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::: PersonalBusinessPrivate BankingESGAbout E.SUN
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::: 三條波浪背景圖

Customer Experience and Satisfaction

E.SUN has adopted a scientific approach to track and continuously improve our customer experience.

NPS and Satisfaction

70.5

NPS

    What is Net Promoter Score (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.
93.1%

E.SUN Customer Satisfaction

94.3%

Physical Service Satisfaction

94.6%

Digital Service Satisfaction

95.2%

Elderly Customer Satisfaction
(Over 65 years old)

Data Source: E.SUN Bank internal collection and analysis

Data Period: 2025/01-2025/06

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

If you want to explore other features or have any questions, please visit our FAQs or consult our Chatbot.

Wealth Management: Change of Mutual Funds Dollar Cost Averaging Investment Conditions

Wealth Management: Optimization of Stock Profit/Loss Enquiry Interface

Wealth Management: Optimization of Official Website Fund Query

Wealth Management: Self-Service Inquiry for Personal Financial Consultant and Financial Membership Level

Unified Application Platform: Online Separate Application for Foreign Currency Account

E.SUN Wallet: Inquiry for Bonus Points and Miles Rewards Details

Feedback Channels

  • Branch QR Code Satisfaction Display

    • "Customer Satisfaction QR Code" are installed in every branch nationwide.

    • Locations
  • Phone us

  • Message us

    • For general business inquiries, please leave your information and questions, and our customer service team will contact you.

    • Enquiry/Feedback
  • Satisfaction Survey

    • E.SUN sends satisfaction survey via Email or Mobile Banking APP, inviting you to provide valuable feedback.

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 (2025)
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)