In 2008, China Telecom made its best endeavor to realize the high-level unity of both corporate operation and social responsibility and the harmonious and sustainable development in the economic, social and environmental aspects, under the guidance of the Scientific Development Outlook and the new creative strategy of ¡°focusing on the customers` informatization¡±. China Telecom regards the social service, public service and customers satisfactory rate as the starting point and the foothold and strengthens its service provision in corporate transition, through the gold medal service campaign for welcoming the Beijing Olympics entitled as the¡°Telecommunications and the Social Responsibilities¡±. Taking assessment as the direction, China Telecom enforced the inspection and regulated the enterprise services, strengthened the rear-end cooperation by using the wide-range customer satisfactory rate and the customer channel inspection and assessment, and the comparison with the piers. All these greatly promoted the service capability and service quality, therefore, the customer service basis has been further solidified and the capability for providing branded differential service has become apparent. In 2008, under the third party`s investigation, the comprehensive customer satisfactory index reached 82.8, with 1.8 points higher than the set target. The statistics published by the Customer Complaint Centre under the Ministry of Industry and Information Technology shows that China Telecom received the fewest complaints among the domestic operators for a million customer survey.

In 2008, China Telecom regulates its self-reliance and cooperative operation and customer service by taking the Beijing Olympics the service opportunity and taking the honesty construction as the starting point and participated in the Beijing Olympics with great enthusiasm and high spirits in providing the telecom services, and repaid the society with honesty, standardized and satisfactory telecom services. Corporations at all the levels and the employees within China Telecom showed no coward to the difficulties and fought bravely against the natural disasters during the combat against the frozen snow, severe earthquake and the industry restructuring in 2008, keeping in mind that ¡°Customer First and Service Foremost¡±in order to provide a steady and harmonious environment for the development of the company.

In 2008, in total there was 198 units that won the title of the national ¡°Youth Civilization¡±, and there was 26 units that won the¡°National Civilization Units¡±, and there was 10 subsidiary companies that won the ¡°National Telecom Customer Satisfactory Enterprises¡±.

China Telecom was also awarded with the title of ¡°Outstanding Contribution Award for Donating the Wenchuan Earthquake Area and Guaranteed Product and Services¡± by the Organizing Committee for the China Quality Long March Activities. In 2008, China Telecom also won the title of the ¡°Excellent Unit for as Fulfilling its Commitment to the Olympic Games¡±awarded by the China Consumers¡¯Association.

China Telecom has the long-term service quality guarantee system, which emphasizes the customer perception, and takes the inspection and assessment as the measurements. So far, the assessment system for the service capability and service performance has been formulated primarily, which identifies the appetence between the customer interface and all the channels and resolves the problems from the customers` feedback. All these efforts have raised the customer value and the value of the corporation as well, therefore, the value of the state-owned assets has been increased or at least kept as it was, and also made the contribution to the harmonious progress of the society with the corporate harmonious progress.