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 the customer’s satisfaction with three aspects: corporate image, products, and attitude and professional service of personnel. The survey also includes the customer’s satisfaction with our competitors. Besides analyzing the customer’s satisfaction with three aspects: 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.
During May 2–June 8, 2021, we distributed a total of 332 copies of the survey questionnaire to important customers in the previous year and collected a total of 153 responses. At the 95% confidence interval, the overall score is 8.90 out of 10. Further tests and analyses show that there is no significant difference in satisfaction between 2021 and two years ago, and the score of personnel services is 9.1, the highest among all constructs.
主要客戶調查滿意度
2021/5/02~2021/6/08期間，向前一年度主要客戶發出問卷，共計332份，回收153份。
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Customer Satisfaction Survey Results
企業形象
2021年 客戶滿意度高達 8.96 分
並且有 89 % 客戶
最滿意的供應商為崇越集團
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產品
2021年 客戶滿意度高達 8.65 分
並且有 90 % 客戶
最滿意的供應商為崇越集團
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人員服務
2021年 客戶滿意度高達 9.1 分
並且有 89 % 客戶
最滿意的供應商為崇越集團
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Customer Satisfaction Tracking Process
In 2021, a total of 12 respondents expressed other opinions. We value their opinions and reviewed each of them. Then we proposed relevant corrective and preventive action, including assistance in safety stock maintenance, shortening delivery lead-time, and so on. The opinions of each customer are maintained in the Customer Satisfaction Survey Follow-up Sheet for control and follow-up. CAPA solutions provided by sales units are reviewed by the supervisors before implementation. The CAPA solutions included asking customers to provide the demand plan for the next 3–5 years to facilitate discussion of capacity adjustment with the original manufacturers, arrangement for the opinion exchange between technologists of the original manufacturers and customers, and coordination with customers prior to placing orders.
Customer complaint handling
“Reliable quality, punctual delivery, and quick services” is our policy to maintain 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 2017 we implemented the version change to ISO 9001:2015. To improve the quality of and accelerate customer complaint handling, each year sales units establish the standard length (days) for handling each customer complaint. The QC center consolidates the number of complaints and handling length of each unit to calculate the achievement rate of complaint handling and urge sales units to make continual improvement.
In 2021 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 2021 there were 37 customer complaints, 26% less than that of the previous year.
近三年客訴統計表
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