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.

To respond to the trend of internationalization of the trade market, Chunghwa Post’s Postal Logistics Park has been built at the base near Taoyuan Airport MRT (A7) National Taiwan Sport University Station. This project aims at creating a smart park, and it plans to include a postal logistics center, a postal information center, The North Taiwan Mail Operating Center, the operations center and other related public facilities, covering a total area of 17.14 hectares. Each building was completed and commenced in succession in 2023. Among them, the Postal Logistics Center is a building with 8 floors above ground (4 floors of the main building, 4 storage units on each floor, with 16 storage units and a storage area of approximately 48,000 pings), 1 floor underground, with a total area of 69,686 pings, and 2 3D turnaround lanes and 218 loading (unloading) platforms.
To cooperate with e-commerce operators for them to enter the park, this will be the very first international level e-commerce logistics park, and it is even a logistics center with high-density introduction of AI artificial intelligence technology and automated warehousing equipment among the peers in the e-commerce industry.

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. Chunghwa Post has established clear key work items and operational requirements, and postal supervision, management, and inspection are conducted by supervisors to ensure that the delivery personnel deliver in accordance with regulations so as to maintain long-term and stable on-address delivery rate. In addition, the training and education of delivery personnel is also strengthened to actively urged post offices to improve the quality of delivery services (such as polite greetings and handling customer complaints).

To improve the overall service quality and strengthen the convenience of communication channels, Chunghwa Post launched the use of the intelligent (text) customer service from February 23, 2021 to replace calling the customer hotline for dedicated person. This intelligence customer service can save the outsourced personnel costs for the customer service hotline and the phone bills, and the system services continue to be improved and optimized. In addition to providing customers with customer hotline for postal consultation, multiple service channels are also provided for customers to choose from to enhance the efficiency and competitiveness of postal services. After the intelligent customer service was launched, customer usage increased every month. In addition to the average of about 14,000 calls in the first three months of operation, the monthly average in 2023 reached 52,828 calls (times).
To improve the overall service quality and strengthen the convenience of communication channels, Chunghwa Post launched the use of the intelligent (text) customer service from February 23, 2021 to replace calling the customer hotline for dedicated person. This intelligence customer service can save the outsourced personnel costs for the customer service hotline and the phone bills, and the system services continue to be improved and optimized. In addition to providing customers with customer hotline for postal consultation, multiple service channels are also provided for customers to choose from to enhance the efficiency and competitiveness of postal services. After the intelligent customer service was launched, customer usage increased every month. In addition to the average of about 14,000 calls in the first three months of operation, the monthly average in 2023 reached 52,828 calls (times).

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 4.80 points in 2023, 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 2023 was 4.7 stars (a total of 40 stores, 34 without duplication), which also met the short-term goal.