NPS and Satisfaction
65.3
NPS
- Net Promoter Score (NPS) is a metric used to measure customer experience and loyalty. By asking customers "How likely are you to recommend E.SUN Bank to your friends or family? (10 is extremely likely, 0 is not at all likely)", customers are categorized as "Promoters" (score 9-10), "Passives" (score 7-8), and "Detractors" (score 0-6). The NPS percentage is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
- According to the "XMI Customer Ratings - Consumer NPS, 2024 (by industry)" reported by Qualtrics, the average Net Promoter Score (NPS) for the banking industry in 2024 was 28.0.
What is Net Promoter Score (NPS) ?
E.SUN Customer Satisfaction
Physical Service Satisfaction
Digital Service Satisfaction
Elderly Customer Satisfaction
(Over 65 years old)
Data Source: E.SUN Bank internal collection and analysis
Data Period: 2024/01-2024/12
Voice of Customers
Types of Customer Feedback
Thank you for your valuable feedback!
E.SUN carefully listens to your voice and implements optimization.
Common Suggestions and Our Responses
Mobile App: Download Photocopy of Passbook Cover and Transaction Details as a PDF file
E.SUN Wallet: Inquiry for Registered Events
E.SUN Wallet: Inquiry for Bonus Points and Miles Rewards Details
Wealth Management: Self-Service Inquiry for Personal Financial Consultant and Financial Membership Level
Counter Service: Appointment Page For Opening An Account
Feedback Channels
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Branch QR Code Satisfaction Display
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"Customer Satisfaction QR Code" are installed in every branch nationwide.
- Locations
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Phone us
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(02) 2182-1313、0800-30-1313
- We're here to help
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Message us
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This page is an encrypted page, so please feel free to fill in the form.
- Enquiry/Feedback
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Satisfaction Survey
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E.SUN sends satisfaction survey via Email or Mobile Banking APP, inviting you to provide valuable feedback.
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External Awards
Fair Treatment of Customers Award
One of the top 25% of banks in the Industry for three consecutive years (2024)
Commercial Times
Service Survey in Taiwan - Gold Medal Award of Banking Industry (2024)
Taiwan Best Customer Center Award - Gold Medal Award of Banking Industry (2024)
The Asian Banker
Most Recommended Retail Bank in Taiwan (2024), Best Customer Experience Initiative in Taiwan (2024)
Wealth Financial Award
Quality Award for Domestic Bank Customer Recommendation (2024)
