Service QualityService Quality
Customer opinions are an important driving force for HFC's progress. To make it easier for customers to contact us, we have established diverse and multiple communication channels. Customers can communicate with us at their own convenience, while we can respond to various problems in real-time. We are always online to serve customers and solve their problems.Customer opinions are an important driving force for HFC's progress. To make it easier for customers to contact us, we have established diverse and multiple communication channels. Customers can communicate with us at their own convenience, while we can respond to various problems in real-time. We are always online to serve customers and solve their problems.
| Communication channels | Content |
| Telephone | Application: 0800-365-365 Customer service: (02)2276-1511 Halfway settlement: (02)5599-9955 |
| Line Text Customer Service | LINE ID: @hfcfinancecs |
| Online Text Customer Service | https://www.hfcfinance.com.tw/ |
| Stakeholder Mailbox | Communications with relevant stakeholders are made through the investor mailbox. In 2021, most of the communications were inquiries and complaints from institutional investors. HFC actively responds to issues related to the institutional investors. Customer complaint cases are transferred to the operation service department for centralized response according to the Company's customer complaint process. |
Customer complaint assignment and optimizationCustomer complaint assignment and optimization
To address the issues raised by our customers, we have established ''a standard operating procedure for handling customer complaints'', which classifies customer complaints into material customer compliant cases (Class A) or general customer compliant cases (Class B and C). After a customer complaint case has been established, we will take the initiative to contact the subject unit and staff of the customer complaint and issue a customer complaint handling form and follow up on the status of the case with dedicated personnel. Follow-up time is based on different levels of customer complaints, which regulates the initial response times of the business divisions, and records of the contact process are made on a case-by-case basis to fully understand the relevant feedback from customers, which are used as the basis for HFC’s continuous improvement.To address the issues raised by our customers, we have established ''a standard operating procedure for handling customer complaints'', which classifies customer complaints into material customer compliant cases (Class A) or general customer compliant cases (Class B and C). After a customer complaint case has been established, we will take the initiative to contact the subject unit and staff of the customer complaint and issue a customer complaint handling form and follow up on the status of the case with dedicated personnel. Follow-up time is based on different levels of customer complaints, which regulates the initial response times of the business divisions, and records of the contact process are made on a case-by-case basis to fully understand the relevant feedback from customers, which are used as the basis for HFC’s continuous improvement.
Customer complaint class | The initial response time of the business division | |
Material customer compliant | A | 3 working days |
General customer compliant | B | 5 working days |
C | ||
In the spirit of customer first, we did not have any case of handling a customer complaint not meeting the standard customer service deadline in 2023, showing that we resolved customer problems efficiently, and the number of customer complaints received in 2023 decreased by about 73.84% compared with the prior year. In addition, 90% of the general customer complaints (levels B and C) were processed early within zero to three days in 2023; meanwhile, we regularly checked open cases every week, and reviewed the average case closure days and reported to senior managers monthly. We regularly analyze and improve customer complaints with statistical data and translate the constructive opinions of customers into practical optimization actions through systematic management to refine our services or develop more products that meet customers' needs.
Complaints handled in 2023
Number of days of handling | A | B | C | Total | % |
0–3 days | 7 | 9 | 0 | 16 | 94.12% |
4–5 days | 0 | 0 | 1 | 1 | 5.88% |
Exceeding SOP | 0 | 0 | 0 | 0 | 0% |
Total | 7 | 9 | 1 | 17 | 100% |
Satisfaction SurveySatisfaction Survey
HFC upholds the spirit of “Customer First.” HFC conducts regular quarterly after-sales customer care surveys for “vehicle installment customers.” The questionnaire includes four main sections: “satisfaction with the service personnel’s explanation of the plan, service personnel’s attitude, approval waiting time for installment services, and overall process experience.” By sending out SMS questionnaires, the company gathers customer satisfaction and feedback on its services, and compiles and categorizes the feedback for relevant departments. This serves as an important reference for future service optimization.HFC upholds the spirit of “Customer First.” HFC conducts regular quarterly after-sales customer care surveys for “vehicle installment customers.” The questionnaire includes four main sections: “satisfaction with the service personnel’s explanation of the plan, service personnel’s attitude, approval waiting time for installment services, and overall process experience.” By sending out SMS questionnaires, the company gathers customer satisfaction and feedback on its services, and compiles and categorizes the feedback for relevant departments. This serves as an important reference for future service optimization.
| Year / Season | 2023 Q3 | 2023 Q4 | 2024 Q1 | 2024 Q2 |
| satisfaction with the service personnel’s explanation of the plan | 4.7 | 4.7 | 4.7 | 4.7 |
| service personnel’s attitude | 4.7 | 4.7 | 4.7 | 4.8 |
| approval waiting time for installment services | 4.7 | 4.8 | 4.8 | 4.8 |
| overall process experience | 4.7 | 4.7 | 4.7 | 4.8 |
| Average | 4.7 | 4.7 | 4.7 | 4.8 |
Every quarter, 6,000 SMS surveys are sent out for the after-sales service survey of vehicle installment customers.