According to the Notice of the Head Office on Further Improving the Public Opinion Work of NPC, CPPCC and March 15, 2005, the leaders of the Bank attached great importance to it, fully understood the necessity, importance and urgency of public opinion risk investigation, and actively conducted public opinion risk judgment and investigation in accordance with the relevant requirements of the Head Office and the actual situation of the Bank, so as to improve their coping ability. Strive to make the work solid, detailed and complete, and ensure the effectiveness of public opinion risk investigation. The situation is now reported as follows:

According to the investigation requirements, the bank's public opinion risk investigation focuses on the following five aspects: service quality, fees, implementation of the "seven prohibitions" regulations, financing of small and micro enterprises, business risks and cases, employees' participation in private lending, wealth management, credit cards, mortgages, non-performing loans, agency sales and business risks of new products.

(1) Cases and violations. In recent years, under the correct leadership of business leaders, we have conscientiously implemented the rules and regulations of the Head Office, earnestly conveyed all kinds of illegal cases to every employee, and educated every employee with the lessons of blood to wake up the alarm, abide by the law, cherish the profession and employee ethics, plan the life path, and establish a correct outlook on life, values and world outlook; At the same time, talk with employees regularly and irregularly, understand the ideological trends of employees, and guide employees to be positive. After investigation, our employees were not involved in any major cases, private loans, and there were no bad or illegal phenomena reported by the media.

(two) service quality, fees and other issues. For the sake of service quality, our bank

Since its establishment, it has been providing customers with quality and sincere services. Our slogan is to build the service brand of * * Bank in * * city with spacious and bright hardware. In the past three years, it has been recognized by customers, with constant praise and honor, but there have been two customer complaints (20 13). Through door-to-door apology and explanation, we have gained the understanding of our customers and continue to be our loyal customers. Front-line personnel attach great importance to service quality. Once a problem is found, it should be reported and solved quickly without delay, and it should be melted on the spot as far as possible to avoid such incidents. At the same time, the complaint telephone numbers and suggestion books of sub-branches and the head office were distributed in the lobby, and a certain number of customers were randomly selected every quarter to evaluate the bank's account manager and counter service personnel in an all-round way, which strengthened the supervision mechanism.

Regarding the issue of charges, our sub-branch charges in strict accordance with the charging standards set by the head office, and has publicized various charging items in eye-catching places in the lobby, as well as charging brochures for customers to take away and read carefully, so there is no phenomenon of arbitrary charges.