Novatech firmly believes that adopting the customer’s perspective and fostering brand loyalty is the foundation for corporate sustainability. We value customer experience and feedback and have established the Customer Satisfaction Survey Management Procedure to categorize and differentiate service performance from various service aspects. We regularly survey and analyze valuable customer suggestions, incorporating them into planning,marketing, and customer service improvements. We continuously optimize service processes to create value for customers and provide products and services that achieve high satisfaction. In
addition, we are committed to customer privacy management,ensuring that customer-provided information receives complete confidentiality and management to prevent business data leakage that could harm customer interests.
Customer Relationship Management ┃ Management Approach
Significance and Meaning to the Company
- Effectively understand and respond to customer needs while maintaining clear communication channels and regularly review customer satisfaction survey results to drive improvements and build strong customer relationships.
Management Strategies
- Implement three-level quality control, maintaining stable quality through professional and responsible management to improve efficiency.
- Establish cross-functional service teams to provide timely and comprehensive service.
- Strictly adhere to customer contract terms and confidentiality commitments.
Description of actual and potential negative and positive impacts
Positive:
- Establishing positive and mutual trust relationships with customers and effectively solving customer problems can increase customer loyalty and trust in the Company, bringing stable business opportunities and enhancing the Company's reputation.
Negative:
- Poor customer relationships may lead to negative user experiences and failure to achieve product effectiveness, resulting in loss of company orders, and potentially affecting external corporate evaluations of the company and hindering long-term development.
Action Plans/Resources
- Through dialogue with customers to deeply understand feedback on the service process, and accordingly take actions to shape good service relationships.
- Quality control improves service quality and enhances customer service.
- Implement pyramid construction quality management by performing construction control to achieve customer satisfaction.
- Handle and report customer complaints, and conduct annual customer satisfaction surveys.
* This material topic has no actual activities or business relationships involving negative impacts in the current year.
Pyramid Construction Quality Management
Novatech implements strict construction quality control through a rigorous three-tier quality management policy. Externally, we require quality control from contractors. Internally, we implement quality control supervision and self-inspection by the Engineering Department. The Company’s Quality Control Team conducts final inspection and control of quality, safeguarding every aspect of each project. Through systematic processes, we help contractors improve their
standards, not only controlling project quality but also aiming to grow together with partner vendors to achieve win-win outcomes.
Promotion of three-tier inspection mechanism with penalty point system
In 2024, Novatech implemented the penalty point mechanism for the second year. The defect rate decreased from 0.27% to 0.14%, showing an improvement of 0.13%. This demonstrates that the penalty point mechanism is effective and has significantly reduced the defect rate. We will strengthen continuous improvement and challenge for an even lower defect rate. In the future, we will enhance quality control training to familiarize subcontractors and supervisors with the latest
penalty point standards, conduct on-site inspections with immediate feedback, improve real-time inspection capabilities, and reduce subsequent penalty points to lower the defect rate.
Customer Satisfaction
Novatech designs customer satisfaction survey questionnaires based on six major aspects: quality,delivery/project progress, safety, technology, service, and after-sales service. The questionnaire uses a five-point scale design (Excellent 100/Good 80/Average 60/Poor 40/Very Poor 20) to quantify customers’ evaluation of Novatech’s products and service performance. The results are shared with relevant departments to implement improvements, enhance customer service processes, and optimize product service quality. We also share these results with customers to demonstrate the Company’s attention to their opinions and strengthen customer relationships. In 2024, the average customer satisfaction score was 94.49%, indicating that overall customers had a positive perception of the products and service levels provided by Novatech.
2022-2024 Customer Satisfaction Survey
2024 Novatech Service Honors
Novatech's professional and high-quality services have repeatedly received awards and recognition from various partnering organizations. In 2024, we were honored to receive Micron Technology's EHS Excellence Management Model Award and Micron Taiwan Sustainability Partner recognition. Our Environmental Health and Safety management also earned Micron's EHS Outstanding Vendor (Industrial Safety) Award. We also received certification from Air Products and Chemicals, Inc.'s High-Tech Plant for achieving 1.2 million safe working hours, as well as a Certificate of Appreciation from Powerchip Semiconductor Manufacturing Corporation's P5 Plant.These accolades reflect Novatech's excellence in engineering technology, project management capabilities, and environmental health and safety management. Looking forward, Novatech will continue to improve and strive for excellence, providing customers with higher quality and more diversified premium services.
Customer Complaint Handling Mechanism
To ensure customer feedback and criticism can be effectively addressed and improved, we have established a Customer Complaint Handling Procedure that regulates the management of customer complaints before obtaining customer orders, during construction, and after completion acceptance. We also provide a customer feedback channel on our company website. Through the efforts of all employees, there were no customer complaints in 2024.
Each department collects issues and suggestions raised by customers and records them in the Customer Complaint Registration Form. Department supervisors assign relevant personnel to investigate the complaints by phone or in person at the customer's location to gain a thorough understanding of the issues. If the issue is relatively simple and can be resolved immediately, it will be documented in the handling record. If the complaint is serious, a Corrective and Preventive
Action Form needs to be issued for further handling.
Customer Complaint Control Flow Chart
