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 | 2021 Survey results | 2022 Survey results | Respondents/Sampling Method |
|---|---|---|---|
| Annual Customer Satisfaction Survey | Overall satisfaction was 89% Brand recommendation reached 86% (7,766 samples) |
Overall satisfaction was 91% NPS of the brand was 33 (1,591 samples) |
Questionnaires are e-mailed to understand the satisfaction and opinions of natural person customers with respect to "accounting opening," "transaction," "service," and "marketing." |
| Customer opinion survey | Collected 128 praises and recommendations from customers. | Collected 75 praises and recommendations from customers. | The Customer Service Center understands customers' satisfaction with the Company through calls and mail, and further understands their opinions and asks them to provide recommendations. |
| Telephone customer service satisfaction survey | Customer satisfaction reached 99.36%. The sampling ratio was 3.78% and collected a total of 4,350 effective questionnaires. |
Customer satisfaction reached 99.10% The sampling ratio was 4.03% and collected a total of 3,240 effective questionnaires. |
For customers who call the customer service hotline, after services are provided by dedicated personnel, customers are transferred to the voice system if they are willing to take the satisfaction survey. |