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, sales of maintenance parts, customer complaint handling and reporting, and the annual customer satisfaction survey. WNC is committed to providing customers with the highest quality technical support and after-sale service.
Regarding customer complaints, WNC’s 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 company’s Customer Complaint Handling Procedures.
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 2024, business units of WNC received positive feedback and encouragement from customers. The customer satisfaction survey results in 2024 reached 93.23 points (out of 100 points), which was higher than the goal of 90 points. Among which, “after sales services” received the highest score. Regarding suggestions proposed by customers and items below satisfactory level in the satisfaction survey results, business units have communicated with customers and proposed improvement strategies.
We added a Net Promotor Score (NPS) to our customer satisfaction survey in 2023 to enable customers to rate WNC’s overall performance. According to the 2024 customer satisfaction survey results, 86% customers rated our NPS, and our average NPS was 92.48.
Customer satisfaction survey results in the most recent four years
| Year | 2021 | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Average Customer Satisfaction ScoreNote 1 | 95.07 | 93.57 | 94.30 | 93.23 |
| Average NPSNote 2 | -- | -- | 94.43 | 92.48 |
| Customer Satisfaction Rate (%)Note 3 | 89.13 | 83.02 | 86 | 73.73 |
| Customer Coverage (%)Note 4 | 80 | 80 | 80 | 86 |
- 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. The decline in 2024 was mainly due to some first-time participants in the satisfaction survey giving more conservative scores (below 90).
- Note 4: Customer coverage rate (%): The percentage of customers that WNC surveys.