Client Engagement Programme

A Message from James Cliffe, UK Head of Business Banking

At HSBC, we aim to differentiate ourselves by how well we look after all of our customers. We are firmly focused on delivering a Relationship Management service that meets all of your banking requirements, on both a domestic and international basis.

To do this well, we need to understand what our customers think. Our relationship with you is important and we would therefore like to invite you to participate in our Client Engagement Programme for 2015. This is an opportunity for you to give your opinion and feedback on key aspects of your relationship and interactions with HSBC to help us to improve the service we offer.

You will be able to provide feedback which could directly influence the way we run our business; the way your relationship is managed, the channels we provide and the products and services that we develop to meet your commercial needs.

I know your time is precious, and I would be grateful if you could spare approximately twenty minutes to complete the questionnaire. Though you are not obliged to take part, your input and involvement are very much appreciated and will help us to improve the service we offer.

Please be candid about the experiences you have had with HSBC and please feel free to offer any suggestions that will help us provide a better service to your business in the future.

On behalf of HSBC, I would like to thank you for choosing to bank with us, and, if you do participate, to thank you for taking the time to complete this survey.

James Cliffe, UK Head of Business Banking


HSBC is committed to listening to and acting on feedback from our clients and we are seeking to understand our relationships in a consistent and actionable way through a structured global programme. The objective of the programme is to enable us to improve the service offering we provide.

HSBC values its relationship with you and would like to give you the opportunity to give your feedback on the service you receive in a safe and confidential way.

HSBC is committed to acting on the feedback clients give to us and all feedback will be used to identify and act upon areas for service improvement. As a result, clients should benefit from an improved service.

HSBC has appointed Taylor Nelson Sofres (TNS), an accredited and independent market research agency, as our global partner for this programme.

HSBC has provided TNS with your contact details which will only be used for the purpose of this interview. We have not provided TNS with any financial or price sensitive information relating to your business.

TNS will send you an email containing a link to an online survey.

Reminder emails will be sent one week and three weeks after the initial invitation (you will not receive these if you have already completed the survey)

The survey length will take approximately 20 minutes to complete.

The survey length will take approximately 20 minutes to complete.

The email with the link to complete the survey will be sent direct from TNS – . Please can we ask that this address is added to your own email address book to try and avoid the email going into a 'Spam' folder.

The results of the survey will be shared with your Relationship Director to identify improvements needed to enhance the service we provide.

Confirm with your Relationship Director that you do not want to be contacted as part of the survey and they will ensure you are not emailed by TNS.

Please discuss any questions you may have regarding this initiative with your Relationship Director.