Sustainability

Customer Feedback

 

Chunghwa Telecom was the first (in 2011) telecommunication carrier to have call center certified for “ISO 10002:2004 - Customer Complaint Management System.” The Company sees customer’s complaint as an opportunity to make ongoing improvements. We have imposed rules to resolve customers’ dissatisfaction, complaints and opinions within 3 working days, and hence ensure continuous improvement of service quality. 

Apart from the customer service hotline, consumers may also use the corporate website or the Representative line authorized by the President (02-2344-6789) to raise complaints to the assistants of the senior executives directly. To further enhance consumers’ satisfaction, we have collaborated with external institutions to develop a detection system for potential customer complaints while at the same time taking steps to improve on the complaints raised.

KPIs

2015

2016

2017

Customer Service Response within 20 Seconds

78.5%

77.4%

72.26%

Service Satisfaction (5-point scale)

4.61

4.64

4.68

 

Internet communities for customer services:

Facebook fan page Chunghwa Telecom Dr. Q

● MOD fan page

● Hifree fan page

● CHT mobile academy

● HiNet HiChannel

 

Chunghwa Telecom was the first (in 2011) telecommunication carrier to have call center certified for “ISO 10002:2004 - Customer Complaint Management System.” The Company sees customer’s complaint as an opportunity to make ongoing improvements. We have imposed rules to resolve customers’ dissatisfaction, complaints and opinions within 3 working days, and hence ensure continuous improvement of service quality. 

Apart from the customer service hotline, consumers may also use the corporate website or the Representative line authorized by the President (02-2344-6789) to raise complaints to the assistants of the senior executives directly. To further enhance consumers’ satisfaction, we have collaborated with external institutions to develop a detection system for potential customer complaints while at the same time taking steps to improve on the complaints raised.

KPIs

2015

2016

2017

Customer Service Response within 20 Seconds

78.5%

77.4%

72.26%

Service Satisfaction (5-point scale)

4.61

4.64

4.68

 

Internet communities for customer services:

Facebook fan page Chunghwa Telecom Dr. Q

● MOD fan page

● Hifree fan page

● CHT mobile academy

● HiNet HiChannel