NPS and Satisfaction
70.3
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) ?
93.1%
E.SUN Customer Satisfaction
94.6%
Physical Service Satisfaction
94.4
Digital Service Satisfaction
95.0%
Elderly Customer Satisfaction
(Over 65 years old)
Data Source: E.SUN Bank internal collection and analysis
Data Period: 2025/01-2025/12
Voice of Customers
Types of Customer Feedback (Unit: Entries)
Thank you for your valuable feedback!
E.SUN carefully listens to your voice and implements optimization.
Common Suggestions and Our Responses
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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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For general business inquiries, please leave your information and questions, and our customer service team will contact you.
- 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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