaysiaSpainJapanGlobalaverageMarketaverage2023

market

average(sixfocuscountries)14

Notes:Sources:Worldwide;

2023;

75,943

respondents;

18

yearsand

older;satisfaction

ratedona

scaleof1to

5,

where

1is

verydissatisfied

and

5is

verysatisfiedID:1192188After

a

decline

in

2023,

satisfaction

with

customer

service

increased

globallyAverage

customer

servicescore

worldwide

in2023

and

2024,

bymarketIndonesiaremained

atoptherankingforcustomer

service

satisfaction,but

itwasone

of12

markets

torecord

lower

scores.

Overall,

18

scores

were

higherin2024than

in2023.

Vietnam

madethebiggest

move,

climbing

12spotstothird.European

nationsstruggled,with

Germany,

Austria,andthe

Netherlands

sufferingthesharpest

drops:

TheNetherlands

fell

to31st,

Germany

slidto20th,andAustriaslumped

10

spotsto

19th.4.64.44.23.974.03.83.63.43.23.0Indonesia

VietnamUAEIndiaSaudiArabiaPolandThailandBrazilUKAustralia

Germany

Singapore

MalaysiaItalyBelgiumIsraelJapanSouthAfricaSwitzer-landNewZealandSouthKoreaU.S.ChinaQatarPhilippinesGlobalCanadaAustriaMexicoFranceTaiwanHongKong

Spain

NetherlandsGlobalaverageMarketaverage(sixfocuscountries)Marketaverage2023

market

average15

Notes:Sources:Worldwide;

2023;

75,943

respondents;

18

yearsand

older;satisfaction

ratedona

scaleof1to

5,

where

1is

verydissatisfied

and

5is

verysatisfiedID:1192195Satisfaction

with

financial

advice

also

increased

in

most

marketsAverage

financial

advicescore

worldwide

in2023

and2024,

bymarketDespite

aslightincrease

in23markets,

satisfactionwith

financialadviceremainsrelatively

low.

Onlyninemarkets

sawscores

drop,with

Italyand

Malaysiaexperiencing

thebiggestdecreases.Vietnam,

China,

andthe

U.S.

recorded

significantjumpsinsatisfaction.

Vietnammoved

up10

spotsto

fourth,while

theU.S.took

the

number

three

spotbehindSouthAfricaandIndonesia.4.64.44.23.964.03.83.63.43.23.0IndonesiaU.S.UAEQatarChinaThailandUKNewSwitzerland

AustriaAustraliaMalaysiaNether-landsBelgiumFranceSpainIsraelZealandSouthAfricaSaudiArabiaVietnam

PhilippinesBrazilIndiaPolandGlobalGermanyCanadaMexicoSingaporeItalyHongKong

Taiwan

South

KoreaJapanGlobalaverageMarketaverage(sixfocuscountries)Marketaverage2023

market

average16

Notes:Sources:Worldwide;

2023;

75,943

respondents;

18

yearsand

older;

satisfaction

ratedona

scaleof1to

5,

where

1is

verydissatisfied

and

5is

verysatisfiedID:119220603Country

profiles?

China?

United

States?

Japan?

United

Kingdom?

France?

GermanyThe

focus

country

snapshots

include

the

key

insights

into

the

country’s

marketand

its

top

performing

bankMost

importantaspect

inbankingservice

and

customer

satisfaction

worldwideThischapterexamines

sixkey

global

banking

markets.

Eachcountry-specific

snapshotincludesthefollowing:CountryprofilesUnitedKingdomGermanyUnitedStatesThemost

important

factorsfor

bankcustomersandaverageratings

foreach

category

in2023

and2024.(1/4)(2/4)(3/4)(4/4)JapanFranceKeytakeaways

fromStatista’sConsumerInsights.ChinaThetop10

bankrankingbycategory.Therankingalsoincludesthe

changefromthe

2023

survey.Amore

in-depthlookateach

country’stop-performingbankforoverallsatisfaction.18Chinese

bank

customers

display

increased

satisfaction

across

all

metrics

in

2024(1/4)

China:Consumer

profile20234.1320244.23China

hasthelargest

bankingsector

inthe

world

and

ishome

to

fourof

the

fivelargest

banks

globally.

Across

allmarkets

surveyed,

Chinesebankcustomers

arethe

fifth-most

satisfied

withtheirbankingservice,

which

isaslightincreasecompared

with2023,

when

China

ranked

sixthinterms

ofoverall

satisfaction.Theoverallsatisfaction

ofbankcustomersincreasedin2024,

assatisfaction

improvedineverymetric.Respondentstrustedthattheir

personal

dataandfinancesweresecurewiththeirbankbutwerelessconvincedthattheirneedsandbenefitswerereallyimportanttothe

bank.4.123.893.984.24In2024,

customers

put

lessimportance

ontrust,andmore

onterms

andconditions,financialadvice,customer

service,

anddigitalservices.Thebiggest

concernamong

bankcustomerswascredit4.12

interestrates.TheavailabilityofATMs

forfree

cashwithdrawalsandthetransparencyoffeesscoredhigh.Whatis

mostimportant

toyouwhenyouthinkofyourbank?Thefunctionalityofwebsites

andthe

intuitiveness

of20242023banks’appswereratedthe

highest,

whilemakingonline4.17applications

easiertofilloutisanareainneedofimprovement.8%Financialadvice12%14%Acrossallcategories,

customerswereleast

satisfiedwithwaitingtimes.Employeefriendlinessandcustomer-orientedproblemresolution,

ontheotherhand,

scoredhigh.50%13%3.933.864.114.0714%15%41%CustomerserviceTrust14%Satisfactionwithfinancialadvicewasunifiedacrossallcategories.17%Terms

andconditionsDigitalservices19

Notes:Sources:China;

Novemberand

December2023;

5,046

respondents;

18

yearsand

olderMobile

banking

continues

to

dominate

in

China(2/4)

China:Consumer

Insightsfindings:

Primary

banksinChinaWhich

ofthefollowing

services

isyourprimarily

used

bankespecially

good

at?

(multi-pick)Theresultsof

Statista’sConsumer

Insightsreveal

that

Chinesecustomers

relymostly

onmobile

banking.

Atrendnoticed

across

manymarkets

is

the

increase

inbranchbanking,which

fellsharply

duringthepandemic

butrose

in2023.Service202353%Interms

ofservices

thatprimary

banks

perform

well,

security

andtherange

ofdigitalservices

were

highlightedbyrespondents.

Personal

service,

aswell

astherangeof

financialproductsandinsuranceoffers,

were

alsohighlyrated.SecurityRangeof

digitalservices

(app,onlinebanking,etc.)40%33%30%29%29%Howdoyouprocess

yourbanking

matters

with

thebankthat

youprimarily

use(e.g.,transactions)?

(multi-pick)63%68%Personal

service

(includingtelephone,e-mail)46%44%43%

43%Rangeof

financialproducts

andinsuranceoffers22%

21%2%

1%OtherRangeof

payment

optionsTransparencyMobile(smartphone

/tablet)InpersoninabranchOnline(PC/laptop)Telephonebanking2022202320

Notes:Sources:China;

2022

and

2023;

3,953

respondents

(2022);

4,045

respondents

(2023);

18

to

64

yearsConsumer

InsightsBank

of

China

ranks

first

for

most

metrics,

but

China

Merchants

Bank

topsoverall

satisfaction

once

again(3/4)

China:Top-performing

banksinChinain2024,

bymetricOverall

satisfactionTrustTermsandconditionsDigital

servicesCustomer

serviceFinancialadvice-

HSBCChina

MerchantsBankChina

MerchantsBank1.2.-1.2.ppBankof

China1.2.pqBankof

China1.2.pp1.2.pBankof

China1.2.Industrial

andCommercialBankofChinaIndustrial

andCommercialBankofChinaChina

MerchantsBankpHSBCBankof

China-pBankof

ChinaChina

ConstructionBankChina

MerchantsBankChina

EverbrightBank3.4.5.q-HSBC3.4.5.qqp3.4.5.ppq3.4.5.qppHSBC3.4.5.qppHSBC3.4.5.q-China

MerchantsBankPostalSavingsBankofChinaPostalSavingsBankofChinaPostalSavingsBankofChinaChina

MerchantsBankBankof

ChinaChina

MinshengBankPostalSavingsBankofChinaChina

MinshengBankChina

ConstructionBankChina

ConstructionBankChina

MinshengBankpqChina

ConstructionBankChina

MinshengBankChina

EverbrightBank6.p6.7.qpHSBC6.

new

Standard

Chartered7.

new

UBS(China)

Limited6.7.q6.7.q6.

new

Standard

Chartered7.

new

PingAnBankAgricultural

BankofChinaBankofCommunicationsChina

MinshengBank7.

new

Standard

Chartered8.

new

SPDBank--Industrial

andCommercialBankofChinaIndustrial

andCommercialBankofChinaChina

MinshengBank8.9.-8.

new

SPDBank8.p8.q8.

new

UBS(China)

LimitedBankofCommunicationsJPMorganChaseBankJPMorganChaseBankJPMorganChaseBankJPMorganChaseBank9.ppPingAnBankp9.

new9.

new9.

new9.

newPostal