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Customer Experiences

Customer service commitments
We will achieve the goal of creating the best mobile life for our customers and implement our five commitments on comprehensive services.
  • Carefully listen to customer's needs and demonstrate our professional services
  • Handle customer complaints with enthusiasm and offer solutions that are timely and effective
  • Safeguard customer's rights and interests in a reasonable manner and establish a trusting, harmonious and friendly relationship
  • Pay attention to and respect customer's special needs and formulate refined, personalized and quality services on their behalf
  • Work wholeheartedly to resolve complaints satisfactorily and create a win-win atmosphere for customer satisfaction

We will set up a diverse and convenient service channel and establish a public and transparent service handling mechanism.


Service quality certification

Since 2012, the SGS service quality certification system has been introduced. Each year, the certification agencies with the most accreditations in the world implement the service audit and provide endorsement for services provided by us.

  SGS Qualicert
(Service Verification)
SGS ISO 10002: 2014
(Quality Management - Customer Satisfaction - Customer Complaint Handling Guide)
Scope Processing Procedures for Customer Service Hotline Processing procedures for all service channels
 

Customer satisfaction
In general, customer satisfaction rate increased in 2018, and the average of personal, family and enterprise users who were satisfied reached 86%.