Hang Seng Electronic - Customer Satisfaction Survey
Company overview
Hang Seng Electronic is a leading fintech enterprise headquartered in Hangzhou, established in 1995 and listed on the Shanghai Stock Exchange Main Board in 2003 (Stock Code: 600570.SH). As a domestic leader in financial IT solutions, Hang Seng Electronic is committed to the mission of 'Making Finance Simpler,' providing comprehensive information technology services and technical support to various financial institutions including securities, futures, funds, trusts, insurance, banks, exchanges, and private equity firms. The company drives the digitalization and intelligent transformation of the financial industry.
Research background
As competition within the fintech sector intensifies, customer service and product innovation have become critical to maintaining a company's competitive edge. Through long-term service to B2B financial clients, Hang Seng Electronic has recognized the importance of continuously understanding and responding to client needs for business growth. To further improve customer satisfaction, optimize product functionality, and develop precise service strategies, Hang Seng Electronic commissioned CEIDEA Research in April 2023 to conduct a comprehensive customer satisfaction study targeting its B2B clients. This study aims to adopt a client-centric approach, deeply exploring user experiences, service feedback, and potential needs, and supporting the development of a more forward-looking and adaptive customer relationship management system.
Research scope
In April 2023, CEIDEA Research was commissioned by Hang Seng Electronic to conduct a customer satisfaction study targeting B2B clients. The study covers partner institutions across the securities, banking, fund, futures, and insurance sectors. Using a combination of in-depth interviews and structured questionnaires, the research focuses on clients' evaluations of Hang Seng's product functionality, system stability, technical support, and service responsiveness. Additionally, the study examines pain points and improvement suggestions encountered during actual usage, analyzes clients' overall perception of Hang Seng's position in the industry, and identifies future collaboration expectations. Data collection spans multiple regions across the country to ensure sample representativeness and the broad applicability of the research findings.
Expected outcomes
This study will deliver Hang Seng Electronic a comprehensive and systematic customer satisfaction analysis report, helping the company identify strengths and weaknesses in its current products and services, and clarify future optimization directions. The research findings will provide empirical support for Hang Seng Electronic in formulating product upgrade strategies, refining service processes, and strengthening customer loyalty, further solidifying its leadership position in the fintech industry and advancing sustainable development and strategic implementation.
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