Chunghwa Telecom was fastest in Taiwan
Mobile performance in Taiwan has improved at the country level over the last year. Mean download speed on mobile reached 42.81 Mbps in Q2 2019 and increased 9.8% to 46.99 Mbps in Q2 2020. For context, Taiwan ranked 18th in the world for mobile download speed in July 2020 according to the Speedtest Global Index™.
We compared mobile performance for top providers in Taiwan using Speed Score™ and found Chunghwa Telecom was the fastest provider in Taiwan in Q2 2020 with a Speed Score of 53.98 on modern chipsets. Chunghwa Telecom was followed by FarEasTone and Taiwan Mobile. The three fastest providers on the list have also deployed 5G in different areas of Taiwan. TSTAR was fourth on our list with a Speed Score of 31.68, while GT was fifth with 19.85.
Chunghwa Telecom was highest-rated mobile provider in Q2 2020
Speedtest Consumer Sentiment data is gathered from single-question surveys presented to users at the end of a Speedtest®. This data set provides rich insights into customer satisfaction over time, as well as competitive benchmarking, by providing data on both customers’ overall satisfaction with their network providers (based on a five-star scale) and Net Promoter Score (NPS). By comparing Q2 2020 ratings data from Taiwan’s top providers with their Speed Score during the same period, we can explore the relationship between customer satisfaction and network performance. This article reflects the ratings and NPS of Speedtest users on modern chipsets and does not imply that the results would be the same when looking at Consumer Sentiment data from users across all technologies.
Taiwan’s fastest providers during Q2 2020 also had the highest Consumer Sentiment ratings. Chunghwa Telecom was the highest-rated provider (in addition to being the fastest on our list), while FarEasTone followed with a rating of 3.1 stars. Taiwan Mobile, TSTAR and GT all had an average rating of 2.7 stars, despite a wide difference in Speed Score.
Chunghwa Telecom had highest NPS
Speedtest customers are also asked how likely they are to recommend their provider to friends or family on a 0 to 10 scale. We compared the resulting Net Promoter Score (NPS) with Speed Score to see how performance relates to a customer’s likelihood of recommending a provider. NPS ratings are categorized into Detractors (score 0-6), Passives (score 7-8), and Promoters (score 9-10). NPS is calculated as (% Promoters – % Detractors) x 100. Any NPS score above 0 indicates that a provider’s audience is more loyal than not.
The ranking of top providers by NPS revealed a different order than we saw with performance and ratings. All of Taiwan’s top providers showed a negative NPS, indicating that fewer customers were likely to recommend their operator’s service to friends and family. Chunghwa Telecom and FarEasTone were ranked first and second for NPS, respectively, which aligned with the rankings for network performance. However, GT was third in NPS, but was ranked fifth for performance, and Taiwan Mobile ranked fifth for NPS and third in performance.
A provider’s performance, network availability and quality can all impact a customer’s overall satisfaction. In Taiwan, top-performing operators had the highest ratings and NPS, but ratings and NPS for operators with lower performance indicated that other factors may also shape customers’ perspectives. We look forward to seeing how network speeds improve as Taiwanese providers continue rolling out 5G, and we will continue to monitor Consumer Sentiment data for the region. To read more about Consumer Sentiment and how to track and benchmark customer satisfaction over time, click here.
探索在台灣網路效能與 NPS 之間的關係
網路效能是客戶經驗的關鍵要素，但是就客戶對於行動電信業者及其服務水準的看法而言，這並不是唯一的決定因素。藉由 Speedtest Intelligence® 提供的資料，我們針對台灣 2020 年第 2 季的行動網路業者 (MNO) 的效能進行了比較。同時，我們還在五星級評等和淨推薦分數 (NPS) 方面，將服務供應商效能與 Speedtest Consumer Sentiment™ 相關資料進行了比較，以瞭解網路效能對於客戶滿意度所造成的影響。
中華電信是台灣速度最快的電信公司
在過去的一年裡，台灣的行動效能已經獲得國家級的改善。在 2019 年第 2 季，行動平均下載速度達到 42.81 Mbps，而在 2020 年第 2 季則增加 9.8%，達到 46.99 Mbps。另外，根據 全球網速排行榜™ 的資料，在 2020 年 7 月，台灣的行動下載速度排名為全球第 18 名。
我們使用 Speed Score™ 針對台灣地區 頂尖服務供應商 的行動效能進行比較，發現中華電信是 2020 年第 2 季台灣地區速度最快的供應商，其 現代晶片組 的速度評分為 53.98。在中華電信之後，遠傳電信和台灣大哥大分居二、三名。名單上速度排名前三的供應商也已經 在台灣各區域部署 5G。台灣之星在名單上位列第四，速度評分為 31.68，而亞太電信速度評分為 19.85，排名第五。
中華電信是2020 年第 2 季評分最高的行動服務供應商
我們在 Speedtest® 結束時向使用者呈現單一問題調查問卷，並透過該問卷收集 Speedtest 消費者情緒資料。 本資料集藉由提供有關客戶對於其網路服務供應商的整體滿意度（以五星級評等）和淨推薦分數 (NPS) 的資料，提供關於客戶滿意度隨著時間變化而不斷變化的豐富見解以及競爭性基準。透過在 2020 年第 2 季比較台灣頂尖服務供應商在同一時期的速度評等，我們能夠探究客戶滿意度於網路效能之間的關係。本文章反映的是 Speedtest 使用者對於現代晶片組的評等與 NPS，並未暗示倘若查看所有技術領域使用者的消費者信心資料時，其結果仍會相同。
在 2020 年第 2 季，台灣速度最快的服務供應商同時也獲得最高的消費者信心評等。中華電信是評等最高的供應商（同時也是名單上速度最快的供應商），而遠傳電信緊跟在後，獲得 3.1 顆星的評等。台灣大哥大、台灣之星以及亞太電信三者儘管在速度評分數差異極大，但是皆獲得 2.7 顆星的評分。
中華電信 NPS 最高
我們詢問 Speedtest 客戶是否願意向親友推薦他們的供應商，並要求提供 0 到 10 的分數。我們將淨推薦分數 (NPS) 結果與速度評分進行比較，以瞭解效能與客戶推薦供應商之意願度之間的關聯。NPS 評分歸類為貶低者（0-6 分）、消極者（7-8 分）以及推薦者（9-10 分）。NPS 的計算方式為 (% 推薦者 – % 貶低者) x 100。NPS 分數超過 0 即表示在服務供應商的受訪對象中，忠誠者超過不忠誠者。
按 NPS 所得出的頂尖服務供應商排名順序與按效能及評等所得出的排名順序不同。台灣所有頂尖服務供應商都出現負值的 NPS，表示有較少的客戶願意向其親友推薦自己使用的電信業者服務。中華電信和遠傳電信在 NPS 的排名分居一二，此排名也與網路效能的排名一致。但是亞太電信在 NPS 的排名為第三，而在效能的排名卻是第五；台灣大哥大的 NPS 排名為第五，效能排名則是第三。
服務供應商的效能、網路可用性與品質都會影響客戶整體的滿意度。在台灣，效能最佳的電信業者也擁有最高的評等和 NPS，但效能較低的電信業者的評等與 NPS 卻顯示還有其他因素也可能會影響客戶的看法。我們期望台灣的服務供應商在推廣 5G 服務的過程中也能夠提升網路速度，我們也會持續監測此地區的消費者信心資料。若要閱讀更多有關消費者信心以及如何長期追蹤客戶滿意度並設立基準，請 按此處。