Diverse Customer Service

To ensure customer rights, BOT has a diverse customer service channel and customer complaint management system, which provides immediate response and resolution of customer issues. We also conduct customer satisfaction survey annually, actively listen to customer feedback, and turn customer feedback into a driving force for progress.

Customer Feedback and Rights

To listen to the full range of customer complaint management system and improve the efficiency of handling customer opinions, BOT's customer complaint management system incorporates customer opinions from different channels such as the FSC, the Ministry of Finance's public opinion email, the Financial Ombudsman Institution, the Legislative Yuan, BOT's website and customer service center, and Customer Satisfaction Survey. The system fully presents the original customer's complaint and continuously strengthens the customer complaint management mechanism using the ISO 10002 Customer Satisfaction Management System Certification.

Any feedback received from customers is handled by a dedicated person in accordance with BOT's "Operational Guidelines for the Handling of Customer Complaints and Disputes", and is classified as "simple" or "complex" based on their nature. Simple cases are transferred to the relevant business unit for handling depending on the nature of the complaint. The assistance of relevant business supervisory units is requested for handling complex cases to ensure customers receive satisfactory responses. In 2023, the average number of days for handling customer opinions was 1.54, and the completion rate was 100%.

Customer Feedback Statistics for 2023

Service Quality Management

To strengthen service quality and the corporate image among domestic business units, BOT has formulated an "Annual plan to improve service execution", and conducts periodic spot-checks of the handling of domestic business units in accordance with the assessment items of the "Ministry of Finance's irregular assessment work plan" for serving the people. In 2023, a total of 12 business units were visited, and the deficiencies listed have been reviewed and improved. The results of the visits are submitted to the president for approval and then reported to the competent authority, the Ministry of Finance. Deficiencies are also the focus of future reviews of other business units to strengthen service quality.

BOT also regularly strengthens on-site visits and telephone tests of service quality for designated business units with a high number of customer complaints. The results are included in the year-end performance evaluation of the business unit to improve service efficiency and customer satisfaction.

Customer Satisfaction

Mystery guest projects

We outsourced the inspection of mystery guest projects by an impartial third-party consulting company to evaluate the service process implementation level and customer satisfaction of the BOT 's teller service. This program covers 80% of branches, a total of 124 branches. It also conducted interviews on service implementation and satisfaction of specific groups (such as the elderly, people with disabilities, foreigners, etc.), with 10% branches were evaluated, a total of 18 branches.

Satisfaction survey

To improve service quality, BOT has independently planned and developed a customer satisfaction questionnaire survey system to obtain customer feedback and suggestions. In 2023, a customer satisfaction survey covered all customers, using online questionnaires, on-site questionnaires, and real-time QR code scanning for random sampling. The survey content included seven items: "Courteous manner and attitude of the clerk", "Convenience and efficiency of the customer service", "Professionalism of the clerk", "Friendliness of service facilities", "Cleanliness of the branch environment", "Net Promoter Score (NPS) for BOT", and "valuable feedback for BOT". The response rate of the customer satisfaction questionnaire in 2023 was 81.10%, with a total satisfaction rate of 99.68%. In response to the suggestions collected from customer satisfaction surveys, the business unit will consult with customers to understand their needs, propose corresponding improvement measures, and submit them to the business managing units for subsequent discussion, planning, and handling. After approval by the president, relevant units are required to implement and continuously monitor improvements, committed to continuously improving service quality and customer satisfaction. To also encourage model tellers who are serving customers on the front line, BOT regularly organizes model teller selection activities every year, awards and certificates, and provides generous bonuses to commend and encourage excellent performance. In 2023, 177 excellent model tellers were selected from various business units in Taiwan, and the top two-thirds of 111 model tellers received NT$5,000; The remaining 66 model tellers received NT$3,000.