Customer Experiences

Service quality certification

We actively introduce the SGS (Societe Generale Surveillance) service quality verification system. Having been endorsed by the most recognized verification agency in the world for the service provided for 8 consecutive years proves that our service quality and standards maintain a certain level and are closely in line with international standards.

	SGS Qualicert (Service Verification)	SGS ISO 10002:2018 (Quality Management - Customer Satisfaction - Guidelines for complaints handling in organizations)
Acquired	Janauary 15, 2013	August 5, 2013
Review	Review approved on August 31, 2018 Certificate Validity: September 3, 2018-September 3, 2021	Review approved on August 20, 2020 Certificate Validity: September 23, 2020- August 5, 2022
Coverage	Processing procedures for customer service hotline	Processing procedures for all service channels

Service Upgrade Plan

TWM has launched a 24-hour customer service chatbot across various digital channels, providing replies and guided dialogues to confirm customer needs. You can engaged in a conversation with the TWM chatbot on the Facebook fan page or official LINE account. As of 2020, smart customer service chatbot have completed 380,000 service sessions, with customers completing 97.5% of the service on their own with the average score of 4.3 (out of 5). TWM will continue to elevate customer service experience, continue to analyze customer needs and launch diverse services that are thoughtful and satisfactory.

Customer satisfaction

In 2020, the satisfaction of individuals, households and enterprise users reached 89%.