Service quality

As part of our commitment to giving customers an easier, more enjoyable banking experience, we are actively introducing innovative services, including integrated mobile apps, payment management platforms, and 24-hour ATM services in order to create a customer-centric digital finance roadmap comprising three main elements: innovative integrated digital financial management, an innovative payment ecosystem, and a community finance ecosystem. The roadmap's destination is a service environment in which customers' everyday financial needs can be satisfied anywhere, anytime, namely through mobile devices, the Internet, and convenience stores.

Innovative CTBC Bank payment ecosystem

Digital finance

For Global Views Monthly's 2018 First Digital Financial Services Best Bank Awards, nine major aspects of related services were examined, including online money transfers and currency exchange, digital accounts, and mobile payments. Among the 38 banks surveyed, CTBC Bank ranked first in seven of the categories. We have always attached great importance to providing a smooth customer experience—it’s why we’re striving to integrate convenient digital financial services into the daily lives of the public. Whether through virtual or physical channels, CTBC Bank is tailoring the design and processes of its products and services to satisfy the individual needs of customers. Our aim is to provide timely, convenient, and efficient financial services while developing a more secure and convenient banking environment by embracing this new era of digital banking.

Three-pronged strategy

CTBC has adopted a three-pronged strategy comprising digital transformation, digital innovation, and a digital foundation. Powered by the dual engines of banking and insurance, we will continue to launch online and offline digitalization projects and actively engage in digital innovation to provide omni-channel financial services that deliver a consistent financial service experience to customers.

Enhancing corporate banking services

CTBC Bank’s corporate financial services team provides customers with a wide range of professional financial services, including loans, trade financing, cash management, trust and agency services, and international trade financing, as well as investment and financial planning for the offshore private banking needs of high net worth customers. We also provide customized financing and wealth management services based on our customers’ funding and financial planning demands, including various funding options as well as services and advice for their hedging strategies and investment needs.

SME service milestones

Listening to our customers

Informed by insights on consumer demands, CTBC Holding engages in external cooperation and internal R&D as well as utilizes Big Data analysis, customer behavior prediction, and market surveys to determine potential market demands and continually promote a diverse range of innovative products and services in order to satisfy customers’ needs.

Customer satisfaction survey

To better understand the degree to which our customers are satisfied with the various products and services we provide, the Company conducts customer satisfaction surveys for all major service items and the results are adopted as a reference for improvement. Retail banking services: In 2018, a customer satisfaction survey consisting of nearly 30 customer satisfaction surveys were items was conducted with retail banking customers. It covered a wide range of issues including bank branches, financial advisers, customer service, and automated channels as well as the satisfaction rates for various application procedures. In addition, we surveyed the satisfaction rate and needs of customers with respect to different customer segments, corporate accounts, payroll accounts, family financial planning, real estate, additional services, reward points, and other special services. This year, to reach more customers and get their feedback more quickly, we are rolling out a new survey method, which utilizes our official LINE account. We are also continuing to solicit feedback through email, QR codes, and SMS. Approximately 350,000 responses were received in 2018, with an average satisfaction rate of 85%.

Customer complaint early-warning mechanism and related resolution rates of CTBC retail banking

Customer satisfaction rate

Promoting financial and risk management education

To enhance financial literacy and foster sound financial concepts in the general public, CTBC Bank held over 200 forums and seminars in 2018. We also used newspaper, magazine, and online articles to teach the foundations of wealth building. A series of reports and events were continually produced and organized to enhance the dissemination of financial planning-related information based on the diverse needs of customers, including those of different generations.

Taiwan Life also emphasizes the need to give thought to health-related issues, which, after life insurance and retirement planning, are arguably the most crucial factor in maintaining and passing on family wealth. As such, Taiwan Life is committed to ensuring that policyholders adopt appropriate health care concepts and quality solutions. In June 2018, Taiwan Life held four sessions of its Protect Your Home with Insurance healthy living lecture series to instill proper health and cancer concepts in attendees and help them to make comprehensive medical insurance planning for themselves and their families, thereby ensuring adequate risk management of family wealth. In all, approximately 1,354 members of the public attended the lectures.