Customer Satisfaction

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:

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:

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:

1. Questionnaire design: The questionnaire covers six major items (brand image, product marketing, sales team, product quality, product delivery and after-sales service).     
2. Survey method: Online questionnaire survey (once a year)
3. Survey objects: Customer satisfaction survey is conducted on domestic dealers, direct sales customers, overseas affiliated companies and customers of related companies.
4. Analysis of survey results:
   1. Quantitative analysis: The I-S Model (Importance-Satisfaction Model) was adopted for the analysis on a five-point scale, and the items that need to be improved are tracked by the respective responsible units.
   2. Qualitative analysis: Customer recommendations are forwarded to relevant units by QC to expedite the adoption of countermeasures and corrective actions.
5. Survey results and improvement suggestions: According to the quantitative and qualitative analysis of the satisfaction results, product marketing and logistic services did not meet customer expectations in 2021, and will be the priority items for improvement in 2022.

Corrective action methods were as follows:

1. Continuous optimization of digital marketing services: Although the satisfaction score of product marketing has improved, it still needs to be strengthened. Through internal organization and personnel adjustment, overseas brand and product marketing promotion activities will be strengthened, including website optimization, catalog integration, regular video release, online exhibitions, etc., in order to enhance digital marketing service capabilities.
2. Further strengthening of logistic services: Due to the extended time of global transportation (including incoming and outgoing materials) due to the pandemic, the delivery delay and uncertainty are high, but in our internal management we will still strengthen process improvement and optimize scheduling management to improve the overall delivery deadline.

Method for satisfaction survey on instruments and products:

1. Questionnaire design: The questionnaire covers four major items (overall quality, product function, product delivery and after-sales service).
2. Survey method: Online questionnaire survey (four times a year)
3. Survey objects: Customer satisfaction survey is conducted on domestic dealers and customers.
4. Analysis of survey results:
   1. Quantitative analysis: A five-point scale was adopted for customer satisfaction, and the items that need to be improved are tracked by the respective responsible units.
   2. Qualitative analysis: Customer recommendations are forwarded to relevant units for countermeasures and corrective actions.

Survey results and recommendations for corrective action:

1. The quantitative and qualitative analysis of the satisfaction survey results indicates that product delivery didn’t meet the expectations of customers in 2020 and 2021, and will be the priority item for improvement in 2022. Corrective action methods were as follows:
2. 1. Further strengthening of product delivery: Due to the extended time of global transportation (including incoming and outgoing materials) due to the pandemic, the delivery delay and uncertainty are high, but in our internal management we will still strengthen process improvement and optimize scheduling management to improve the overall delivery deadline.)

Method for satisfaction survey on home appliances: 

1. The customer satisfaction survey on home appliances is a customer satisfaction survey conducted on domestic customers.
2. Survey method: telephone interview.
3. Survey items and analysis method: Customer satisfaction levels are scored from five aspects: reservation efficiency, on-time maintenance, maintenance efficiency, problem improvement status and service quality, and the results are converted into percentage points for calculation.

Survey results and recommendations for corrective action:

1. Service timeliness improvement:
   1. Manpower has been filled for stations with manpower insufficiency, and the situation is gradually on track after more than six months of implementation.  
   2. Fixed weekly tracking of unfinished parts (hosted by the president of the service company) to improve service efficiency.
2. Technical improvement:
   1. Frequency of intensive training in off-seasons 
   2. The technical data is digitized, and the technical documents for services can be checked in real time via mobile phone. 
   3. The service experience of senior technicians is compiled into a database for the accuracy of pre-service consultation.