SinoPac Securities places great importance on customer feedback. To ensure the protection of customer rights, the company conducts annual customer satisfaction surveys and utilizes diverse feedback mechanisms to ensure that valuable customer opinions and issues are promptly addressed and resolved. To enhance service quality, SinoPac Securities has introduced the commonly used Net Promoter Score (NPS) as a customer loyalty indicator, assessing important touchpoints in the customer journey. After customers experience key products or services, their satisfaction and feedback are immediately surveyed. To concretely demonstrate a "customer-centric" approach, the Voice of Customer (VOC) management mechanism captures the voices of customers through cross-departmental evaluation and optimization. This actively aligns with customer needs and expectations, serving as a reference for the optimization of services, products, and processes, thereby deepening customer loyalty to the brand and effectively increasing the willingness of loyal customers to recommend the company.
SinoPac Securities integrates five key dimensions to conduct an in-depth investigation into the brand aspects of the financial holding company, with "customer experience" as the core focus. This aims to understand customer support for the SinoPac brand, covering five areas: brand image, product suitability, platform user experience, personal data and information security, and continuous innovation and optimization. By gaining insights into customer needs from a financial holding perspective, the company can comprehensively grasp the customer landscape, enhance customer acquisition opportunities, and strengthen brand loyalty.
SinoPac Securities continues to enhance platform and process optimization. In 2024, it adopted customer feedback suggestions to complete a total of 49 optimizations and process improvements for features such as Rich Saving Club, DAWHOTOU, and securities lending.
Customer Satisfaction Survey Results
| Survey | 2024 Survey results | Respondents/Sampling Method |
|---|---|---|
| Customer satisfaction survey | Overall satisfaction rate was 89% | The customer satisfaction survey targeted customers who opened accounts online at SinoPac Securities in the past five years. The questionnaires were sent via email in the fourth quarter of 2024, with a total of 3,871 valid samples collected. |
| Net promoter score (NPS) | NPS of the brand was 39 | |
| Customer opinion survey | Collected 380 praises and recommendations from customers | The Customer Service Center learns about customers' satisfaction with the Company through calls and mail, learns more about their opinions, and asks them to provide recommendations. |
| Telephone customer satisfaction survey | Satisfaction rate was 99.52% | 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. The sampling ratio in 2024 was 3.22% and we collected a total of 2,485 effective questionnaires. |