Cross-Functional Integration: Led by the sales unit, integrating R&D, Quality Assurance, Manufacturing, and Procurement departments to comprehensively address customer requirements in quality, technology, lead time, and post-sales service.
Localized Service & Demand Insights: Engage in regular visits via sales teams to capture industry trends and customer demands, accelerating response speed.
Professional Capability Enhancement: Continuously build sales team capabilities across industry expertise, contract management, and risk governance to safeguard partnership stability.
Failure to address customer feedback in a timely manner or deficiencies in service quality may lead to increased customer complaints and reduced trust, ultimately impacting partnership dynamics and revenue performance.
Leveraging satisfaction surveys and deeper engagement enables early identification of customer demands and uncovers new collaboration opportunities, enhancing order stability and long-term operational growth momentum.
Customer Feedback & Training: Based on the customer satisfaction mechanism, feedback is systematically collected semi-annually as a foundation for continuous improvement. Regular sales training programs were conducted, reaching a total of 212 hours in 2025 to strengthen professional capabilities and customer service quality.
Audits & Complaint Handling: Quality and management performance are continuously evaluated through customer and third-party audits. A structured customer complaint resolution process is in place to conduct root-cause analyses for anomalies and implement corrective actions, completing 8D reports on time to respond to clients.
The sales department maintains regular communication with clients via on-site visits, information sessions, email, and telephone, ensuring real-time understanding of customer requirements and feedback.
Starting in 2026, TA-I Technology upgraded its customer satisfaction survey to an "ESG Management Dashboard." Beyond existing metrics evaluating quality and delivery performance, the survey comprehensively incorporates evaluation modules for environmental management, social responsibility (including customer complaint communication transparency), and business integrity, deepening the alignment between sustainability objectives and customer relationship management.
| Indicator | 2024 | 2025 | Change |
|---|---|---|---|
| General Indicators Product Quality | 8.85 | 9.08 | +0.23 |
| General Indicators Product R&D | 8.75 | 8.98 | +0.23 |
| General Indicators Delivery Lead Time | 8.48 | 8.65 | +0.17 |
| General Indicators Sample Lead Time | 8.90 | 9.00 | +0.10 |
| General Indicators Quotation Lead Time | 9.00 | 9.15 | +0.15 |
| General Indicators Technical Support | 9.05 | 9.05 | 0.00 |
| General Indicators Return Processing & Feedback | 9.50 | 9.53 | +0.03 |
| General Indicators Service Satisfaction | 9.23 | 9.35 | +0.12 |
| General Indicators Complaint Handling | 9.08 | 9.23 | +0.15 |
| Environmental Metrics Hazardous Substance Management | 9.48 | 9.53 | +0.05 |
| Total | 90.30 | 91.53 | +1.23 |