Customer Relations

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 techical 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. 

WNC’s Customer Service Department conducts global customer satisfaction surveys in the fourth quarter of each year. The survey focuses on customers who, based on the annual shipment volume ranking, account for 80% of the company’s total shipments. By the end of 2024, the customer satisfaction survey covered 86% of these customers. 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. In the 2024 customer satisfaction survey, the average scores for all items met the targets. However, the proportion of individual customers meeting the satisfaction threshold declined. Internal analysis revealed that the main reason was the relatively conservative scoring by some customers participating in the survey for the first time. Further follow-up confirmed that these customers provided positive feedback overall, and their conservative ratings were simply due to it being their first time evaluating. Customers were reminded that if they have any suggestions regarding our products or services, they are welcome to provide specific feedback to help WNC continuously improve. Some customers also offered suggestions regarding product quality and design, expressing expectations for more responsive local service in North America. In response an on-site customer service mechanism for the North American region was established in 2024. Additionally, a product testing environment is being set up in Q1 2025 to enable rapid solution development and implementation of improvements. 

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.