TECO identifies its electromechanical business as the subject and sends the customer satisfaction survey questionnaire to its global customers twice per year to collect the feedback served as the goals of critical improvement. Home appliance business department mainly uses the method of telephone interview as the key method to collect customer feedback. The regional subsidiaries of TECO are the main sales channel for the industrial customers. In 2021, the online customer sales revenue accounted for 13.1%, and the sales volume accounted for 15.1%. The overall customer satisfaction evaluation result is published as follows:
Customer satisfaction |
2018 |
2019 |
2020 |
2021 |
Target |
Overall |
90.0% |
71.4% |
74.2% |
81.1% |
81.5% |
Data coverage |
83.6% |
80.0% |
86.3% |
85.1% |
|
Electromechanical systems |
90.8% |
69.2% |
72.5% |
78.1% |
80% |
Data coverage |
95.0% |
90.4% |
100% |
100% |
|
Home appliance |
84.86% |
83.79% |
82.62% |
84.45% |
85% |
Data coverage |
20% |
19% |
21% |
57% |
|
Engineering |
|
|
|
86.1% |
85% |
Data coverage |
|
|
|
84% |
TECO reorganized its organization in July 2021 and integrate its products into three major business groups: electromechanical systems, Home appliance, and smart energy engineering. The satisfaction ratio is calculated according to the statistical data of individual business groups and the individual goals, and is calculated according to the proportion of the total revenue.
The satisfaction survey is conducted for the improvement of our “product marketing” and “logistic service”. Corrective action methods were as follows:
Product marketing |
Although the satisfaction score of product marketing rises, more improvement is needed by adjusting internal organization and personnel to enhance overseas brand promotion and product marketing activities (including optimization of websites, integration of catalogues, regular release of videos, and online exhibition) and improve our capabilities of digital marketing services. |
Logistic service |
The time of global transport (including incoming and shipment of products) is prolonged due to the external epidemic, resulting in delayed delivery and higher uncertainty. In these circumstances, however, we will still enhance our internal management, improve the process, and optimize schedule management to increase the overall delivery achievement rate. |
Study Methold
Different satisfaction surveys were adopted for TECO’s three major business groups: motor, home appliances and smart energy.
Method for motor satisfaction surveys:
Corrective action methods were as follows:
Method for satisfaction survey on instruments and products:
Survey results and recommendations for corrective action:
Method for satisfaction survey on home appliances:
Survey results and recommendations for corrective action: