Focus, Focus, Focus
With the changes in macro environment and regulatory policies, there will be a paradigm shift in the pattern of value creation amongst all participants in the wealth management industry. Noah will conscientiously continue to fulfill its obligations and responsibilities to clients, striving to locate investment opportunities that permit diversification of clients’ risks, and flexible allocation of their assets, and thereby sustaining the Company’s long-term development. Noah adamantly resists any short-term temptations and refuses to engage in capital pooling or maturity mismatching behavior. Noah also refuses to provide high-leverage products, or to impose rigid payment, and all Noah products are held in trust by third parties. As an open product platform in the future, the Group will promote the implementation of its strategic drivers, encouraging evolution from non-standard fixed income product-driven to standardized fund-driven, from product-driven to integrated service-driven, from product sales-driven to investment advisory capability-driven, and from sales scale-driven to funds under active management of investment capability-driven. Under the influences of the slowdown in domestic Chinese economic growth, Sino-US trade war and financial deleveraging etc., it is more important to make the management more refined in many industries. As a result, in 2019 Noah strengthened its risk management efforts, performed strict ratings on the Company’s wealth management products, and began to retain audio or video recordings from the clients during product selling processes. With the improvements in risk control of specific products, hoping that the clients can understand and believe in our value proposition, helping us to grow into a globally intergrated comprehensive financial services brand in the future.
Strict Management of Promotional Materials
In accordance with Securities Investment Fund Law of the People's Republic of China , Measures for the Sale of Securities Investment Funds, Supplementary Provisions on Supervision Matters Concerning Publicity and Promotion Materials of Securities Investment Funds, and other applicable laws and regulations, Noah developed the Measures for Product Marketing Materials Management, according to which all marketing materials created, distributed, and published by Noah must be truthful and accurate, and the product elements should comply with relevant legal documents and regulatory requirements. The document also calls for enhanced investor education and guidance in order to cultivate the right investor mindset in our clients.
Before launch, every product should be checked against the Measures for Product Promotional Materials Management and approved by the Compliance Management Department to ensure that it complies with relevant regulations. A clear risk warning and necessary data basis should also be included. After its launch, a product should be tracked for risk adaptability and investors should be informed of potential risks. In this way, we can protect the interests of our clients.
Risk Adaptability (KYC, KYP and KYA)
Digital KYC, KYP, KYA systems, the 3K modules in the technology, aim at drawing on data analysis for digital marketing, intelligent services, and visualized process management by creating client labels, investment consultancy labels, product labels and 3R labels. Looking at each link of the value chain with sustainable, cumulative advantages built on data, 3K is a crucial step to client centricity in our latest wave of transformation.
Investor Education
Since its incorporation, Noah has regarded “continuous and lifelong learning” as a part of its culture. We attach importance to enhancing investors’ financial knowledge and risk awareness. Taking this as the foundation for development, We implant the life concept of lifelong learning into our employees and clients in all aspects and from multiple dimensions.
We not only help clients make investments but also continue to invest in investor education. We build up a whole idea and knowledge of financial investment and financial planning for investors through online and offline models and grow together with clients.
Noah Investor Education: Key Results
Item
Description
2021 Results
Offline investor education events
Communicating Noah's professional investment philosophy via focusing on investment management
• Number of offline investor education events：1000
•Total number of participants: 26,000
• Total audience covered: 300,000
Online courses and livestreams
Communicating a professional investment philosophy via focusing on investment management and parent-child development
•Livestream views: 28,944
•Number of livestream viewers: 11,032
•Course views: 8,830
• Number of course viewers: 5,204
Client Satisfaction Management
Noah conducts client satisfaction surveys regularly each year, in which Noah listens to clients’ opinions and serves as a reference for improvement. We prioritize surveys of the companies that contact clients in the first line. As an indicator, we evaluate the service quality of the wealth managers and their products and services. Client service employees will sort out client complaints before they are transferred to the Product Department or the Business Development Department. Any complaint involving non-compliance will be referred to the Compliance Department for further investigation.
Item
2019
2020
2021
Percentage of Satisfaction
96%
96.3%
99.47%
Client Reporting and Complaint Mechanism
The ways to accept client complaints include, but are not limited to, 400 client service hotline (4008200025, 4008215399), 96 relationship manager hotline (021- 962516), complaint email (complaint@noahgroup.com), 12386 service hotline complaint direct referral system, online client service, WeChat public platform, letter, member-only area, and on-site visit.
For acceptance, the complaint shall conform to the definition of a complaint and be raised by the client. After the regional relationship manager and the middle and back-office employees of each department of the Group receive a client’s complaint, they shall feedbacks the client’s complaint to the complaint group by one of the above means within 1 business day. If they give no feedbacks or fail to provide feedbacks promptly, they will assume the corresponding liabilities once confirmed.
Focus, Focus, Focus
With the changes in macro environment and regulatory policies, there will be a paradigm shift in the pattern of value creation amongst all participants in the wealth management industry. Noah will conscientiously continue to fulfill its obligations and responsibilities to clients, striving to locate investment opportunities that permit diversification of clients’ risks, and flexible allocation of their assets, and thereby sustaining the Company’s long-term development. Noah adamantly resists any short-term temptations and refuses to engage in capital pooling or maturity mismatching behavior. Noah also refuses to provide high-leverage products, or to impose rigid payment, and all Noah products are held in trust by third parties. As an open product platform in the future, the Group will promote the implementation of its strategic drivers, encouraging evolution from non-standard fixed income product-driven to standardized fund-driven, from product-driven to integrated service-driven, from product sales-driven to investment advisory capability-driven, and from sales scale-driven to funds under active management of investment capability-driven. Under the influences of the slowdown in domestic Chinese economic growth, Sino-US trade war and financial deleveraging etc., it is more important to make the management more refined in many industries. As a result, in 2019 Noah strengthened its risk management efforts, performed strict ratings on the Company’s wealth management products, and began to retain audio or video recordings from the clients during product selling processes. With the improvements in risk control of specific products, hoping that the clients can understand and believe in our value proposition, helping us to grow into a globally intergrated comprehensive financial services brand in the future.
Strict Management of Promotional Materials
In accordance with Securities Investment Fund Law of the People's Republic of China , Measures for the Sale of Securities Investment Funds, Supplementary Provisions on Supervision Matters Concerning Publicity and Promotion Materials of Securities Investment Funds, and other applicable laws and regulations, Noah developed the Measures for Product Marketing Materials Management, according to which all marketing materials created, distributed, and published by Noah must be truthful and accurate, and the product elements should comply with relevant legal documents and regulatory requirements. The document also calls for enhanced investor education and guidance in order to cultivate the right investor mindset in our clients.
Before launch, every product should be checked against the Measures for Product Promotional Materials Management and approved by the Compliance Management Department to ensure that it complies with relevant regulations. A clear risk warning and necessary data basis should also be included. After its launch, a product should be tracked for risk adaptability and investors should be informed of potential risks. In this way, we can protect the interests of our clients.
Risk Adaptability (KYC, KYP and KYA)
Digital KYC, KYP, KYA systems, the 3K modules in the technology, aim at drawing on data analysis for digital marketing, intelligent services, and visualized process management by creating client labels, investment consultancy labels, product labels and 3R labels. Looking at each link of the value chain with sustainable, cumulative advantages built on data, 3K is a crucial step to client centricity in our latest wave of transformation.
Investor Education
Since its incorporation, Noah has regarded “continuous and lifelong learning” as a part of its culture. We attach importance to enhancing investors’ financial knowledge and risk awareness. Taking this as the foundation for development, We implant the life concept of lifelong learning into our employees and clients in all aspects and from multiple dimensions.
We not only help clients make investments but also continue to invest in investor education. We build up a whole idea and knowledge of financial investment and financial planning for investors through online and offline models and grow together with clients.
Noah Investor Education: Key Results
Item
Description
2021 Results
Offline investor education events
Communicating Noah's professional investment philosophy via focusing on investment management
• Number of offline investor education events:1,000
• Total number of participants:26,000
• Total audience covered:300,000
Online courses and livestreams
Communicating a professional investment philosophy via focusing on investment management and parent-child development
• Livestream views:28,944
• Number of livestream viewers:11,032
• Course views:8,830
• Number of course viewers:5,204
Client Satisfaction Management
Noah conducts client satisfaction surveys regularly each year, in which Noah listens to clients’ opinions and serves as a reference for improvement. We prioritize surveys of the companies that contact clients in the first line. As an indicator, we evaluate the service quality of the wealth managers and their products and services. Client service employees will sort out client complaints before they are transferred to the Product Department or the Business Development Department. Any complaint involving non-compliance will be referred to the Compliance Department for further investigation.
Item
2019
2020
2021
Percentage of Satisfaction
96%
96.3%
99.47%
Client Reporting and Complaint Mechanism
The ways to accept client complaints include, but are not limited to, 400 client service hotline (4008200025, 4008215399), 96 relationship manager hotline (021- 962516), complaint email (complaint@noahgroup.com), 12386 service hotline complaint direct referral system, online client service, WeChat public platform, letter, member-only area, and on-site visit.
For acceptance, the complaint shall conform to the definition of a complaint and be raised by the client. After the regional relationship manager and the middle and back-office employees of each department of the Group receive a client’s complaint, they shall feedbacks the client’s complaint to the complaint group by one of the above means within 1 business day. If they give no feedbacks or fail to provide feedbacks promptly, they will assume the corresponding liabilities once confirmed.