Customer Satisfaction
Chunghwa Telecom (CHT) is committed in delivering "touching services" to its customers. CHT places high importance in customers' satisfaction on the various service indicators and recognition of its corporate image, brand value and service quality. CHT engages an external academic institution (Chung Hua University) each year to conduct a customer satisfaction survey on CHT’s individual, small-medium enterprises (SME) and large corporate clients to evaluate customer satisfaction on key services (fixed line, wireless and data) with respect to CHT’s counter, customer service center, on-site installation, fault reporting, accounting, marketing and corporate customer services. Through this annual survey, CHT expects to discover the issues that are most vital to customers and their expectations for CHT’s respective businesses. As a result, CHT can use these survey findings as the general guidelines for continued business growth. CHT aims to continue improving and enhancing customer service management in order to minimize any dissatisfied customers. CHT measures its customer service quality in 2010:
1. Counter-service Customer Satisfaction Survey (QoS) conducted by CHT.
2. Pursue refined services.
3. Implement the “mystery shopper” survey system.
4. Pursue SGS international service quality certification.
In order to obtain more objective customer satisfaction information for customer service quality improvement, starting October 2009, CHT instituted the real-time automated voicemail callback feature to carry out customer satisfaction survey. Customers who agree to complete the customer satisfaction survey will receive a voicemail survey at the conclusion of their call. This newly added feature enables CHT to obtain more timely and objective customer satisfaction information.
In 2010, Chunghwa Telecom received the platinum award for the "Trusted Brand in Telecommunication Services" in the Asia Pacific region from Reader's Digest for the 7th consecutive year. CHT is the only telecommunication service company in Taiwan granted this honorable award.
Survey of Fixed Communications Service Quality
In order to fulfill National Communication Committee’s (NCC) requirement to protect consumers’ interests and maintain fair competition in the market, CHT established the Fixed Telecommunication Service Quality Assessment. This assessment targets the following subjects: the installation course, service failure frequency per year, service recovery time, billing accuracy, completion rate of network connection, 104 directory service test, customer satisfaction and consumer dispute statistics.
CHT’s market share is over 97% in fixed telecommunication network service; therefore, CHT’s complaint cases are relatively higher than other service provider's. For better consumer interests and right protection, CHT will continue to communicate with its customers and to improve its services.
Chunghwa Telecom (CHT) is committed in delivering "touching services" to its customers. CHT places high importance in customers' satisfaction on the various service indicators and recognition of its corporate image, brand value and service quality. CHT engages an external academic institution (Chung Hua University) each year to conduct a customer satisfaction survey on CHT’s individual, small-medium enterprises (SME) and large corporate clients to evaluate customer satisfaction on key services (fixed line, wireless and data) with respect to CHT’s counter, customer service center, on-site installation, fault reporting, accounting, marketing and corporate customer services. Through this annual survey, CHT expects to discover the issues that are most vital to customers and their expectations for CHT’s respective businesses. As a result, CHT can use these survey findings as the general guidelines for continued business growth. CHT aims to continue improving and enhancing customer service management in order to minimize any dissatisfied customers. CHT measures its customer service quality in 2010:
1. Counter-service Customer Satisfaction Survey (QoS) conducted by CHT.
2. Pursue refined services.
3. Implement the “mystery shopper” survey system.
4. Pursue SGS international service quality certification.
In order to obtain more objective customer satisfaction information for customer service quality improvement, starting October 2009, CHT instituted the real-time automated voicemail callback feature to carry out customer satisfaction survey. Customers who agree to complete the customer satisfaction survey will receive a voicemail survey at the conclusion of their call. This newly added feature enables CHT to obtain more timely and objective customer satisfaction information.
In 2010, Chunghwa Telecom received the platinum award for the "Trusted Brand in Telecommunication Services" in the Asia Pacific region from Reader's Digest for the 7th consecutive year. CHT is the only telecommunication service company in Taiwan granted this honorable award.
Survey of Fixed Communications Service Quality
In order to fulfill National Communication Committee’s (NCC) requirement to protect consumers’ interests and maintain fair competition in the market, CHT established the Fixed Telecommunication Service Quality Assessment. This assessment targets the following subjects: the installation course, service failure frequency per year, service recovery time, billing accuracy, completion rate of network connection, 104 directory service test, customer satisfaction and consumer dispute statistics.
CHT’s market share is over 97% in fixed telecommunication network service; therefore, CHT’s complaint cases are relatively higher than other service provider's. For better consumer interests and right protection, CHT will continue to communicate with its customers and to improve its services.
