Customer Experiences

Service quality certification

We have adopted the SGS (Société Générale de Surveillance) service quality verification system. Having our service endorsed by the world's most recognized verification agency for 14 consecutive years proves that our service quality and standards consistently remain at an exceptional level and are fully aligned with international standards.

Certification

Taiwan Mobile is dedicated to establishing an efficient, innovative, and highly accessible customer relations management system.

Omnichannel Support & Feedback: We offer seamless customer contact points, including our "Little My" AI Text Chatbot, online mailboxes, hotlines, and physical retail stores. Customer feedback is systematically routed to responsible departments to drive continuous product and service optimization.

Digital & Physical Accessibility:
  • Digital Channels: Our official website features an "Accessible Zone" with text enlargement. Additionally, the Taiwan Mobile App integrates with native iOS VoiceOver and Android TalkBack to provide audio guides and billing details for visually impaired users.
  • Physical Retail Outlets: 100% of our 367 stores nationwide comply with barrier-free physical standards, featuring wheelchair-accessible entrances and service call bells.

Vulnerable Group Care: Frontline staff proactively assist senior citizens in troubleshooting smartphones to bridge the digital divide. Furthermore, aligned with regulatory guidelines (MOHW & NCC), a mandatory "Inclusive Service Training" is integrated into our new-hire curriculum.

Systematic Complaint Resolution: Upon receiving a customer inquiry or complaint (such as channel sales or network issues), our team forwards the case to the responsible department, and the system automatically dispatches a "Case Acknowledgment" SMS. We commit to processing the case and contacting the customer within 3 business days of receipt.

Feedback-Driven Service Optimization: Customer feedback is actively translated into service improvements. For instance, based on 11 customer inquiries via customer service hotlines and emails in Q3 2025 regarding button placement for prepaid card management in the Taiwan Mobile App, we optimized the Android user interface on November 10, 2025, to enhance the user experience.

Customer satisfaction

In 2025 overall customer satisfaction rate reached 92%

Satisfied respondent 2022 2023 2024 2025 2025 Target
Consumer Business Group(CBG) 90 91 88 91 90
Home Business Group(HBG) 93 92 93 93 93
Enterprise Business Group(EBG) 92 88 92 88 90
Average 92 90 91 91 91