Employee and Customer Engagement

Employee Wellbeing Survey

Employee surveys are conducted every year, with a total of 11 aspects and 49 questions, including leadership, colleagueship, innovation, digital cognition, work arrangements, employee benefits, performance appraisal system, career development, and training, quality of life, and employee engagement. Process goes through an anonymous questionnaire survey. The goal is 80 points.

Survey method: An employee opinion survey is conducted every year in Q3, with a total of 13 aspects, including supervisory leadership, getting along with colleagues, innovation, digital cognition, work/system arrangements, employee benefits, performance appraisal, career development, training, quality of life, There are a total of 54 questions on employee engagement, workplace happiness, and work stress. The survey targets all employees of the company through an anonymous online questionnaire, and the results are fed back to the managers of each business unit.

The survey covers sites in Taiwan, Mainland China and United States, accounts for 73%

 According to feedback, the lowest 3 topics are Career opportunities, employee engagement and quality of life.

• Career opportunities: Employees in all units have doubts about performance appraisal, salary adjustment, promotion, and bonus systems. They have low willingness to pursue internal training and have doubts about the company's future development direction.
• Employee engagement: Employees pay attention to whether the communication channels are transparent enough to pass on feedback.
• Work pressure: Most employees mentioned that the lack of manpower and serious gaps lead to high work pressure. In the future, external recruitment will be carried out and professional skills training for internal staff will be strengthened.

The response rate of this questionnaire survey is lower than that of 2022. The reason is that there are 8 more subsidiaries covered and 9 more questions. Improvement action for next year is: The time to fill in the questionnaire to be increased, communication with the worldwide sites to be strengthened, and the content of the questionnaire to be adjusted to fit local needs.

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 2023, the online customer sales revenue accounted for 11.7%, and the sales volume accounted for 14.0%. The overall customer satisfaction evaluation result is published as follows:

Customers Online

Customer Satisfaction Measurement

TECO reorganized its organization in July 2021 and integrated 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.

Improvements be made as follows:

Data covers 100% Global Core Business Units.

Study Method

TECO has three major business groups: Electromechanical systems, home appliance, and Engineering. The percentage of customer satisfaction is calculated based on data from each business groups and calculated by their percentages in overall revenue.

The three major business groups have different customer satisfaction research methods according to different business types: mechanical and electrical systems (B2B), home appliances (B2C), and smart energy engineering (Contract Construction). All details are publicly available on the TECO website.

(1)   Electromechanical Systems Division:

• Questionnaire design: including brand image, product marketing, sales team, product quality, product delivery date, and after-sales service
• Survey cycle: once a year, using online questionnaire survey.
• Survey objects: domestic affiliated companies, domestic direct sales customers, overseas affiliated companies, and overseas direct sales customers.
• Result analysis: use the I-S Model for analysis, and the improvement projects are tracked by the responsible units.

Recommendations for improvement:  (1) In-Sales service: From the evaluation stage, the first version of the design drawing will be established, and the delivery time is expected to be shortened by 1 week to meet customer needs. (2) After-sales service: Customer is not satisfied with work arrange in weekends; Service team should coordinate with customer staff in advance before providing service.

(2)   Home appliance Division:

• Survey method: telephone interviews with domestic customers,
• Result analysis: Satisfaction scoring based on the five aspects of appointment efficiency, on-time maintenance, maintenance efficiency, problem improvement status, and service quality.
• Improvement Recommendations: Improvement of service timeliness: (1) Replenishment of manpower (2) Tracking of unfinished parts (3) Intensive education and training in off-season (4) Digitization of technical data.

(3)   Engineering Division:

• Survey method: Satisfaction scoring is carried out from the aspects of product function, product delivery date, after-sales service, on-time maintenance, maintenance efficiency, maintenance efficiency, processing timeliness, professional technology, labor safety and hygiene, construction quality, construction efficiency, etc., and service quality.
• Result analysis: In 2022, due to the severe shortage of workers due to the epidemic, the construction period cannot be completed as scheduled/
• Improvement Recommendations: Due to the severe shortage of workers in various projects due to the epidemic, the construction period cannot be completed on schedule. Foreign migrant workers are actively recruited, and digital tools are introduced at the same time to reduce manpower demand.