Each year we conduct a customer satisfaction survey. Each business unit provides the contact information of important customers in the previous year to facilitate the online survey or personal visit for customers to reflect their opinions for the reference of TOPCO to make continual improvement of products and service processes.
The survey covers customers’ satisfaction in three aspects: corporate image, products, and attitude and professional service of personnel. The survey also includes customers’ satisfaction with our competitors.Besides analyzing customers’ satisfaction in the three aspects of corporate image, products, and attitude and professional service of personnel with statistical techniques, we also request business units to propose corrective action and preventive action (CAPA) for the opinions and problems reflected by customers and state CAPA in the Customer Satisfaction Survey Follow-up Sheet to complete the customer satisfaction handling procedure.
Between April 26 and June 7, 2022, we distributed a total of 329 survey questionnaires to important customers in the previous year and collected a total of 147 responses. At a 95% confidence interval, the overall score was 9.14 out of 10. Evaluation showed that the 2022 satisfaction with products and personnel service was significantly higher than that of the previous two years. Among all aspect, satisfaction with personnel service was the highest at 9.34.
主要客戶調查滿意度
2022/4/26~2022/6/07期間，向前一年度主要客戶發出問卷，共計329份，回收147份。
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Customer Satisfaction Survey Results
Cooperate Image
In 2022, customer satisfaction reached a high score of 9.21, with 92% of customers identifying TOPCO Group as their most preferred supplier.
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Products
In 2022, customer satisfaction reached a remarkable 8.91 out of 10, with 94% of customers identifying TOPCO Group as their most preferred supplier.
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Customer Service
In 2022, customer satisfaction reached an outstanding 9.34 out of 10, with 99% of customers identifying TOPCO Group as their most preferred supplier.
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Customer Satisfaction Tracking Process
In 2022, a total of 11 respondents expressed other opinions. We valued their opinions and reviewed each of them. We then proposed relevant corrective and preventive action, including assistance in shortening product delivery times, capacity expansion and supply increase through coordination with original manufacturers, safety stock maintenance, and so on. The opinions of each customer have been maintained in the Customer Satisfaction Survey Follow-up Sheet for control and follow-up. CAPA solutions provided by the sales unit were reviewed by the supervisor before implementation. CAPA solutions included increasing communication with original manufacturers to prevent supply disruptions, discussing investment projects such as future capacity expansion with original manufacturers, and communication with customers to place orders earlier.
Customer complaint handling
“Stable quality, punctual delivery, quick service” is our policy for maintaining long-term development. Besides understanding customer needs through the satisfaction survey, we have also established a complete follow-up mechanism to ensure customer complaints are properly handled and resolved.
Customer complaint handling process
In 2022, we continued to enhance communication with customers to make continual improvement in quality, operations, and services. Through product testing and analysis, comparing the use of the same batch of products, confirming the delivery process, etc. To analyze the causes of problems, and discuss with the original factory to propose preventive improvement measures, explain to customers in time, follow-up and continuous tracking of improvement results, and the improvement results are finally recognized by customers. In 2022, there were 19 customer complaints, 49% less than that in the previous year.
In 2017, we implemented the version change to ISO 9001:2015. To accelerate and improve the quality of customer complaint handling, each year the sales unit establishes the standard length (days) for handling each customer complaint. The QC center consolidates the number of complaints and length of handling of each unit to calculate the achievement rate of complaint handling and urge the sales unit to make continual improvement.
Statistical Table of Customer Complaints in the Past Three Years
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