To respond to the international trend of protecting the rights of financial consumers and
the "Principles for Financial Service Industries to Treat Customers Fairly" by Financial
Supervisory Commission, E.SUN has ensured our employees' compliance and awareness of related
regulations. We continue to build a culture of treating customers fairly and, centering
around customer experience, ensure service quality, the protection of customer rights, and
improve customer engagement. In addition to helping customers to understand the content of
our financial products and services, we also make sure to disclose necessary information to
customers and care for them through diverse channels to continue improving customer
experience.
■ Bank-wide implementation of the Principles of
Treating Customers Fairly
To promote a corporate culture centered on fair customer treatment, the bank formulated the
E.SUN Bank Fair Customer Treatment Policy and Strategy and E.SUN Securities Fair Customer
Treatment Policy and Strategy in accordance with the "Principle for Financial Service
Industries to Treat Clients Fairly," adopting the principles of fairness, equality, and
reciprocity to protect the interests and rights of customers. The bank also set up a
dedicated team to promote the principle of fair customer treatment, thus reinforcing the
operation of the three lines of defense.
While the overall number of customer complaints in 2020 has increased due to bailout cases,
E.SUN has actively responded to and handled such cases, and formulated plans for related
response measures for different types of customer complaints, such as: Financial consultant
incident response, bailout loan deferred payment, customer complaint handling mechanisms,
and announcement of customer rights and interests, thus strengthening customer rights and
implementing treating customers fairly.
E.SUN is committed to protecting customer assets, pioneering an intelligent anti-fraud
platform, and establishing a two-way inspection mechanism for outward and inward remittance.
If the system finds a suspected fraud, a warning will immediately pop up to prompt
inspection
and remind customers to confirm, constituting a mechanism that has been recognized and
awarded by external parties. In 2020, E.SUN successfully blocked 319 cases of fraud, which
amounted to NT$53,541,746 (including foreign currencies), effectively preventing customers
from being deceived and together maintaining social and financial order.
■ Building a customer-centric experience
E.SUN attaches great importance to customer experience and is committed to listening to and
understanding customers' voices. In so doing, we hope to form actionable plans to make E.SUN
better, thus forming a virtuous circle of continuously improving service quality. Since
2016, E.SUN has been conducting customer satisfaction surveys for services such as account
opening, loans, at the counter transactions, mobile banking, and smart customer service. The
results of the survey are included in the key performance evaluation items of each business
unit, and is also scheduled to be included in the evaluation of the business divisions of
the head office to strengthen the bank's attention to customer experience. To design
services that are more in line with customer experience, E.SUN formulated a "Customer
Experience Proposal Form" in 2020. Through a complete customer service system and the task
team in various business units that have been established, the bank seeks to efficiently
improve and enhance customer experience with real-time, interactive communication.
■ Overview of Customer Satisfaction
Implementation
Note:
- E.SUN's active customers is defined as customers who performed one or more financial
transactions with the bank in the most recent 6 months or who has more than 250 EUR
(NT$8,741) in the balance of their accounts
- Coverage rate = Number of questionnaires distributed / Number of active customers
- Overall customer satisfaction rate* =
(Physical channel customer satisfaction rate*Percentage of services volume + Digital
channel customer satisfaction rate*Percentage of services volume) - Active customer
attrition rate - Customer complaint rate
(1) Heartwarming customer services
By expanding the system of customer service officers, service model employees and lobby
receptionists, E.SUN continues to provide customers with considerate, timely and precisely
tailored services. In order to enhance its service DNA, E.SUN has continuously improved its
service quality management practices, and strives to become the bank that customers most
prefer.
(2) Customer Service Management System
