Press Release
FSC’s Survey on Customer Satisfaction with Digital Financial Services Shows High Satisfaction; Transaction Security and Service Integration Highlighted as Key Priorities
2025-11-13
To better understand public satisfaction with and opinions on digital financial services, the Financial Supervisory Commission (FSC), through the Taiwan Depository & Clearing Corporation (TDCC) and the Taiwan Academy of Banking and Finance (TABF), oversaw a survey entitled “Survey on Customer Satisfaction with Digital Financial Services,” which was commissioned by TDCC and TABF to DSIGroup. The results were presented on October 14 at an event hosted by TDCC, showing an overall customer satisfaction rate of 86 percent. Transaction security and integrated services were identified as the public’s top concerns.
The telephone survey was conducted between March and April, followed by in-depth interviews. Nearly 60 percent of respondents stated that they had used digital financial services within the three months prior to the survey. Internet/mobile banking and mobile payment services were the most frequently used services. Non-users were primarily older adults, individuals with lower educational levels, and those with lower incomes. The main reasons cited for non-usage were “no need” and “lack of knowledge on where to start or how to use such services.”
The survey also indicated an overall satisfaction rate of 86 percent with digital financial services. Six major areas for enhancement were:
1. Enhancing transaction security
2. Expanding practical applications in daily life
3. Developing more integrated and interoperable platforms
4. Simplifying and improving user interfaces to help disadvantaged groups
5. Optimizing the regulatory environment and strengthening dispute-resolution mechanisms
6. Accelerating digital financial innovation
The FSC stated that these concerns and expectations will serve as valuable reference for the future development of digital financial services.
The full report is available on the TDCC’s website. The FSC noted that it will continue to review and refine its fintech-related policies and supervisory measures in light of the survey findings as it seeks to balance innovation and risk management. Furthermore, the FSC will continue to encourage financial institutions and peripheral institutions to optimize their digital financial services to create a more convenient, secure, inclusive, and sustainable digital financial ecosystem.
Contact: Department of Development and Innovation
Tel: 886-2-8968-0086
Please send your inquiry to: FSCmail
The telephone survey was conducted between March and April, followed by in-depth interviews. Nearly 60 percent of respondents stated that they had used digital financial services within the three months prior to the survey. Internet/mobile banking and mobile payment services were the most frequently used services. Non-users were primarily older adults, individuals with lower educational levels, and those with lower incomes. The main reasons cited for non-usage were “no need” and “lack of knowledge on where to start or how to use such services.”
The survey also indicated an overall satisfaction rate of 86 percent with digital financial services. Six major areas for enhancement were:
1. Enhancing transaction security
2. Expanding practical applications in daily life
3. Developing more integrated and interoperable platforms
4. Simplifying and improving user interfaces to help disadvantaged groups
5. Optimizing the regulatory environment and strengthening dispute-resolution mechanisms
6. Accelerating digital financial innovation
The FSC stated that these concerns and expectations will serve as valuable reference for the future development of digital financial services.
The full report is available on the TDCC’s website. The FSC noted that it will continue to review and refine its fintech-related policies and supervisory measures in light of the survey findings as it seeks to balance innovation and risk management. Furthermore, the FSC will continue to encourage financial institutions and peripheral institutions to optimize their digital financial services to create a more convenient, secure, inclusive, and sustainable digital financial ecosystem.
Contact: Department of Development and Innovation
Tel: 886-2-8968-0086
Please send your inquiry to: FSCmail
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- Update： 2025-11-13
