Consideration for Customers

Customer Satisfaction Survey

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.

* On a 4-point scale, 3 points or higher represents “Very Satisfied or Satisfied.”

Improving Customer Productivity

In addition to providing high quality products to customers, TEL also recommends ways to operate the equipment most efficiently at customer fabs and offers optimization services.

TEL has introduced TELeMetrics, a service that connects the equipment installed at customer sites with TEL via a communications network, enabling TEL to monitor and analyze data to improve equipment performance. Specifically, the service takes advantage of TEL’s unique technological insights and specialized analytic tools to multilaterally analyze data such as equipment functionality, component degradation over time, and product variability. This allows TEL to identify problems in real time and offer appropriate solutions. This service can significantly reduce the costs for installation, operation, and management of facilities and equipment. TELeMetrics also has a proven record of improving the overall efficiency of facilities at customer fabs.