Evaluate a Customer Care Strategy for Ing

Evaluate a customer care strategy for ING

Report written by:

Darren Geng

Date: November 2010

Table of content

1. Introduction 3

2. Procedures 4

3. Finding

3.1 Planning a customer care strategy 5-6

3.2 Standards of customer care 6-8

3.3 Customer feedback 8-9

3.4 Review and improvement of customer care strategy 9-11

4. Conclusion 12

5. Appendices 13-17

1.0 Introduction

Thanks to the development of high-tech and the improvement of living standard, people enjoy a colorful life and they are also earned more money in recent years. So how to use their wealth becoming the most significant issues they should think.

In this situation, many financial services companies were born. And one of the most well-known companies is ING which founded in 1991. ING provided some adjustment management, sales and relationship management and help customer to make the best possible financial decision. And then, the record of ING has been constantly renewed. It is no doubt that ING is good at the field of financial.

So it is necessary to analyze the customer strategies of ING Group.

2. Procedures

From the internet, it is easier to get some information about the customer care strategy. Just in order to make an analysis about ING’s customer care. According the four issues, that is, ING how to develop the plan for customer care strategy, the standards which set up for customer care, obtaining the quantitative and qualitative feedback and customer care’s continuous, review and improvement. All of the questions above can got some more information from the internet survey.

3. Findings

3.1 Planning a customer care strategy

ING’s vision is to be an excellent and trustworthy financial institution and it is also includes being a company that takes its responsibilities towards to people and the environment seriously.

It is obvious that the...