Customer Service and Management-Provider of Services for Smart Living-ESG Development Profiles-Taipower Sustainability Section - Taiwan Power Company

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Customer Service and Management

Diverse Channels for Engagement and Communication

Taipower places great emphasis on issues of concern to the general public. Through diverse channels, the Company maintains bilateral communication with its customers and improves service quality by following customer suggestions.

Diverse Channels for Engagement and Communication

Diversified Information Communication Channel

Taipower transmits information through multiple channels for different purposes as follows:

Communication channel Communication purpose Pipe connection
Official Website of Taiwan Power Company Official Website of Taiwan Power Company As the main gateway for information communication, the website provides the public with the latest and the most complete Taipower information. The site covers six major aspects and 29 topics. Taipower continuously improves the quality of data disclosure and convenience for people searching for information through the refinement of data charts and the principle of open data.
CSR Taipower Sustainability Webpage Demonstrates Taipower's sustainability strategy and the latest news and ESG public information disclosures
facebook Taipower on Facebook Promotes electricity knowledge, power-saving, and electricity safety, push services and event information, and responds to disputes in real-time
Taipower TV - YouTube Channel Taipower TV - YouTube Channel Records the story of Taipower so that the public understands the Company's business promotion and planning, and serves as an audio-visual database for Taipower's external communications
green Taipower Green Net A lively and interactive web page that shares information related to green energy and environmental friendliness with the public, hosts activities and presents news related to environmental education
bill Taipower Electricity Bill Specifies basic information such as fees and the amount of electricity consumed, multiple payment channels available, and reminders to voluntarily reduce electricity consumption.

Through the Medium of District Service Offices

 

Taipower has established a closely-linked service network across Taiwan that offers over-the-counter applications for various power and consultation services. These offices are responsible for the construction and maintenance of power supply lines within their service areas and for accommodating customers' needs with speedy and convenient responses. They are also responsible for the establishment of direct communication and the maintenance of good interactions with customers.

Through the Medium of District Service Offices

Online Feedback Channel

01

Customer feedback mailbox

A customer feedback mailbox was established on the corporate website to provide a smooth and effective feedback channel for the immediate processing of customer opinions, thereby improving service quality and satisfying customer demands.

Customer feedback mailbox

The customer suggestion mailbox received 5,434 messages in 2022

02

Customer Service Hotline

Provide 24/7 services all year round, including electricity bill and business inquiries, acceptance of electricity applications, and repair of power supply line equipment, etc., to improve service satisfaction.

Customer Service Hotline

In 2022, more than 1.705 million calls were answered, and 97.88%of calls were answered within 20 seconds.

03

Dedicated Service

In order to reinforce customer- oriented services, Taipower provide dedicated visiting services to group enterprises and corporate customers using high- voltage above 1,000 kW, national trade associations with high power consumption, science parks, and service windows in industrial zones under the Ministry of Economic Affairs to maintain good communication channels with customers

Dedicated Service

In 2022, there were a total of 4,981 visitations performed for customers.

Customer Satisfaction

Customer Satisfaction

 

In 2022, Taipower conducted an opinion survey of its general, medium and large customers. The scope of the survey included quality of service, Taipower’s corporate image, customer feedback, and overall customer satisfaction. The survey for the year 2022 was conducted from October 6 to December 9 of that year. Over the past few years, customer satisfaction has consistently remained above 90%, indicating that Taipower's various service efforts have been recognized and appreciated by users.

Customer Satisfaction Scores from 2020 to 2022

 
Customer Satisfaction Scores from 2018 to 2020
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