Customer Satisfaction

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Customer Satisfaction
  • Customer Satisfaction

SinoPac Securities attaches great importance to the opinions of customers. In order to ensure the implementation of customer rights, it conducts customer satisfaction surveys every year.

Customer Satisfaction Survey Results

Survey 2019 Survey results 2020 Survey results Respondents/Sampling Method
Telephone Customer Service Satisfaction Survey Customer satisfaction reached 99.6%. Customer satisfaction reached 99.46%. SinoPac Securities according to directs customers wishes, that called into customer services into an audio system for a satisfaction survey after the conclusion of services by a specialist.
The sampling ratio in 2019 was 2.08%, and a total of 967 valid questionnaires were collected, in 2020 was 3.95%, and a total of 4,058 valid questionnaires were collected.
Annual Customer Satisfaction Survey The overall satisfaction rate was 88%, and the recommendation for account opening was 82%. The overall satisfaction rate was 89%, and the recommendation for account opening was 86%. Annual Customer Satisfaction Survey is sent by e-mailing questionnaire surveys to understand their satisfaction with services in the four aspects, namely "Account opening", "Transaction", "Service" and "Marketing".
The number of samples in 2019 is 4,002; the number of samples in 2020 is 3,960.
Customer Opinion Survey A total of 55 compliments and suggestions by customers were collected. A total of 153 compliments and suggestions by customers were collected. Through customer calls/letters to the customer service center to understand customer satisfaction with the company, and further understand customer opinions, and ask customers to provide suggestions.