Customer Relationship Management
Nova Tech firmly believes that putting ourselves in our customers' shoes, providing them with the best quality and technical services, and building brand loyalty is the foundation of a sustainable business. We attach great importance to customer experience and feedback. Therefore, we have formulated the "Customer Satisfaction Survey Management Procedure" to continuously improve our professional R&D and product services, as well as to continuously optimise our service processes. In the customer satisfaction survey, we will summarise and differentiate our service performance from various service aspects, and regularly survey and analyse customers' valuable suggestions, and incorporate them into our planning, marketing and customer service improvement, in order to enhance customer satisfaction with our products and services. In addition, we are committed to customer privacy management, so that the information provided by customers can be kept confidential and managed, to avoid the
leakage of business information that could damage the interests of customers.
Pyramid-style Construction Quality Management
Nova Tech strictly controls the construction quality, adopting a strict three-level quality control policy, externally requiring "contracted suppliers" to carry out quality control, and internally implementing "engineering department" quality control supervision and self-inspection. The company's "quality control team" carries out the final inspection and gate-keeping of quality, guarding every aspect of the project, and assisting the contracted suppliers to improve their standards with a systematic process.We are not only the gatekeeper for the quality of the project, but also look forward to working with our suppliers to make progress and growth together, in pursuit of a win-win situation.
Customer Satisfaction
Nova Tech designs customer satisfaction survey questionnaires from six aspects: quality, delivery/project progress, safety, technology, service and after-sales service, and uses a five-point scale to design questionnaires (very good 100/good 80/average 60/poor 40/very poor 20) to quantify customers' performance on the products and services provided by Nova Tech, and the results will be fed back to the relevant departments for improvement of shortcomings, refinement of customer service processes and optimisation of product and service quality. The results will also be fed back to the customers to show that the company values their opinions and to strengthen the customer relationship. In 2023, the average customer satisfaction score is 93.80%. Overall, customers have a positive perception of the products and services provided by NovaTech.
Non-compliance Deduction Mechanism and Three-Level Inspection
Nova Tech implemented a point deduction mechanism for non-compliance in 2023, whereby the number of points that can be deducted for each supplier would be listed according to the category of defects defined in the procedure (small defects: 1 point deduction, medium defects: 2 points deduction, and major defects: 3 points deduction). And the defect rate would be counted quarterly for comparison year by year in the future, so as to reduce the defect rate and enhance the quality of the yield rate.
2023 Equipment KPI Statistics
Nova Achievements in 2023
Nova Tech's professional and quality services have been awarded and recognised by our partners time and again. In 2023, we were awarded the United Semi Xiamen Contractor of the Year - Good Contractor Award. In addition, our Environmental Health and Safety (EHS) management department was again awarded the Micron EHS Award (Q1 ~ Q4) for we
were the best contractor, and we were recognised as an excellent supplier by Advanced Semiconductor Engineering Inc.(ASE). All these proved Nova Tech's excellent quality in engineering technology, project control capability, and environmental safety and health management. In the future, Nova Tech will continue to improve itself and strive for excellence in order to provide customers with higher quality and diversified services.
Customer Complaint Handling Mechanisms
To ensure that customers' criticisms and instructions are effectively responded to and improved, we have formulated the "Customer Complaint Handling Procedure", which regulates the management of customer complaints from the pre-order stage to the construction stage / post-completion and acceptance, and provides a window for reflecting customers' opinions on the company's official website. Through the efforts of all staff, we had no customer complaints in 2023.
Each unit collects problems and suggestions from customers and registers them in the "Customer Complaint Register". Inresponse to a complaint, the supervisor of each unit assigns the relevant personnel to visit the customer by phone or in person to gain a better understanding of the problem. If the questions are simple and can be answered immediately, the personnel will note it in the form. If the complaint is serious, a "Corrective and Preventive Action Form" will be created to handle the complaint.
