Taiwan Depository & Clearing Corporation

Guided by the Financial Supervisory Commission (FSC), a digital financial customer experience satisfaction survey—jointly commissioned by the Taiwan Depository & Clearing Corporation (TDCC) and the Taiwan Academy of Banking and Finance (TABF)—held its results presentation on October 14. By understanding consumers' experiences and suggestions regarding digital financial services offered by financial institutions, the initiative aims to foster a friendly fintech ecosystem. The survey revealed a high overall satisfaction rate of 86%, highlighting key insights into consumer needs and providing direction for financial institutions in Taiwan to strengthen their technological development and service offerings.

Tse-Hua Hu, Director-General of the FSC Department of Development and Innovation, stated that the FSC will use the findings of this survey to continuously review and refine its fintech policies and supervisory measures. The goal is to strike a balance between innovation and risk management, while encouraging financial institutions and related parties to enhance their digital financial services, thereby building a more convenient, secure, inclusive, and sustainable digital financial environment.

TDCC Chairman Bing-Huei Lin emphasized that this survey aligns with the key initiatives of the FSC’s FinTech Development Roadmap 2.0. As the global financial system accelerates its digital transformation, digital financial services have become a driving force for innovation and market competitiveness. This survey provides a clearer picture of the development of digital financial services in Taiwan.

Key findings from the survey highlighted the top concerns among respondents, including: enhancing transaction security, developing diverse everyday application scenarios, integrating more interoperable and open platforms, simplifying user-friendly interfaces to assist disadvantaged groups, improving regulatory frameworks and dispute resolution mechanisms, and accelerating innovation in digital finance.

More than half of the public have already used digital financial services due to the convenience they offer. Thanks to the continuous improvements made by financial institutions, individual service categories achieved satisfaction rates above 90%. The overall satisfaction rate of 86% reflects a realistic alignment with user experiences. However, the emphasis on transaction security and support for vulnerable groups remains an area where financial institutions can continue to improve.