3.3 Customer Services

PSC is committed to ensuring the delivery of the highest quality and comprehensive services to its customers. The Company consistently listens to customer feedback and suggestions and seeks to improve the content and quality of customer service through various measures, aiming to enhance customer satisfaction and loyalty.

Complete Customer Service

To provide clients with the most complete services, we have the customer service hotline and toll-free number in place and have a department dedicated to customer services, the customer service center, with 11 full-time customer service personnel to answer calls and reply to emails, messages, a and a message board, while providing client complaint channels and hotlines to address their issues through our dedicated personnel. We have extended our customer service time to 8:00 p.m., to solve clients’ system issues and assist them in opening accounts online after they get off work, thereby providing more thoughtful services, which has been well received. In 2022, we had a total of 87,337 incoming calls, and answered a total of 87,337 calls, with the call completion rate reaching 73.8%. In terms of categories of services, 26.93% was for consultation, 41.24% for trading assistance (CA certificates or passwords), 31.75% for system issues or troubleshooting, and 0.08% for customer complaints.

According to the ratio of customer consultation items in recent years, it can be seen that the PSC service quality is excellent in the industry. Our customer service personnel are stable and skilled and their professional skills can also be reflected in the service quality. In recent years, the adoption of TeamViewer to serve clients remotely has allowed us to accurately judge and solve their relevant issues in real time; as such, the customer stickiness has continued to increase. In the future, we will focus on the adoption of automated assistance systems to improve the existing service process and quality, thereby allowing customer service personnel to enhance their professional skills and better cater to customer needs when addressing customer inquiries.

3.3.1 Customer Service Satisfaction Survey

Customer satisfaction serves as a crucial indicator that drives PSC to continuously improve and progress in our services. In 2022, we conducted quarterly customer satisfaction surveys, covering various aspects such as customer feedback on transaction certificates, password unlocking, software operations, order placement, and account-related matters. Customers were encouraged to share their experiences and provide suggestions based on their actual usage, facilitating improvements in areas where we fell short. We also actively considered customer feedback and consistently strived to enhance service quality. A total of 2,610 customer satisfaction surveys were collected this year, 1,280 of which were valid. The average customer satisfaction rating was 98.6, reflecting our commitment to providing friendly and considerate customer services in line with customers' actual needs.

Mystery Client Phone Etiquette Testing

To maintain the service quality of our personnel, the responsible unit sends personnel to randomly perform phone etiquette tests on the front-line service personnel of each branch and the head office from time to time. The test report is submitted to the top-level manager of the responsible unit, and the test results are discussed on a case-by-case basis in the national managerial meeting. We commend employees with excellent performance and conduct an internal review of units with lower scores to maintain service quality

3.3.2 Listening to Customer Feedback

Goodwill Interviews with Customers

In compliance with the competent authority’s policies, we proactively engaged in goodwill interviews with our customers in 2022, to learn about their needs and carry out in-depth investigations on brokerage trading. We made a total of 1,858 phone calls to prevent and reduce our sales personnel’s noncompliance behaviors. We also reminded investors of matters to be noted during these calls. Through goodwill interviews, the Company learns about customers’ suggestions for securities specialists or the Company, or services to be further optimized. While promoting the competent authority’s policies, we also learn about customers’ needs so that we can continuously seek improvement.

Smooth Customer Complaint Communication Channel

In accordance with the Financial Consumer Protection Act, we formulated the Consumer Dispute Response Regulations of President Securities Corporation. Once we receive a complaint, the client complaint contact point will file a case to launch the process to communicate, coordinate, respond to, review, and close the case, while storing the data and following up on the case. The customer service center records the entire complaint handling process to protect clients’ rights and interests. In 2022, there were a total of 7 consumer dispute cases, all of which were closed within 30 days as required by the Financial Ombudsman Institution.

3.3.3 Treating Customers Fairly Principles

Policy Formulation

PSC attaches great significance to the rights of financial consumers and the implementation of the treating customers fairly (TCF) principles. The Company has established a policy and strategies for fair customer treatment, accountability system implementation guidelines, and a responsible framework for fair customer treatment. The relevant rules and regulations are regularly updated and amended in accordance with changes in the industry and legal environment.

Promotion and Implementation

According to the Company's policy and strategies for fair customer treatment, treating customers fairly practices are supervised and promoted by the Board of Directors and the President. The crossdepartmental Fair Customer Treatment Team has been established, with the President serving as the convener and chair of meetings. Members of the team comprise department managers or top executives from relevant units and are responsible for planning and implementing TCF principles. They oversee the aspects where each department may violate the TCF principles and propose specific solutions and countermeasures. Reports or improvement plans are presented at quarterly team meetings. The Fair Customer Treatment Team reports the status of fair customer treatment practices to the Audit Committee and the Board of Directors quarterly, ensuring the effective operation and implementation of fair customer treatment

An annual self-assessment of the TCF principles is conducted at PSC. Relevant units conduct selfassessments in accordance with the ten TCF principles. The self-assessment results are then reviewed by the Regulatory Compliance Department and the Audit Office, and the annual assessment scores are reported to the Audit Committee and the Board of Directors.

Education and Training

To ensure the protection of financial consumers and adherence to the TCF principles, PSC conducts regular training courses on financial consumer protection and the TCF principles for all employees every year. Brokerage channels also disseminate information through newsletters and periodically educate front-line service staff on the TCF principles, ensuring the provision of care, protection, and friendly services for the elderly, young people, and individuals with disabilities.

Implementation Result

Under the continuous supervision of the Board of Directors and with the management team’s collective efforts, the Company achieved the Best Progress Award in the Financial Supervisory Commission's fair customer treatment assessment in 2021. In 2023, PSC ranked in the top 25%-50% tier among large integrated securities firms and will continue its efforts to move towards the top 25% in the future.