Customer Satisfaction
Initiatives for Improvement of Customer Satisfaction
We are working to build solid relationships of mutual trust with customers by enhancing customer satisfaction, which we have valued highly since our founding. In the semiconductor production equipment industry, in which the speed of technological innovation is rapid, we co-create future technology roadmaps with the semiconductor manufacturers that are our customers, to promote the concurrent evaluation of technologies four generations into the future and beyond and accelerate the technological development of Shift Left. This allows us to offer highly competitive products that help improve customers' productivity by improving the yield rate of devices and maximizing equipment utilization rate.
Furthermore, at customer sites around the world, we are continuously implementing customer-oriented initiatives such as assigning our company engineers to quickly install equipment to operate at maximum performance, proposing solutions to any specific technical issue and providing feedback on nextgeneration
equipment.
In addition to these activities, we conduct our own Customer Satisfaction Survey every year. The information obtained from this 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, to develop a PDCA cycle that leads to practical improvements.
Our activities were highly evaluated and we received best awards consecutively from many of our customers in fiscal year 2024. We will continue to provide the Best Products with innovative technology and Best Technical Service with high added value and strive to further improve customer satisfaction to be the sole strategic partner for our customers.
Customer Satisfaction Survey
We conduct our own customer satisfaction surveys and use the feedback we receive from our customers to improve our services. This survey, which began in some divisions in fiscal year 2004, expanded its targets to include all semiconductor production equipment divisions in fiscal year 2014, and the display production equipment division and overseas subsidiaries in fiscal year 2016. This survey, called the Customer Satisfaction Survey Program (CSSP), is now conducted company-wide.
The CSSP conducts surveys at the same time each year, analyzes the information obtained for each business unit (product), account (customer) and function (software, development, etc.), and shares the results with related departments such as sales, equipment/plants and service, to improve the level of practical business operations. We are also making improvements in all aspects, including survey questions, analysis methods and the overall operation of CSSP activities.
In the survey for fiscal year 2024, approximately 1,600 customers responded (a response rate of 77.4%), with an average score of 3 points or higher ("very satisfied" or "satisfied") for all survey items*, allowing us to achieve our annual sustainability goals for a third year in a row. 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 1 "Very Dissatisfied."
We will continue to work as company-wide to engage in CSSP activities so that we can continue to achieve our annual sustainability goals in the future.
For each question, average score is calculated for all customers who responded
Improvement Example
Business units led the implementation of the following improvement measures for the two customer companies that did not respond with an average of 3 or higher points (“Very Satisfied” or “Satisfied”) across all survey items up to the previous survey.
- Implementation of activities to improve response speed toward the customers and enhance employees' degree of technological understanding
- Active introduction of technology, proposals to improve existing equipment, and regular meetings to increase engagement opportunities with the customers
- Strengthening relationships with the customers by solving problems for onsite evaluation equipment
- Implementation of regular "Improvement Work Progress Report Briefings" related to services/software
By developing a PDCA cycle in these improvement measures, levels of satisfaction with all departments increased including sales, equipment/plants and services, enabling us to achieve the targeted three points and higher in the current survey.
This resulted in the strengthening of the project, enabling us to contribute to the enhancement of customer satisfaction with our company as a whole.
