"2020 Best Bank Evaluation" is a survey conducted by the Shih Hsin University Polling Center commissioned by the magazine Excellence. This survey is to learn about the cognitive appraisal of nearly 70 domestic banks by the general public over the age of 20 (1,400 valid samples) in various parts of Taiwan through online surveys and telephone interviews. The evaluation includes the current status of the banking industry's image, service, and innovation, and is divided into three categories: financial holdings, non-financial holdings, and foreign banks. Land Bank won the "Best Service Quality Award" in the non-financial holding category, and was invited to participate in the 2020 Best Bank Evaluation Awards Ceremony. On that day (Aug. 11), the Chairman of the Financial Supervisory Commission, Huang Tien-mu, was invited to give an opening speech to encourage the winning banks to continue to improve their services. In addition, the chairman of the Commerce Development Research Institute, Hsu Tain-Tsair, personally presented the awards to the winning banks. Land Bank is now more than 70 years old, and can be considered as a veteran of the financial industry. Even though the financial environment changes constantly and we had gone through many innovations, our willingness to serve customers never changes. It is this perseverance that drives our outstanding performance in the field of customer service this year. Following Land Bank's "excellent" rating last year, we were ranked this year (2020) as the top 20% of all banks in the "Evaluation of Treating Customers Fairly Principles" held by Financial Supervisory Commission. This time, we also won the "Best Service Quality Award" in the non-financial holding category of the "2020 Best Bank Evaluation", affirming our effort on providing professional, responsible, thoughtful, and caring services throughout the years. To continuously improve the quality of customer service, Land Bank has established multiple customer complaint channels to facilitate the delivery of comments and grievance, and has also organized a "Customer Care Committee" to effectively handle customer complaints, which serve as goals for future improvements after being reviewed and analyzed. In addition, we also provide financial-friendly services through physical facilities and internet platforms to implement inclusive financing. Looking to the future, Land Bank will continue to provide customers with professional and high-quality services, stay gold, forge ahead, and strive to improve the quality of service to financial consumers. At the same time, we are advancing towards the goal of becoming an all-round high-quality financial institution with a positive, stable, and diversified development direction.
On July 1, 2005, FSC launched the "SME Loan Strengthening Program for Domestic Banks" to encourage long-term partnerships between banks and SMEs, and create a favorable environment for SME financing. The total SME loan balance in 2019 (14th term) is expected to reach NT$ 270 billion. At the end of December 2019, SME loans offered by domestic banks have increased by NT$ 459.9 billion compared with the same period in 2018 with excellent results. Banks with excellent performance have been selected by FSC, using overall and regional SME loan contribution and growth as criteria. The Land Bank of Taiwan is 100% state-owned and fully cooperates with the government in promoting policies that support SMEs, helping SMEs obtain necessary funds. This creates a win-win-win for the government, banks, and enterprises. Thanks to active SME loan promotion from all of its members, LBOT was awarded first place for "Excellent Banks for SME Loans" by the Financial Supervisory Commission (FSC). In addition, LBOT was granted two awards in "Special Awards for Balanced Regional Development"—Central and Southern Region Special Awards for Balanced Regional Development. On June 12, 2020, Executive VP He Ying-ming received the awards on behalf of the bank. LBOT has been actively working on self-transformation in recent years. In addition to existing core operations in real estate, it has expanded into corporate loans and has continued to promote financing operations such as "5+2 Key Innovative Industries", "New Southbound", "Urban Renewal," and "Reconstruction of Unsafe and Old Buildings," etc. This is carried out in conjunction with other operations such as wealth management, JCB cards, and overseas Taiwanese businesses. Also in support of the government's "Action Plan for Welcoming Overseas Taiwanese Businesses to Return to Invest in Taiwan," LBOT is offering NT$ 100 billion in "Taiwanese Business Return Loans" as a comprehensive service for the financing needs of returning Taiwanese businesses. And to assist the government's SME financing policy, a "Small Enterprise Easy Loan" is offered to help generate new economic momentum with business owners. Lastly, in solidarity with businesses and citizens in the fight against COVID-19, LBOT has been active in the cooperation of various relief measures from the government. It launched the "Anti-Epidemic Recovery with Land Bank Support" action plan as a form of financial relief for businesses and individuals affected by the pandemic. In the future, LOBT will continue to advance towards the goal of becoming a comprehensive high-quality financial institution in the direction of positive, stable, and diversified development.