For over 50 years in Hong Kong, Prudential’s customers have entrusted their most valuable financial, retirement and health matters to our company, and we aim to respond to this trust with the highest levels of integrity, loyalty and service.

We adopt a holistic customer service approach and strive to elevate customer experience throughout the entire customer journey, supported by the best technology, innovation and management techniques. The culture of Service Excellence is promoted throughout the company to deliver the best customer experience at every single touch point, be it through our distributors, media and digital platforms or customer service representatives.

Prudential has launched a new customer loyalty programme, “PRUsense”, an exclusive by-invite customer loyalty programme that cultivates customer satisfaction and loyalty by providing tailored benefits and privileges.

Prudential’s customer-oriented culture is also integrated into all departments and teams, promoting a research culture to integrate customer insights into our business and drive innovation. Recently Prudential introduced its “Customer Digital and Innovation Centre” – a platform to better understand the voice of customers (VOC) via indepth interviews, focus group discussions and journey mapping, helping to maximize customer acceptance of new innovations or platforms.