Trusted Service and Customer Relations
Driven by brand values of "Sincerity" and "Professionalism," Taishin not only provides a diverse range of localized and personalized customer service, but also pays close attention to customers' voice and constantly strives for innovation while delivering highly value-added services that make it the trusted smart partner. Taishin places great emphasis on customers' interests and is persistent about service quality. It is the organization's hope to provide customers with the most comprehensive service, which is why it has implemented "Fair Customer Treatment Policy" and "Fair Customer Treatment Strategy" to serve as guidance for employees with respect to customer protection and service delivery, and thereby fulfill the organization's obligations toward ﬁnancial consumer protection.
Taishin Bank is committed to delivering complete service experience for its customers, which is why it engages an independent third-party institution to survey customers via phone and the internet and establish their satisfaction with respect to personnel, product, service, process, channel, benefit and marketing campaign. These ﬁndings are analyzed to serve as reference for service quality strategies in the future. The ﬁnancial holding company and the Bank's personal ﬁnance segment have set their targets at 1% higher than the previous year. Meanwhile, improvement plans have been devised to address customer segments in which the organization has exhibited relatively weak or declined performance, and thereby taking service quality to the next level.
In preparation for the challenges ahead, Taishin has been actively implementing a Bank3.0 project that began its planning phase in 2014 followed by the digital design phase in 2015, and has been implemented progressively in recent years. In order to provide customers with better services and user experience, Taishin has made several major breakthroughs from patent acquisition, product innovation to process optimization. Taishin Bank even became the first local bank to complete testing of cross-border loyalty point exchange using blockchain technology in 2017. With regards to patent acquisition, Taishin registered a total of 3 utility model patents and 8 invention patents in 2018. These patents have led to the introduction of innovative products from mobile banking, new payment tools, wealth management, credit card, loan to wholesale banking, and given rise to new digital banking services branded Richart.
Enhancement of Transaction Security
Given the severe losses suffered by banks around the world as a result of hackers' intrusion into the SWIFT system in 2017, Taishin Bank has since implemented several security protection measures for its information systems, network environment and ATMs, and will continue making enhancements to information security in the future. In addition, the Bank plans to improve its digital forensics capacity over the next three years and construct an information security monitoring center to further strengthen its security network for the protection of customer transaction security.
Protection of Personal Information
Taishin FHC places great emphasis on the protection of personal information, and actively seeks international security certifications as a means to enhance security management practices. In December 2018, Taishin conducted a pre-assessment for "BS10012:2017" - Personal Information Management System (PIMS) that covered the gathering, processing, use and management of personal information ﬁles by the operations team of the Insurance Brokerage Department in its insurance agency service. Taishin Bank also engaged certiﬁed public accountants to perform a special audit on personal information protection in 2018, for which the CPAs issued a statement claiming that the Bank's internal control system has been effectively designed and executed to ensure protection of personal information and fair presentation in all material aspects.