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 | 2023 Survey results | Respondents/Sampling Method |
|---|---|---|
| Customer satisfaction survey | Overall satisfaction rate was 89% | The targets of the customer satisfaction surveys included those who opened accounts online at SinoPac Securities in the last five years. Questionnaires were sent by e-mail in the fourth quarter of Net promoter score (NPS) NPS of the brand was 34 2023. The number of effective samples was 3,526. |
| Net promoter score (NPS) | NPS of the brand was 34 | |
| Customer opinion survey | Collected 56 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 99.5% | 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 2023 was 4.30% and we collected a total of 3,016 effective questionnaires. |