Material Issues
(12) Service Quality and Customer Experience
| Material Issue | Service Quality and Customer Experience | |
| GRI Material Topic | Customer health and safety | |
| GRI Management Approach (Related Chapter) | Innovative Service | |
| Risk Involved | The quality of service and the customer experience directly affect customer satisfaction and loyalty. If service is not continuously optimized to meet customers’ expectations, it may hurt the Company’s brand image and reputation or lead to operational losses. | |
| Responsive Actions | With the rise of fintech, Fubon Financial Holdings has developed digital platforms to provide customers more timely and convenient service while streamlining transaction procedures and reducing processing times. This strategy also hopes to indirectly improve customer “stickiness” and create green value for society at a time of changing customer behavior. | |
| Impact Boundary | where the impacts occur | Fubon Financial Holdings |
| The Fubon Financial Holdings’ Involvement with the impacts | Directly | |
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