THE BANK OF EAST ASIA’s ISO 10002 Certification

November 4, 2021

The Bank Of East Asia obtained ISO 10002 Certification


The Bank of East Asia, Limited (“BEA”) awarded ISO 10002 Quality Management – Customer Satisfaction certification covering its Productivity and Service Quality Department by SGS Hong Kong in Dec 2020.

This ISO 10002 certification recognises BEA’s quality management for customer satisfaction and demonstrates its commitment in providing customer-oriented service.

ISO 10002 Certification Bank of East Asia

This ISO 10002 certification shows that BEA is striving for excellence in customer service and demonstrates its timely response to any customers’ complaints. Customers’ satisfaction is the top priority of BEA.  The Bank of East Asia has intensified both its transparency and competitiveness to cater the needs and expectations of customers.

“Gabriel Consultant assisted BEA to establish ISO 10002 Management System and assist Certification. We believe the ISO 10002 Certification will bring excellent experience to their customers” said Mr. Ricky Pow, Consulting Team Head of Gabriel Consultant.


Incorporated in 1918, The Bank of East Asia, Limited (“BEA”) is a leading Hong Kong- based financial services group listed on The Stock Exchange of Hong Kong, with total consolidated assets of HK$848.7 billion (US$109.5 billion) as of 30th June, 2020.

BEA provides a comprehensive range of corporate banking, personal banking, wealth management, and investment services to customers through an extensive network of approximately 170 outlets covering Hong Kong, the rest of Greater China, Southeast Asia, the United Kingdom, and the United States. For more information, please visit


SGS is No. 1 the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 93,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.


Since 2001 establishment of Headquarter in Hong Kong, Gabriel Consultant is ISO 9001 Certified over 19 years. Gabriel Consultant provide professional consulting services for different industries including : Government Departments, Theme Park, Airlines, Listed Companies, different services providers, logistics service, professional service, manufacturing, construction and trading. In 2019, Gabriel Consultant established a Branch Office in London to extend the oversea market.

ABOUT ISO 10002 : 2018

The International Standard, ISO 10002 – the guideline standard for implementing a complaints management system – helps organisations to identify, manage and understand how successfully they deal with their customers’ complaints.

ISO 10002 Certification-Banking-Customer Service

The ISO 10002 : 2018 standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business. ISO 10002 is relevant to virtually any organisation that wishes to exceed customer expectations, whether they’re in the private, public or voluntary sectors.


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