ICBC is "customer-oriented, with satisfactory service"; The 16-character service culture core concept of "people-oriented, integrity as one" aims to accelerate the pace of building a bank with customers' first choice and employees' satisfaction by strengthening the service culture construction.

It is another important achievement of corporate culture construction after ICBC released the integrity culture and compliance culture, and it is also the first time that the domestic banking industry released a bank-wide comprehensive service culture.

The chairman of ICBC said that the release of the core concept of 16 service culture revealed the milestone of ICBC in promoting transformation and development and building a customer-satisfied bank, and it was also a solemn commitment of ICBC to the public.

"Customer-oriented" is the core of ICBC's service culture, which embodies ICBC's customer-oriented service attitude. In accordance with the principle of "customer-centered", we will constantly improve the organizational structure, working mechanism and business processes, and build a global business response, online and offline integration, and a 7×24-hour all-weather service network.

Services always pay attention to customers' needs, listen to customers' voices, understand customers' expectations, strengthen customer-oriented service teams, strengthen the construction of service capabilities and service quality, and build a "customer first choice bank".