Improvement of Service Quality
Chunghwa Post strives to improve its software and hardware integration capabilities and connects its resources of logistics, financial flow, and information flow, providing comprehensive postal services to enterprises and the general public. To promote the vision of “excellent services and being trusted by all citizens”, the “Execution Plan for Service Quality Improvement” and “Plans for Random Assessments of Public Service” have been established. Each business unit establishes the Service Quality Improvement Working Group for the formulation of strategies and methods to improve services and inspections are strengthened to reach the goal of improving service quality.
Chunghwa Post’s value chain
The plain text description is as follows:
Manufacturer
ISP Information Flow(Virtual)
Enterprise
Supplier Integration Interface
LSP, FSP, Logistics, Cash Flow (Physical)
Supplier
Consumer
Smart Postal Services
In response to the coming of the digital age, Chunghwa Post actively makes use of the IoT technology, big data analysis and new automated mail sorting equipment to improve service quality, and has introduced handheld Personal Digital Assistance (PDA), and built a digital address database in stages. We also connect in series with the GPS communication system of postal vehicles to achieve digitalization of mail information, automation of processing, and transparency of processes, providing the public with real-time dynamic query services for mail delivery. In addition, to assist with the development of cross-border e-commerce, the airmail import and export cargo terminal was established, while cargo-to-mail and self-operated mail transfer services are also promoted.
Postal Logistics Park
To meet the needs of business transformation and development of logistics industry, as well as to work in line with the government’s policy of “digital nation and smart island”, Chunghwa Post has built the Chunghwa Post Logistics Park in the Second Industrial Zone at Taoyuan Airport MRT (A7 Station), integrating business flow, logistics,financial flow, and information flow, and connecting with Taipei, the financial and political center, and Hsinchu Science Park to form a logistics industry cluster effect, aiming to effectively integrate the urban consumer logistics, regional transit logistics, and international logistics, providing the public and enterprises with safe, secure, and stable cross-border logistics services. The park covers a total area of 17.14 hectares, with the Postal Logistics Center, North Taiwan Mail Operating Center, Information Center, Operation Center (formerly Training Center), Industrial and Commercial Service Center (construction is temporarily suspended), and the construction of public facilities within the park area. Currently, the construction of the public facilities and the Logistics Center have been completed, while other buildings are still under construction. The park is scheduled to be completed in 2025 and put into operation in 2026.
Customer Relationship Management
Complete Delivery Rate
Mail delivery is the main business of Chunghwa Post, and the Company has always attached great importance to the quality of mail delivery. The Complete Delivery Rate is the comprehensive calculation of ratio of registered mail, parcel and express mail delivered by the delivery unit to the mail address, serving as the service indicator.
Complete delivery rate of special mails
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2020 99.40%
2021 99.40%
2022 99.42%
2023 99.53%
2024 98.86%
Enduring 99.00%
Customer Satisfaction
To ensure that our customers can contact us to get timely assistance, Chunghwa Post provides multiple business consultation channels, including counter, telephone, video call, customer suggestion mailbox (Email), customer comment form, online intelligent customer service (including online text and real-person text customer services), and so on. In addition, there is also a customer service center to handle customer inquiries, applications, suggestions, complaints, compliments, and business opportunity notifications, serving as a bridge for communication with customers.
The customer service center conducts monthly customer satisfaction survey for analysis and evaluation. For the unsatisfied part, relevant units will be notified for improvement. Based on the average score of 4.53 points of the customer satisfaction in 2017, the satisfaction increased to 4.78 points in 2024, meeting the target of the short-term goal. As for the overall satisfaction of Caring for Agricultural Products Marketing on PostMall, the average satisfaction of the stores in 2024 was 4.7 stars (a total of 33 stores), which also met the short-term goal.
The customer service center conducts monthly customer satisfaction survey for analysis and evaluation. For the unsatisfied part, relevant units will be notified for improvement. Based on the average score of 4.53 points of the customer satisfaction in 2017, the satisfaction increased to 4.78 points in 2024, meeting the target of the short-term goal. As for the overall satisfaction of Caring for Agricultural Products Marketing on PostMall, the average satisfaction of the stores in 2024 was 4.7 stars (a total of 33 stores), which also met the short-term goal.
Results of customer satisfaction survey over the years
The plain text description is as follows:
2017 4.67
2018 4.71
2019 4.71
2020 4.71
2021 4.61
2022 4.53
2023 4.8
2024 4.78