Taishin FHC Corporate Social Responsibility Report 2019

127 Stakeholder Engagement Identification and Communication with Stakeholders Step 1 Identification and Communication with Stakeholders Materiality Analysis Step 2 Step 1 Disclosure of Management Approach and Management Mechanism Step 3 Customers Employees Stakeholders Significance to Taishin Communication Channels Main Concerned Topics Corresponding Contents Communication Resluts To ensure that stakeholders' concerned topics are properly addressed and recognized as the foundation for future improvement, Taishin has adopted the 3 steps below to identify key stakeholders and analyze material topics in 2019, which then enables the Company to adjust its developing directions in response to such topics. Taishin adopts the stakeholder engagement approach recommended by AA1000SES:2015, and uses quantitative data of "dependency, responsibility, influence, diverse perspective and tension", which identified 7 types of stakeholders whom are significance to Taishin. We've evaluated each stakeholder's degree of influence on Taishin as weightage reference while prioritizing the topic rankings. In order to learn the true voices of our stakeholders, Taishin has not only enabled multiple communication channels, but also engaged stakeholders through departments that worked closest with them. Through monitoring topics that concerned the stakeholders, the stakeholders' feedbacks served as important motives for internal growth. ● Immediately : Customer service hotline/e- mail/fax,branch service opinion forms, VOC platform, website, and banking apps ● Quarterly : Branch service telephone surveys ● Annually : Customer satisfaction and loyalty surveys ● Irregularly : email, message, App, ATM, events and seminars ● Information and Transaction Security ● Privacy Protection ● Customer Relationship Management ● Business Performance ● Remuneration, Benefits & Employee Care ● Labor-Management Relations ● Plans to improve its digital forensics capacity over the next 3 years and construct an information security monitoring center ● Implementes "Management Regulations on Personal Information Misuse Incidents" and received no penalty from the authority for violation of personal information in 2019. ● Engages a third-party institution to survey customers via phone and the Internet Builds productive relationship and earns trust; accomplishing success as customers' smart partner ● Immediately : Employee relation mailbox and phone, HR Representatives ● Quarterly : Taishin Morning Meetings, labor-management meetings ● Annually : Employee opinion surveys for certain divisions ● Biennially : Employee opinion surveys ● Pays out year-end bonuses based on company performance and individual performance as a means of profit-sharing. ● Conducts market-wide salary surveys and reviews employ- ees' compensation on a yearly basis. Taishin has been a composition of "Taiwan High Compensation 100 Index" for 6 consecutive years since 2014. ● Established a diverse range of communication channels for employees. Having a stable and competitive work force is key to success in a highly competitive business; employees are also an important capital to the company Customer satisfaction rate: 86.5% Engagement rate: 83%