Customer Relations
Customer Satisfaction Survey
The Customer Service Department under the Quality Assurance Department is responsible for after-sales services, including replacement of new products (DOA), return merchandise authorization (RMA), sales of maintenance parts, customer complaint handling and reporting, and the annual customer satisfaction survey.
Regarding customer complaints, WNCâs Customer Service Department consolidates customer complaints, determines the severity level, assigns a response deadline according to the severity and provides analyses and reports to customers in accordance with the companyâs Customer Complaint Handling Procedures.
WNCâs Customer Service Department conducts global customer satisfaction surveys in the fourth quarter of each year. The survey includes topics such as order/salespeople services, product development, product quality and after-sales services. The content and goals of the customer satisfaction survey are formulated in the quality management system review meeting each year. In 2023, business units of WNC received positive feedback and encouragement from customers. The customer satisfaction survey results in 2023 reached 94.30 points (out of 100 points), which was higher than the goal of 90 points. Among which, âproduct quality” and “order/salespeople servicesâ received the highest scores. Regarding suggestions proposed by customers and items below satisfactory level in the satisfaction survey results, business divisions have communicated with customers, double-checked and proposed improvement strategies.
We added the Net Promotor Score (NPS) to our customer satisfaction survey in 2023 to enable customers to rate WNCâs overall performance. In 2023, 36 customers rated our NPS, and our average NPS was 94.43.
Customer satisfaction survey results in the most recent four years
| Year | 2020 | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Average Customer Satisfaction ScoreNote 1 | 94.27 | 95.07 | 93.57 | 94.30 |
| Average NPSNote 2 | -- | -- | -- | 94.43 |
| Customer Satisfaction Rate (%)Note 3 | 81.58 | 89.13 | 83.02 | 86.00 |
| Customer Coverage Rate (%)Note 4 | 80 | 80 | 80 | 80 |
- Note 1: The average customer satisfaction score is a value between 60 and 100, and is a weighted average score incorporating scores from all sections in questionnaires which were filled in and sent back.
- Note 2: The NPS is a value between 60 and 100, and is an average of scores from questionnaires which were filled in and sent back.
- Note 3: Customer satisfaction rate (%): The satisfaction score higher than the set target of 90 against all questionnaires which were filled in and sent back.
- Note 4: Customer coverage rate (%): The percentage of customers that WNC surveys.