Excellent Service

360° Store Heart Service

FET Telecom ensures the seamless operation of its customer service mechanisms through a cyclical service management system. The company regularly conducts various service quality monitoring activities and convenes service quality meetings to deliver excellent customer experiences and enhance brand value. Centered around the 360-degree store service, FET Telecom integrates care into its service DNA and continuously introduces thoughtful service initiatives. By addressing the diverse needs of consumers, the company provides customized services and realizes its vision of warm, zerodistance customer care.

The FET Telecom 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 Telecom. FET Telecom 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 the Greater Taipei area to host neighborhood consumer courses, so that elderly citizens can learn about the uses and operations of smart products without having to visit a FET Telecom store.

Following efforts to plan and implement innovative systems and features, FET Telecom's call center is gradually transitioning from a traditional setting 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 continuously strengthening self-service features to increase the percentage of digitalization while analyzing consumer's online behavior using big data, so that 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 surveys and a 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 high service quality, we strive to provide unique user experience and the best service perception for customers.

Overall Satisfaction Survey (External)

FET Telecom commissions an external market research firm to conduct mobile user satisfaction surveys every April and October, each time interviewing 1,200 FET users. The survey targets mobile phone users aged 15 to 64 across the three major telecom operators in Taiwan, using random telephone sampling to evaluate FET Telecom’s performance across various service aspects relative to competitors.Prior to each survey, representatives from marketing, sales, back-office support, customer service, and network departments are invited to participate in the questionnaire design discussion. Upon receiving the results, these departments jointly develop improvement plans to strengthen customer relationship management. FET Telecom adopts the highly demanding Net Promoter Score (NPS) as its key indicator of customer loyalty. The survey results for the second half of 2024 showed a slight decline, indicating that continued effort is needed. The detailed satisfaction survey results are as follows:

• Note 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 Telecom adjusted the order of the customer recommendation questions in the questionnaire for 2021, so only the data from 2021 onwards was disclosed.
• Note 2 | 2,400 subscribers aged 15 to 64 years old who have used FET Telecom services for three months or longer were randomly selected for the interview ,which accounted for 80% of FET Telecom's overall subscribers. The 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."

Multiple Service Channels

FET is committed to providing a transparent, convenient, and inclusive customer service experience through multiple service channels, ensuring that customers can provide feedback and obtain the information and assistance they need at any time, including:

• Retail Stores: Face-to-face consultation and service support.
• 24/7 Customer Service Hotline: Around-the-clock assistance throughout the year for billing inquiries, product consultations, troubleshooting, and complaint handling.
• Emma, the Intelligent Voice Chatbot: Powered by generative AI technology, Emma provides instant responses to frequently asked questions, guides customers to self-service solutions, and offers personalized service recommendations, enhancing service accessibility and resolution efficiency.
• Customer Service Mailbox: A dedicated channel for customers to submit feedback, raise inquiries, and track case progress.

Listening to Customer Feedback

FET also operates a customer service mailbox as a dedicated channel for customer feedback and complaint submissions, allowing customers to provide requests, suggestions, and service improvement recommendations in writing. All customer feedback is managed through standardized procedures for receipt, tracking, and response.

Customer feedback and complaints are analyzed on a quarterly basis as part of the Voice of Customer (VoC) program and serve as key inputs for product enhancement, service process improvement, and digital service innovation. By integrating human-assisted services, AI-powered customer support, and digital communication channels, FET continuously strengthens customer engagement, enhances customer satisfaction and trust, and upholds its customer-centric approach to sustainable business operations.

Customer Complaint Handling Mechanism

FET provides six major complaint channels—official correspondence, arbitration meetings, customer service hotline, FETnet website, FET Mobile Circle App, and online customer chat—with each channel managed independently. This ensures that customers can smoothly express their opinions and that all issues are addressed appropriately.

Since 2018, FET has continuously obtained the ISO 18295 Customer Contact Centers certification, becoming the first company in Asia to do so. It is also the only telecommunications operator in Taiwan to hold both the ISO 18295 and ISO 10002 certifications for Customer Complaints Handling Management Systems. These certifications serve as the foundation for strengthening the management of customer service centers and ensuring that customer complaints are handled promptly and properly through a systematic approach.Additionally, a cross-departmental task force has been established to improve complaint resolution, conduct regular reviews, and track timeliness.

Following the complaint submission, a dedicated customer service representative will contact the customer to confirm their needs and gather relevant information. The case will then be assigned to the responsible department for investigation and resolution based on its nature.

For major customer complaint cases, the customer service supervisor will notify the Customer Relationship Management Team within two hours to ensure dedicated handling. An initial response to the complaint will be provided within three business days.