Shin Kong Life Insurance A First in the Life Insurance Industry Has Been Awarded the ISO 10004 Customer Satisfaction Management System Certification | 最新消息 | 新光人壽 企業永續

 Shin Kong Life Insurance is the first life insurance company to receive international certification for the "ISO 10004 Customer Satisfaction Management System." General Manager Min-Yi Huang (4th from left), Independent Director Hong-Neng Ho (3rd from left), and Deputy General Manager Wen-Ying Cai (2nd from left) attended the certification ceremony. The certificate was presented by DNV Certification International's General Manager Zhen-Wei Xie (4th from right), and Commitment Management Consulting's General Manager Shu-Mei You (3rd from right) also attended to witness the ceremony.
 

Shin Kong Life Insurance A First in the Life Insurance Industry Has Been Awarded the ISO 10004 Customer Satisfaction Management System Certification

Shin Kong Life Insurance, a subsidiary of Shin Kong Financial Holdings (2888), has long been committed to listening to customers and implementing the concept of fair customer treatment. Following its certifications for the "RMS Royal Mystery Shop" and "ISO 10002:2018 Customer Complaint Quality Management System," it also adopted the "ISO 10004:2018 Customer Satisfaction Management System" from Commitment Management Consulting last year. Through a systematic approach to monitoring customer satisfaction, it integrates customer NPS (Net Promoter Score) feedback into the "Voice of the Customer (VOC)." This allows customers' diverse feedback and suggestions to be effectively transformed into a basis and driving force for operational process improvements. The company has also successfully obtained the "ISO 10004 Customer Satisfaction Management System" certificate issued by a well-known certification body, setting a high standard for customer experience and trust in the life insurance industry.

The ISO 10004 Customer Satisfaction Management System (CMS) establishes comprehensive customer satisfaction monitoring guidelines and is an internationally recognized customer service management system that helps companies establish effective system monitoring, improve service processes, and enhance customer satisfaction. The certification ceremony was held at the Shin Kong Tower on February 19th. Shin Kong Life Insurance General Manager Min-yi Huang and Independent Director Hong-Neng Ho attended and witnessed the presentation. The ISO 10004 CMS certificate was presented by Zhen-Wei Xie, General Manager of DNV Business Assurance Co., Ltd., a globally renowned third-party certification organization. This recognized Shin Kong Life Insurance's industry-leading performance in customer satisfaction management.

Shin Kong Life Insurance is committed to ESG sustainable operations, always adhering to the diverse perspectives of customer needs and following the core concept of financial friendliness, and continuously launching a series of caring services, including setting up a dedicated "Financially Friendly Senior Hotline" for senior customers aged 65 and above, eliminating the voice IVR operation process and providing fast online consultation services; it also provides translation services in up to 9 languages and indigenous languages, allowing more new immigrants to make appointments through the 0800 hotline or service locations, avoiding many troubles caused by language barriers.

In addition, Shin Kong Life's AI intelligent customer service "Xigua" has optimized more than 20 functions in accordance with the standards for barrier-free websites, and has won the insurance industry's only "AA Label for Barrier-Free Web Accessibility". This year, the official APP has also made multiple optimizations for the visually impaired, supporting a friendly environment for barrier-free operation. These innovative measures are combined with Shin Kong Life's consistent digital transformation strategy and humane care to bring customers the most intimate and high-quality service experience.

To provide customers with five-star, touching service, Shin Kong Life Insurance has continuously strengthened its service processes and customer complaint handling mechanisms in recent years. The company will continue to capitalize on the trend of digital finance and AI applications, proactively leveraging digital tools to optimize service processes in response to changes in the financial environment, strengthen various service aspects, and foster more inclusive growth. Furthermore, Shin Kong Life Insurance will enhance the financial literacy of employees and the public through regular events and outreach. The company hopes to embody its brand spirit of "Light is Everywhere, Heart is with You" and ensure every customer enjoys a friendly and respectful service experience.