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 and 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

In order to find out the satisfaction of diverse services and perceptions of Chunghwa Telecom’s corporate image, brand value and quality of service, we have delegated market research companies to design questionnaires using the Taiwan Customer Satisfaction Index(TCSI) based on National Customer Satisfaction Index(NCSI) models, and conduct customer satisfaction survey on a yearly basis. 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. According to the results of annual satisfaction survey, we will request relevant units to conduct further analysis in regard to the items belonging to the fourth quadrant (high importance and low performance) and propose concrete improving measures. Also, there will be a follow-up keeping track of the condition of corrective actions next quarter.

For the satisfaction survey of consumers, we adopt a ten-point scale, the higher the score, the higher the degree of satisfaction. Besides, the score of more than 7 points (including 7 points) is viewed as “satisfied.” In 2017, the average score was 7.57 points and the percentage of satisfied customers was 79.08%.

Category

2015

2016

2017

Score (1 to 10)

7.58

7.45

7.57

Satisfied clients(%)

76.86

74.38

79.08

 

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 and 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

In order to find out the satisfaction of diverse services and perceptions of Chunghwa Telecom’s corporate image, brand value and quality of service, we have delegated market research companies to design questionnaires using the Taiwan Customer Satisfaction Index(TCSI) based on National Customer Satisfaction Index(NCSI) models, and conduct customer satisfaction survey on a yearly basis. 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. According to the results of annual satisfaction survey, we will request relevant units to conduct further analysis in regard to the items belonging to the fourth quadrant (high importance and low performance) and propose concrete improving measures. Also, there will be a follow-up keeping track of the condition of corrective actions next quarter.

For the satisfaction survey of consumers, we adopt a ten-point scale, the higher the score, the higher the degree of satisfaction. Besides, the score of more than 7 points (including 7 points) is viewed as “satisfied.” In 2017, the average score was 7.57 points and the percentage of satisfied customers was 79.08%.

Category

2015

2016

2017

Score (1 to 10)

7.58

7.45

7.57

Satisfied clients(%)

76.86

74.38

79.08