Paper instructions:
3.2 Improving the customer experience The Group maintains a range of customer communications channels such as customer service centres, social networking pages, focus group studies and smartphone applications, so that feedback can be collected and acted upon. The Group treats customer feedback with due care and in a timely manner. Any customer complaints are handled efficiently and investigated to identify and rectify root causes. Records are kept as to how complaints are handled and whether improvements resulted, and measures are in place to review outcomes. 3.3 Protecting our customers Protecting consumers and safeguarding their privacy are top priorities. Such commitment to protecting the personal information of customers is well supported by corporate strategies and policies. A robust system is in place to control the collection, access, updating, security and retention of data received. Additionally, the Group develops an internal platform with links to operational guidelines and handbooks, and issues periodic reminders to customer-facing employees, while running workshops to emphasise the importance of protecting personal data. 4. Anti-corruption According to the abovementioned information, analyse how Hutchison is currently performing corporate social responsibility. Apply the Pyramid of Corporate Social Responsibility (CSR) model to explain your answer.
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