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We have adopted the SGS (Societe Generale Surveillance) service quality verification system. Having our service endorsed by the most recognized verification agency in the world for 12 consecutive years proves that our service quality and standards have remained at a certain level and are in line with international standards.
To address the increasing complexity and volume of customer service information, Taiwan Mobile has developed intelligent and innovative services to ensure timely problem resolution.
Our Little My - online AI customer service accurately understands customer queries and provides 24/7 multichannel support. In 2024, it handled an average of 610,000 customer interactions per month.
Through human-machine collaboration, Robotic Process Automation (RPA) has been introduced to automate routine tasks. RPA handles repetitive processes, while tasks requiring human judgment are assigned to specialists, allowing employees to focus on high-value activities.
In 2024 overall customer satisfaction rate reached 91%
| Satisfied respondent | 2021 | 2022 | 2023 | 2024 | 2024 Target |
|---|---|---|---|---|---|
| Consumer Business Group(CBG) | 90 | 90 | 91 | 88 | 90 |
| Home Business Group(HBG) | 93 | 93 | 92 | 93 | 93 |
| Enterprise Business Group(EBG) | 90 | 92 | 88 | 92 | 90 |
| Average | 91 | 92 | 90 | 91 | 91 |
