The 100-day counter service contest is well underway throughout the bank. All the branches take the contest as an opportunity to set up and improve a long-term service supervision and feedback mechanism and establish the mechanism governing daily management affairs so as to ensure the constant improvement of service quality.

During the 100-day contest focusing on providing “civilized, standardized, quality and efficient” services from March to June, the counter staffs throughout CCB are required to follow the “counter service standards”, put them into practice article-by-article and check the results. Key problems reflected by most customers and those discovered during the internal examination must be addressed completely so as to constantly enhance customer satisfaction. The skill contest of counter staffs throughout the bank helps improve the skills and proficiency of counter services. The collection of articles on counter services is held within the bank at the same time, and the opinions and suggestions of staffs on how to improve service efficiency and quality are solicited to improve performance and enhance counter service efficiency. Incentives and disincentives concerning counter services are strengthened. On the one hand, punishment of those violating service rules or regulations is tightened to raise the service consciousness of staffs. Those staffs who violate the service rules and regulations are punished seriously according to the rules and disciplines of the bank. Meanwhile, a number of model employees of counter services are praised and their deeds are promoted throughout the bank to build a sound atmosphere of “learning professional skills and trying to be the model employees”. The counter service quality assessment management information system is built which enables customers to slightly push the button of the service assessment machine installed on the counter while handling businesses to assess the service quality of counter staffs based on their own feelings, effectively linking customer assessment and the internal performance evaluation of counter staffs and urging the staffs to devote themselves wholeheartedly to serving customers well.