Customer Satisfaction
During the provision of products/services, we use different communication methods and frequency to understand the needs of customers, we expect to create more benefits and provide better services for our customers.
Customer Satisfaction
Customer satisfaction results
| 2018 | 2019 | 2020 | 2021 | Goal of 2022 | |
|---|---|---|---|---|---|
| Satisfaction score | 77.2% | 78.6% | 79.7% | 79.7% | 80% |
| Customer coverage (%) | 79.0% | 77.8% | 75.5% | 76.3% | 80% |
- Note: The updated data for 2020 supplements the questionnaires that have not been collected and included in the statistics in the current year.
Customer complaint handling procedure
According to industry characteristics and practical requirements, the service procedure will be adjusted according to customer demands in order to provide more flexible and efficient services. The procedures are mainly based on the RFQ (Request for quotation) or SOW (Statement of Work) provided by individual customers. Customized mission teams are organized to respond to the customers in a timely fashion and provide the best service and quality.