TEL conducts a Customer Satisfaction Survey (TEL CS Survey) every year, with the goal of making continual improvements based on customer feedback. The survey started in 2003 aim at just a limited number of departments. It was expanded to include all semiconductor production equipment departments in 2014, and later the FPD production equipment division and overseas subsidiaries in 2016, making it into a company-wide undertaking.
Once a year, customers are sent a questionnaire with specific questions designed to lead to practical improvements. Results from the survey are given as feedback to customers. In addition, results analyzed by product, account (customer) and function (software, development, etc.) are shared with the relevant divisions for action to be taken, thus leading to interdivisional improvement activities. Improvements are also constantly made to all aspects of the actual survey method, from the questions asked, to the analytical methods and overall operation of the survey activities.
In the customer satisfaction survey for fiscal 2018, responses were received from approximately 1,300 individual customers which means 62.1% of all customers. We received 3 points）* or higher on 64.9% of all questions asked. Based on this valuable feedback and analytical results, our entire company will work to drive improvements initiated from the customer perspective.