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 of TECO. In 2020, the online customer sales volume accounted for 15.8%, and the non-subsidiary distribution ratio accounted for 11.7%. The overall customer satisfaction evaluation result is published as follows:
|
Customer satisfaction |
2017 |
2018 |
2019 |
2020 |
Target |
|
Overall |
81.3% |
90.0% |
71.4% |
74.2% |
80.9% |
|
Data coverage |
74.4% |
83.6% |
80.0% |
86.3% |
|
|
Motor & Drive |
80.5% |
90.8% |
69.2% |
72.5% |
80% |
|
Data coverage |
84.0% |
95.0% |
90.4% |
100% |
|
|
Home appliance |
85.99% |
84.86% |
83.79% |
82.62% |
85% |
|
Data coverage |
18% |
20% |
19% |
21% |
The satisfaction on electrical and mechanical products declined in 2020 and after investigation of the cause, such decline was mainly due to the “product marketing” and “after-sales service satisfaction” requiring improvement. Improvement methods in 2021 are as follows
Product marketing
Due to the severe impact of the epidemic in 2020, TECO shifted its focus to online sales, which is the trend of the future. TECO therefore launched a digital marketing project for its industrial products in 2021 to strengthen its marketing efforts. This initiative involves the optimization of the group website (incl. affiliated enterprises), strengthening of social media marketing (e.g., Youtube / Facebook/ Linkedln…), optimal utilization of eCommerce platforms for industrial products, and selection of suitable channels to enhance product publicity.
After-sales service
Large-sized, customized motors:
Sales personnel confirm maintenance items and quotations with customers. Upon order and delivery time confirmation, parts required for maintenance are prepared. The factory is notified to carry out maintenance in accordance with the schedule agreed upon by sales personnel and customers.
Small-sized, standard motors:
The factory confirms order contents with sales personnel within three days upon receipt of the motor. Within 3-5 days upon acknowledgment by sales personnel, maintenance items are assessed and a quotation is issued. Upon confirmation with customers, maintenance is carried out in accordance with the schedule agreed upon by customers.
The Service Cloud System was officially adopted in November 2020. Due to initial difficulties in the implementation of the system in the early stages after adoption, the Company provided successive guidance and engaged in real-time interactions with customers regarding use of the system. The ultimate goal is to increase overall satisfaction with after-sale services in 2021.
Contact window: CSR Task Force/Jay LC Huang, Special Assistant, csr@teco.com.tw