Customer Affirmation

Customers' affirmation and feedback are important indicators for THSRC to review its own quality management performance. In 2023, in line with the government's epidemic prevention downgrade, THSRC has adjusted unwound the relevant epidemic prevention policies. In 2023, the overall service satisfaction is 93% through the online survey, and the customers of the THSRC have paid 96% to 97% importance of the four major service orientations on train schedule planning/ticket service/station facilities and services/train facilities and services while 91% to 96% of customers have given high-satisfaction ratings. In addition to implementing operating procedures and specifications, THSRC personnel also often receive recognition and praise from passengers for their attentive and sincere services. For example, in March 2023, the trains conductor has received a thanks letter from one elderly with mild Alzheimer's disease family member for his assistance on finding, comforting, and also escorted the elderly to transfer smoothly. Taiwan is now an aged society, THSRC employees realize that in addition to providing professional services, we also uphold an extra layer of meticulous care and consideration so that every passenger can reach their destination safely.