Customer Care Mechanism
Chunghwa Telecom stresses on listening and responding to voices of consumers. By continuously improving and innovating telecom products and featured application services, it is committed to meeting the needs of consumers. Aside from ongoing elevation of product and service quality, it puts consumers at the core. Through diverse service channels, Chunghwa Telecom provides consumers with all-round, high-quality services with efficiency.
As of the end of 2023, Chunghwa Telecom has as many as up to 443 physical regular stores for services across Taiwan, plus 241 franchise stores, totaling 684 stores. As such, it ensures that consumers, whether in urban or remote areas, can receive the most attentive, convenient services of quality.
| Item | Description |
|---|---|
| Customer Service Scale |
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| Diverse Service Channel |
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We treat feedbacks and suggestions from customers as opportunities for the enterprise’s ongoing improvement. On the basis of customer responses, the grievances and feedbacks from customers are required to be addressed in 3 working days for an ongoing improvement of service quality.
To ensure that customer voices and issues are addressed and resolved in a timely manner, we offer diverse channels for consumers to provide feedback, including customer service hotline, corporate website, CHT operator (02-2344-6789), etc., so that consumers can access uninterrupted services.
| KPI | 2020 | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Service Satisfaction（out of 5 points） | 4.75 | 4.75 | 4.75 | 4.77 |
Customer Satisfaction Survey
Chunghwa Telecom commissions external entity to conduct Customer Satisfaction Survey on a yearly basis. Through various types of satisfaction survey, issues and expectations consumers care the most are identified for reference of future improvement.
Upon completion of satisfaction survey, consumer feedbacks and suggestions will be passed on to personnel of product or business departments as well as relevant products services promptly via the consumer feedback handling system. Review meetings are convened regularly in order to meet the expectations from our consumers.
Customer Satisfaction Rate – by Consumer Type
| Consumer Type | Satisfaction Survey Approach | Survey Results（out of 10 points） |
|---|---|---|
| Big Corporations | Executed by commissioned external entities | 9.14 |
| SMEs | 8.68 | |
| Consumers | 7.98 |
Customer Satisfaction Rate – Regardless of Consumer Type
| 2020 | 2021 | 2022 | 2023 | |
|---|---|---|---|---|
| Satisfaction Rate | 84.92% | 83.90% | 82.83% | 85.19 |
| Data Coverage | 100% | 100% | 100% | 100% |
Notes:
1.Our customer satisfaction survey is conducted by impartial third-party organization.2.The reasons for the decline in customer satisfaction were analyzed based on the 2022 customer satisfaction survey, which are an increase in customer complaints and a decrease in communication quality.
3.Hence, by implementing a series of corrective measures in 2023, including integrating multiple service hotlines to enhance customer service experience and launching the “Triple Network Integration Signal Improvement Project” to improve communication quality and optimize the customer complaint handling process, customer complaints have been effectively reduced with an increase in the scores of the 2023 satisfaction survey observed.
