annual_report_2019_en

58 Huawei Investment & Holding Co., Ltd.

In customer service, we are committed to building and

improving our basic service capabilities, and focusing on

three service platforms: offline services, online services,

and self-service. Throughout 2019, we provided services

to over 50 million consumers. At the same time, we

used AI technologies to pursue a transformation

towards intelligent customer services, and accepted over

25 million consumer inquiries through robots.

By the end of 2019, the Consumer BG had over 2,600

offline service centers in 105 countries and regions,

providing convenient and fast repair services to

consumers. In 2019, global customer satisfaction with

Huawei’s services increased by 8 percentage points

compared with 2018. We also accepted more than

1,000 consumer suggestions and requests related to

the optimization of products and services, aiming to

constantly improve consumer experiences.

Thanks to the continuous improvements made by

the Consumer BG in product innovation, ecosystem

building, retail, services, and other domains, our brand

recognition and reputation among global consumers

The Huawei Global Flagship Store in

Shenzhen is a three-story building that

adopts the design concept of “City

Square”, combining traditional Chinese

and Western architectural philosophies.

The facade features a large area of

high transmission glass with rounded

corners. The unique semi-open staircase

connects the square with the surrounding

environment, giving the feeling of

a borderless community. Customers

can not only relax and meet up with

friends, but also participate in the free

courses held by the Huawei Community

every day, which cover areas like

photography, videography, health, and

fitness. Customers can also hear from

professionals in various sectors, including

art and tourism.

Huawei’s Global Flagship Store in MixC World, Shenzhen

Photographer Alexan Deng sharing his

experience taking pictures with Huawei

smartphones in the Huawei Community

Customers trying Huawei’s smart devices

at the Huawei Global Flagship Store

continue to grow. We have taken another solid step

forward on our journey toward becoming an iconic

global tech brand.

A report from brand research firm Ipsos showed

that Huawei’s global brand awareness increased

to 93% in 2019, a 4-percentage-point increase

from 2018. Meanwhile, brand consideration among

global consumers had increased to 58% in 2019, up

from 49% in 2018. Global consumers are becoming

increasingly aware of Huawei as a stylish, vibrant,

innovative, and high-end brand.

We have always stressed that everything we do in the

Consumer BG begins and ends with consumers. With

this in mind, we will continue adopting our Seamless

AI Life strategy in 2020. We will continuously innovate

in core technologies, including 5G, AI, AR, and VR,

while actively improving consumer experience by

focusing on consumer touch points such as retail,

service, and marketing. Our ultimate goal is clear:

Deliver an inspired and intelligent experience to

consumers across all devices and scenarios.