Customer Services
As a world-class Company in the PCB and Carrier industries, Unimicron serves customers worldwide. Our goal is to be the best business partner for customers, committed to technological innovation and delivering top-quality products. We use multiple communication channels to actively engage with customers, understand their needs, and provide exceptional services, fostering customer satisfaction and trust.
Regular Engagement
- Establishing a customer service contact person and a VIP customer service team (led by plant general managers) for weekly discussions on customer feedback, along with quarterly meetings, regular visits, and occasional contacts
- Addressing customer concerns, including product quality, HSF quality and service, technology, price, delivery schedules, and ESG
ESG Issues Engagement
- Sharing ideas and practical experiences through customer audits and communication opportunities
- Introducing customers to the equipment of Unimicron's facilities and discussing management systems and initiatives to demonstrate our ESG commitment
- 0 critical deficiencies in the 2023 CSR/RBA audit
Customer Service Management Process
PCB SBU
Customer Satisfaction Survey
We understand and address customer expectations through surveys. This assists us in enhancing service and HSF quality, forming the foundation for our business strategy and development.
VIP Customer Service Team Member Evaluation
Department leaders must regularly evaluate and review team members' skills, providing education or adjustments as needed to improve the team's service quality and competitiveness.
Customer Complaint Management
Promptly addresses any issues raised by customers regarding product use, taking swift and appropriate actions to enhance their satisfaction with our products and services.
Customer Service Management
This procedure is implemented across various service types to provide fast, efficient, and thoughtful support, to boost customer satisfaction and loyalty.
Carrier SBU
Customer Satisfaction Survey
We monitor customer needs and market trends through satisfaction surveys to enhance service quality and inform adjustments to the company’s strategy and development direction.
Customer Complaint Management
We classify customer complaints according to plant management procedures to minimize complaints and ensure timely responses to improve customer satisfaction.
Sales Return
We deliver comprehensive service by efficiently managing customer returns.
Subtron Technology
Customer Satisfaction Survey
Conduct annual customer satisfaction surveys to gauge needs and expectations, refine service quality, and align the Company's business strategy with feedback.
Customer Complaint Management
Establish a complaint management system to address issues by severity, ensure timely responses, reduce recurrence, and enhance customer satisfaction.
Sales Return
The sales return system ensures clear and efficient handling of customer returns and discounts, fulfilling responsibilities while protecting the Company's rights and interests.
Customer Service Management
We strengthen relationships and communication with customers, offering efficient service channels to enhance satisfaction.
Satisfaction Survey
To understand customer needs and provide quality services, Unimicron conducts annual customer satisfaction surveys. We use these results to monitor market trends, improve service quality, and adjust the company's business strategy and direction. To accurately understand customer expectations, our plants in Taiwan and Mainland China conduct customer satisfaction surveys every six months for VIP customers and annually for important customers. The survey evaluates price, delivery date, technology, quality, HSF quality, and customer service, with a 5-point scale for scoring satisfaction. Any item scoring below 3.5 in PCB (HDI and FPC) or below 3 in Carrier SBU must be reviewed.
To enhance customer service, we analyze quarterly business review scores and customer satisfaction survey results. Improvement plans are discussed in meetings and incorporated into departmental performance indicators to raise service standards, build competitive advantages, and gain customer trust. To safeguard customer privacy and personal data, we follow "Information Security Policy" and implement measures including terminal computer management, data center security, anti-virus and anti-hacking protocols, training, and network security systems. In 2023, we received no complaints regarding breaches of customer privacy or data loss in Taiwan and Mainland China Facilities.
2023 Customer Satisfaction Survey Results
| Type | PCB SBU (Score) | Carrier SBU (Score) | Subtron Technology (%) |
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| Technology | 4.64 | 4.15 | 12.1% |
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| Quality | 4.68 | 4.13 | 19.4% |
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| HSF Quality | 4.85 | 4.64 | -- |
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| Service | 4.67 | 4.29 | 20.7% |
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| Delivery Date | 4.66 | 4.24 | 20.2% |
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| Price | 4.22 | 3.23 | 6.7% |
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Explanation for 2023 Customer Satisfaction
| Type | Difference in Score | Description | Improvement |
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| PCB SBU | -0.01 | - The quality of key products and services meets customer needs
- Improvements in appearance quality align with customer expectations
| Sustain effective communication with customers regarding new products, technologies, and services, offering timely plans and suggestions to address their needs |
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| Carrier SBU | -0.05 | - Customer expectations for new product technology have room for improvement
- In 2023, cosmetic defects increased, impacting quality and service scores
| Enhance dialogue and technology exchanges with customers, bolster quality control, and provide real-time improvements and recommendations to meet their requirements |
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| Subtron Technology | -1.7% | - Major product quality issues led to reduced overall satisfaction with delivery, anomaly handling, service, and technology
| Improving the daily management to prevent delays in abnormal response, handling Non-Conforming Notice (NCN) and Voice of the Customer (VOC) product returns, while accelerating delivery times |
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