Customer Experiences

Service quality certification

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 nine consecutive years proves that our service quality and standards have remained at a certain level and are in line with international standards.

  SGS Qualicert
(Service Verification)
SGS ISO 10002:2018
(Quality Management - Customer Satisfaction - Guidelines for complaints handling in organizations)

Service Upgrade Plan

In response to the pandemic era, TWM created a new type of intelligent X distance all-round customer service center. Through the quality analysis of intelligent customer service, TWM listens to and summarizes customers' voices, optimizes "intelligent customer service-Hsiao Mai", and lets customers enjoy the best service. For real-life customer service, TWM starts the group backup mechanism, promotes the Home Agent mechanism, and ensures uninterrupted service to meet the telecom needs of customers. During the pandemic prevention period, employees can balance work and family, which can increase the application of remote personnel recruitment and training in the post pandemic era.

Customer satisfaction

In 2021, overall customer satisfaction rate reached 91% in 2021