We conduct a Customer Satisfaction Survey (TEL CS Survey) every year with the goal of making continual improvements based on customer feedback.The survey started in fiscal year 2004,aimed at just a limited number of divisions.It was expanded to include all semiconductor production equipment divisions in fiscal year 2014,and later the flat panel display production equipment division and overseas subsidiaries in fiscal year 2016,and currently,it is implemented company-wide as the Customer Satisfaction Survey Program (CSSP).
Under the CSSP,we survey customers once a year,at the same time each year, and ask specific questions that will lead to improvements on a practical level.Information obtained from the survey is analyzed by business unit (product),account (customer) and function (software, development, etc.),and the results of this are shared with relevant divisions,such as sales,equipment/plants and service,to implement actions for improvement.Improvements are also made continuously to all aspects of the survey method,including the questions asked,the analytical methods used,and the overall operation of the survey activities.
In the TEL CS Survey for fiscal year 2021,responses were received from approximately 1,400 individual customers (70.2% of all customers),and 96.7% of all survey items received a score of 3 points or higher (Very Satisfied or Satisfied¹),which is our annual CSR goal. This marked an improvement of 3.4 percentage points from fiscal year 2020.When we receive an evaluation of 1 point (Very Dissatisfied),we respond to the customer as quickly as possible as part of a Shift Left approach to implementing early-stage improvements throughout the survey process.Going forward, we will continue to aim for 3 points or higher for 100% of the questions asked,and the entire company will work as one to implement customer-driven improvements.