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Customer Experiences

Customer service commitments

In this new era of 4G smart lifestyles, services are becoming more diversified and sophisticated. TWM has made available a number of convenient service channels and continues to provide customers with a transparent and systematic service with professional, efficient, cordial, caring and outstanding service quality.

Service quality certification

ISO 10002:2014 Qualicert
Scope Customer service hotline and handling procedures Handling procedures for all service avenues

Customer satisfaction

TWM's overall satisfaction level in 2016 indicates an improvement over the previous year, with an average score of 3.8. Among all customers, 61% were satisfied. The highest satisfaction level, with a score of 4.3, was achieved in the category of customer services, where 83% of the customers were reported to be satisfied.

Customer satisfaction as an important indicator 2014 2015 2016
Average score Satisfied (%) Average score Satisfied (%) Average score Satisfied (%)
Overall satisfaction 3.7 55% 3.7 58% 3.8 61%
Satisfaction with voice quality 3.7 60% 3.7 58% 3.8 61%
Satisfaction with customer services 4.3 80% 4.4 86% 4.3 83%
Satisfaction with store services 4.1 76% 4.2 81% 4.2 77%

Note 1: A five-point scale is employed to determine satisfaction scores. Very satisfied, Satisfied, Neutral, Dissatisfied, and Very dissatisfied are indicated with 5, 4, 3, 2 and 1, respectively.
Note 2: The satisfaction level (in %) in the above table refers to the percentage of respondents who have chosen a score of 4 or 5