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Customer Relationship
Customer relationship management
Ability is committed to achieving customer satisfaction and creating maximum profits, ensuring technologies and procedure capacity, and providing high-quality products and services to satisfy customers' requirements. As such, all employees participate and exhibit their abilities, actions, unity, and prosperous teamwork awareness. High priority and attention are given to source management for each operation, adhere to the philosophy of doing it right at the beginning, and continue to improve internal procedures.
Business contract and order review procedures, customer satisfaction evaluation operation, and customer complaint procedures are put in place to judge the issue point and responsibility attribution for customer complaints, carry out corrective measures and subsequent improvement activities and carry out customer satisfaction surveys at the end of each year. The business department distributes questionnaires to customers and commences improvement examinations based on feedback collected from customers.
Customer satisfaction evaluation procedures
The overall customer satisfaction survey of the Imaging System BU in 2024 showed that the overall satisfaction with products and services has increased significantly compared to 2023. Although customers are satisfied with the service attitude and response provided by Ability, the customer satisfaction in some aspects such as quality improvement, inquiry response and problem analysis speed is low, resulting in the overall statistical satisfaction not reaching the target of 90%. BU has discussed with relevant departments and proposed improvement measures; for example: setting manual operations as high-risk processes and paying special attention to management and gradually changing manual processes to automated operations, using a GSM platform for material management, and establishing a personnel agent handover process to allow personnel agents to seamlessly respond to customer questions, etc. (improving response speed). Regarding customer satisfaction, Ability will continue to improve and strive to meet customer expectations.
| Customer satisfaction | Yr 2023 | Yr 2024 |
|---|---|---|
| CIBU | 82.5% | 88% |
| ISBU | 97.4% | 100% |
| IMBU | 100% | 100% |