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Paper reduction in India

Paper reduction

Our Consumer Banking operations in India undertook a full review of their new account opening forms and the term and conditions associated with credit cards, current accounts, savings accounts and personal loans to see where paper could be saved and costs reduced.

Our staff in India implemented a paper reduction plan that reduced the number of fields in our account opening forms and reduced the number of pages in our terms and conditions, while simplifying the language and making them more customer friendly.

Details of the paper reduction campaign in India

 

Current
accounts
Savings
accounts
Retail
mortgages
Personal
loans
Credit
cards
Account Opening Forms

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Terms and Conditions

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The project simplified our account documentation and reduced the amount of paper consumed in India by 20 per cent. The new processes also allow our staff to improve the level of service to customers, who benefit from spending less time completing an application form or reviewing our terms and conditions.

In a recent customer satisfaction survey, 90 per cent of customers in India answered the question: “Were you satisfied with the number of documents and ease to complete the account opening form?” with a score of eight, nine or 10 (where 10 is highest).

Consumer Banking will launch this paper reduction campaign in 15 countries, covering our core regions by 2011.

Markets to be covered by the paper reduction campaign

Asia Africa Middle East
Bangladesh
China
Hong Kong
India
Korea
Pakistan
Taiwan
Ghana
Kenya
Nigeria
Indonesia
Malaysia
Singapore
Thailand
UAE

Report tools

Annual Report and Accounts 2009