Customer Satisfaction

Customer Satisfaction Survey

Tokyo Electron conducts its own Customer Satisfaction Survey (TEL CS Survey) every year with the goal of making continual improvements based on customer feedbacks. 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. Currently, it is implemented company-wide as a part of the Customer Satisfaction Survey Program (CSSP).

In the CSSP, a survey with specific questions is conducted at the same time each year, and the information obtained from the survey is analyzed by business unit (product), account (customer) and function (software, development, etc.), and the results are shared with relevant divisions, such as sales, equipment/plants and service, for improvement at the level of practical business operations.

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 fiscal year 2022, two additional questions were added to the existing TEL CS Survey, and the survey was conducted as Advanced CS Survey in order to analyze the results from a new perspective. Approximately 1,400 individual customers (76.1% response rate) responded to the survey, giving an average score of three or higher (“Very Satisfied” or “Satisfied”) for all survey questions*. The percentage of respondents who gave evaluations of “Very Satisfied” or “Satisfied,” which is our annual sustainability goal, improved by 3.3 points from 96.7% in fiscal year 2021 to 100%. On the other hand, we are promoting Shift Left, which is an early-stage improvement initiative, such as promptly responding to customers who gave a score of one ”Very Dissatisfied.”

We will continue to work as one company-wide on activities through the CSSP so that we can continue to achieve our annual sustainability goals.

* For each question, average score is calculated for all customers who responded

Improvement Example

In the TEL CS Survey conducted in fiscal year 2018, many requests for improvements to the software were made. Since then, the System Software Innovation Division has focused on surveying and analyzing related questions and sharing the results with related parties in an ongoing effort to resolve issues for each product. PDCA activities are conducted to exchange opinions across products, study improvement measures, and report on progress.

As a result of our sincere efforts to incorporate customer feedback by introducing development support tools, improving development simulators, setting various KPIs related to business progress and implementing improvement plans such as measurement, we were able to achieve over three points on all software-related questions in the fiscal year 2022 survey, which is our annual sustainability goal.

PDCA Cycle Plan CS Survey activity preparation Do Conduct survey of customers Check Analyze and report survey results Investigate improvement plan Act Feedback to customers Implement improvement activities in each division Confirm progress of improvement activities Percentage of responses that indicated Satisfied or Very Satisfied 96.7%