Sustainability

Customer Satisfaction

 

 To make sure that consumers’ needs are satisfied, we conduct customer satisfaction survey for Chunghwa Telecom service center, customer service hotline and installation & repair service every year so that we can provide the best possible service an continuous improvement on our services. In addition to regular consumer satisfaction survey conducted by the third party, we also accept NCC’s service quality survey on telecom carriers on a regular basis. The results show that our performance is significantly better than the standard requested by NCC.

 

Consumer Satisfaction Survey

We conduct a broad variety of satisfaction surveys to identify consumers’ most concerned issues and expectations, and use these findings to guide our future improvements. After each survey, consumers’ opinions and suggestions are conveyed promptly to product or business personnel (including Risk Management and Public Relations Departments) using the consumer feedback system. Furthermore, consumers’ opinions are brought to the attention of the head of product and customer service departments, and discussed in monthly meetings to ensure that consumers’ expectations are met.2016 Consumer Satisfaction Survey Results

 

Regarding the items belonging to the fourth quadrant (high importance and low performance) according to the results of the annual satisfaction survey, we will request relevant functional units to conduct further analysis and propose concrete improving measures annually. Also, there will be a follow-up keeping track of the condition of corrective actions next quarter. 

 

 To make sure that consumers’ needs are satisfied, we conduct customer satisfaction survey for Chunghwa Telecom service center, customer service hotline and installation & repair service every year so that we can provide the best possible service an continuous improvement on our services. In addition to regular consumer satisfaction survey conducted by the third party, we also accept NCC’s service quality survey on telecom carriers on a regular basis. The results show that our performance is significantly better than the standard requested by NCC.

 

Consumer Satisfaction Survey

We conduct a broad variety of satisfaction surveys to identify consumers’ most concerned issues and expectations, and use these findings to guide our future improvements. After each survey, consumers’ opinions and suggestions are conveyed promptly to product or business personnel (including Risk Management and Public Relations Departments) using the consumer feedback system. Furthermore, consumers’ opinions are brought to the attention of the head of product and customer service departments, and discussed in monthly meetings to ensure that consumers’ expectations are met.2016 Consumer Satisfaction Survey Results

 

Regarding the items belonging to the fourth quadrant (high importance and low performance) according to the results of the annual satisfaction survey, we will request relevant functional units to conduct further analysis and propose concrete improving measures annually. Also, there will be a follow-up keeping track of the condition of corrective actions next quarter.