STANDARD CHARTERED PIONEERS PERSONAL RETAIL BANKING SERVICES

(HONG KONG, 15 September, 2000) Standard Chartered Bank today inaugurated the opening of the renovated Causeway Bay branch. The new branch has adopted an innovative retail design concept aiming to create a highly interactive and engaging environment for customers.

While in the past few years, competition in the Hong Kong consumer banking industry has been vigourous and the leading banks are competing largely on efficiency and reliability, with relatively low service differentiation. Standard Chartered Bank, however, anticipates the trend will change in the future as customers are demanding more personal and attentive banking services. Standard Chartered believes the real differentiation for consumer banking services is on customer relationship. Branches, the first contact point for consumers, are regarded by Standard Chartered as the primary platform for service improvements.

"As we are migrating into the new millennium, Standard Chartered Bank aims to enhance our interactions with customers through various channels. This new branch design is one of our initiatives to build an intimate and engaging relationship with our customers," said Mr Mike DeNoma, Group Executive Director, Consumer Banking, Standard Chartered Plc. "The Causeway Bay branch is our very first attempt worldwide to adopt an innovative retail approach to facilitate customer service delivery. The same design concept will be adapted in other branches in other countries."

The new branch is divided into four distinctive service zones, the 24-Hour Zone, Teller Zone, Product Resources Zone and Personal Financial Consultant Suites. Each area is designed with enhanced facilities to satisfy customers with different needs.

The 24-Hour Banking Zone is equipped with automated service machines allowing customers to use banking services at all times. The Teller Zone is furnished with more spacious and partitioned counters that provide customers with higher privacy.

For customers who need personal space for Internet banking services, or for viewing product video and literature in details, the Product Resources Zone is an ideal relaxing and private environment. The Personal Financial Consultant Suites cater to one-on-one service and consultation to customers.

"We are proud that Hong Kong has been chosen as the pilot center of this pioneering banking concept," said Mr. Peter Wong, Chief Executive and General Manager, Hong Kong, Standard Chartered Bank. "In fact, we have always been seen to be the pioneer of innovative ideas and services. Like the e-Mortgage and PDA-accessible financial news we launched earlier, this new branch design is yet another step forward for us to get closer to our customers and better satisfy their needs. "

A lot of soft lighting, warm colour scheme, aspiring visual language and sofa setting were used to create a natural and relaxing atmosphere in this new Standard Chartered Causeway Bay branch.

Among the officiating guests was the famous actress and Standard Chartered Platinum Achiever Awardee Ms Carina Lau. She finds the bank impressive. "The first things that I noticed when entering into the branch were the bright colour tone and the friendly faces. I normally feel very stressed out inside a bank but this branch makes me feel really at home," Ms Lau said.

An opinion survey conducted amongst customers after the branch's soft opening in June has yielded very positive findings. Results showed that Standard Chartered was able to enhance the Bank's core values with the new branch design. These values included comfortable environment, responsive and sincere service, sufficient range of services and intimacy with staff.

Based on the Hong Kong experience, Standard Chartered is now formulating a roll-out strategy for the same innovative design concept in selected branches of other markets.

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For further information, please contact:
Eva Law
Standard Chartered Bank
Tel: 2820 3085

Lavina Chan
Standard Chartered Bank
Tel: 2821 1199

Anita Ko
Ogilvy Public Relations
Tel: 2884 8529