Excellent Service

FET ensures the smooth operation of customer service mechanism through an iterative service management system. Regular service quality supervision and inspection and service quality meetings are convened to make sure that customers receive quality experience and services and that the brand value is enhanced. FET integrates warm caring into customer services through a the "360° Store Service" concept and continues to launch thoughtful customer care services. Customized services are provided to meet diverse customer needs, thereby implementing FET's thoughtful philosophy of "closing the distance" in practice.

The FET store service handbook has service guidelines that cover interactions and service reminders for customers with special needs, including the elderly, young children, physically or mentally challenged, and those experiencing language or product difficulties, so that all consumers can experience the thoughtful customer care from FET. FET also encourages all stores to launch community service projects based on their local needs to expand opportunities to communicate with and reach out to the public. For instance, our channel training department collaborated with neighboring communities in Greater Taipei area to host neighborhood consumer courses, so that elderly citizens can learn about the uses and operations of smart products without going to a FET store.

In addition, by planning and implementing innovative system and functions, FET's call center is gradually transforming from traditional to a digitized customer service center. By developing FET Mobile Circle App and Customer Experience Management (CEM) system, we are committed to building a well-rounded digital service center and working toward customer service 4.0. Through continuing to strengthen self-service functions to increase the ratio of digitization, and using big data to analyze consumer's online behavior, customer service personnel can quickly confirm customer status and provide fitting responses to solve signal-related problems.

Customer Satisfaction

An internal service quality and process management mechanism that understands customer opinions and feedback, and ensures that various needs are met, through regular internal and external service satisfaction survey and comprehensive customer complaint management system. These systems help FET to continuously optimize customer management processes. Concurrently, FET also includes customer satisfaction as one of the performance indicators for employee evaluation. By emphasizing on high service quality, we strive to provide unique user experience and the best service perception for customers.

Overall Satisfaction Survey (External)

FET commissions external market survey companies to conduct mobile phone user satisfaction survey in April and October in each year. Approximately 1,200 FET subscribers are interviewed in each survey. These surveys randomly target mobile phone users aged between 15 and 64 who have used the services of one of the five telecommunication companies in Taiwan, including FET. These consumer surveys help FET understand how we position ourselves against our competitors in each service category. Prior to the surveys, we invite employees in the marketing, sales, support, customer service, and online departments to participate in the design and discussion of the questionnaire. Improvement plans are then developed once the survey results are known so as to continually strengthen customer relations management. While FET opted for an even more challenging customer net promoter score (NPS), the survey results in the second half of 2023 showed a slight decline in NPS, suggesting that continued efforts were required. Other details on the satisfaction survey are presented as follow:

• *1. Customer Net Promoter Score (NPS) is calculated using an internationally accepted method. Customers are asked to rate their willingness to recommend the Company on a scale of 0 to 10. The NPS is obtained by subtracting the percentage of respondents who gave a rating of 0 to 6 from the percentage of respondents who gave a rating of 9 to 10. FET adjusted the order of the customer recommendation questions in the questionnaire for 2021, so only the data from 2021 onwards was disclosed..
• *2. 2,400 subscribers aged 15 to 64 years old who have used FET services for three months or longer were randomly selected for the interview ,which accounted for 80% of FET's overall subscribers. Overall satisfaction score was rated on a five-point scale, including "Excellent," "Very Good," "Good," "Fair," and "Poor." "Satisfied" subscribers are defined as those who have given a satisfaction rating of "Excellent," "Very good," and "Good."