Economic Aspect

Customer Relation Management

Issue Date:2021/06/21

 

Chunghwa Telecom values consumers’ opinion. In addition to conveying technical features of the products and services we offer, we look at the matter from the point of view of the consumer. We provide consumers with the most comprehensive, high quality and efficient services putting a wide and diverse range of service channels at their disposal.

We provide a handbook about products and services for consumers that details product characteristics and applications, consider the negative aspect of overuse, and has friendly reminders provided while marketing. In addition, Chunghwa Telecom has set up the “Channel Sale Support Items Management Guideline” and “Channel Sales Support Items Management Implementation Procedures” to make the display of sales support items and operation management consistent throughout all the service and business locations. This ensures a positive service environment for consumers. These are vital for maintaining a superior and professional image as well as the service quality at Chunghwa Telecom. No violations of health and safety and product labeling was reported in 2020.

In 2011, Chunghwa Telecom became the telecom carrier to have all its centers certified for the “ISO 10002:2004 Customer Complaint Management System.” The Company views customer complaints as opportunities to make ongoing improvements. The resolution of customer complaints and dissatisfaction is rule-based and they must be settled within 3 working days. This approach ensures the continuous improvement of service quality.
In addition to the customer service hotline, consumers may also use the corporate website or Representative Line authorized by the President (02-23446789) to raise complaints directly to the assistance of the senior executive.

 

Refined Customer Service

Chunghwa Telecom provides services which are refined, thoughtful and professional to build the most congenial and warm atmosphere around customer relations. We use big data analysis to learn the true needs of customers so that we can offer thoughtful and customized services and products. This positive approach cultivates both favorable impressions and brand loyalty.

 

Review of CHT Customer Service Mechanism

 

Consumer Satisfaction Survey

We conduct a broad variety of satisfaction surveys to identify the issues of most concern to consumers and their expectations. We use these findings to guide future improvements. After each survey, the opinions and suggestions are conveyed promptly to product or business personnel (including Risk Management and the Public Relations Departments) using the consumer feedback system. Furthermore, consumers’ opinions are brought to the attention of the senior manager of the product and customer service departments for discussion at monthly meetings to ensure that the consumers’ expectations receive proper consideration. 


Regarding the IPA (Importance-Performance Analysis) items belonging to the fourth quadrant (high importance and low performance) after a review of the results of the annual satisfaction survey, we will request that the relevant functional units conduct further analysis and propose measures for concrete improvement every year. There will also be a follow-up in the next quarter to keep track of the progress of any corrective action found necessary.

For the satisfaction survey of consumers, we adopt a five-point scale, the higher the score, the higher the degree of satisfaction. Besides, the score of more than 4 points (including 4 points) is viewed as “satisfied.” In 2020, the average score was 4.75 points and the percentage of satisfied customers was 84.92%, reaching our goals of 80% on the percentage of satisfied customers


 

Major Service Interruptions in 2020 and Countermeasures

Pursuant to the provisions governing relevant business promulgated by the National Communications Commission (NCC) in 2017, Chunghwa Telecom proactively discloses and describes incidents and means of damage handling regarding major network obstacles and the repair that follows.
The major network obstacles and countermeasures of the year:
    1. Overview of the Obstacle in 2020
The obstacle with SVG equipment at CHT KLSY Branch on September 12 affected the fixed line communication of 15,585 households.
    2. Review and Corrective Measures
After the review of the obstacle’s root cause, it is summarized as follows:
Two SVG L2 SWs were down due to lightning strikes that led to anomalies of system operation.
To comprehensively improve the maintenance of Chunghwa Telecom to enhance network stability and reliability, following measures were taken:
(1) Two L2 SWITCH spares stored at all branches in case of emergency.
(2) Continuous enhancement of maintenance measures and promotion for preemptive centralized monitoring.
    3. Follow-up Improvement of Maintenance Operation:
(1) All the L2 equipment subject to the risk of lightning strikes replaced to enhance the protection against lightning strikes.
(2) The L2 SWITCH emergency backup SOP and relevant training completed to elevate personnel’s ability for emergency response.
With the ceaseless improvement of maintenance mechanism by the network maintenance department, the average number of obstacles encountered by users has been improved from 0.0007 in 2019 to 0.0006 in 2020, while the average time for obstacle removal improved from 0.138 minutes in 2019 to 0.096 minute in 2020.