Excellent 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."