Firmly believing that quality and customer satisfaction are the groundwork for corporate sustainability, Novatech continues to deliver excellent services to our clients. While providing high-end technical services that are constantly refined, Novatech strives to keep information provided by our clients completely confidential and managed in order to protect clients' rights and interests from any damage caused by the leaks of business information; in addition, the "Customer Satisfaction Survey Management Process" is also in place to gain feedback from our customers every year, keep customer satisfaction at a certain level, and optimize the service process.
Customer Satisfaction Survey
Every year, the Company produces customer satisfaction survey questions in six dimensions (quality, arrival/project progress, safety, technology, service, and after-sales service) to understand the customers' satisfaction with the products or services we provide. Based on the results of the survey, a customer satisfaction report is made as a basis for improving service quality and correcting and preventing service gaps. The results of the survey are also given back to the customers to show our respect to their feedback, thus strengthening customer relationships. The customer satisfaction survey uses a 5-point scale that is converted into percentage (100% being very good, 80% being good, and so on). The customer satisfaction score in 2019 averaged 85.73%, showing that customers as a whole found Novatech's products and services good.
To ensure that customers' comments and advice are effectively answered and improved, the Company has also formulated the "Procedures for Handling Customer Complaints," specifying the management of customer complaints before receipt of orders, during construction, and after completion and acceptance of construction. Contact information is also available on the company website for clients to give feedback. It was thanks to the collective efforts of the staff that no customer complaints were lodged in 2019.
Customer Satisfaction Survey from 2017 to 2019
2017
2018
2019
2019
Customer Information Security Management
The Company has formulated the "Regulations Governing Customer Confidentiality Management" and the "Regulations Governing Information Security Management," requesting the staff to strictly abide by the contracts signed with customers and the confidentiality commitments. We have strict control over the confidential information, documents and data agreed with customers due to business dealings and ask our employees to sign nondisclosure agreements that encompass the protection of customers' confidential information. In 2019, there were no complaints about violations of customer privacy or loss of customer information that harmed customer rights.
Customer Information Management Process
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Receipt
- Keep a record of customer information
- Have control over unified management
Use
- Archive documents in accordance with regulations
- Have control over documents used
Archiving / Destruction
- Have control over data of closed projects
- Keep a record of the destruction process
Information Security Management
To ensure the confidentiality of company and customer information and strengthen information security, Novatech has formulated the "Regulations Governing Information Security Management," specifying the procedures and regulations for managing confidential information. In addition to regular propaganda and training, we also ask every employee to pass the information security proficiency test every year. The core elements of information security management are described as follows:
- Employees' awareness of information security: We communicate the information security threats and actions to be taken to our employees from time to time to protect employees from information security threats and increase their awareness of information security.
- IT service continuity: On-site and off-site backups and recovery drills are conducted for critical business operations and information. If the destruction or interruption of the main operating system or databases is inevitable, proper action is taken to ensure that the system is recovered as scheduled.
- Cyber attacks and viruses: We have the firewall with a multi-layered security architecture, install anti-virus software on users' computers, and conduct unified monitoring and protection to reduce cyber attacks and fully ensure information security.
- Protection of trade secrets: Core business and R&D documents are encrypted to ensure that the Company's vantage is foolproof.