Customer Services
As a world-class supplier of the PCB and Carrier industry, Unimicron’s customers are located all over the world. The goal of Unimicron is to become the best business partner for our customers, and we are committed to technological innovation and providing the best products. Unimicron uses several communication channels and actively communicates to understand customers’ needs. We are committed to providing perfect services and establishing a relationship of customer satisfaction and trust.
Regular Communication
- Setting up a customer service contact point and a customer service VIP team (leaders are plant general managers, conducting weekly customer feedback discussions), quarterly meetings, regular visits, and occasional contacts
- The issues of customer concern include Product quality/HSF quality and service, technology, price, delivery date, and ESG
Communicating ESG Issues
- Communicating ideas and practical experiences through the opportunities of customer-to-factory audit and communication
- Guiding customers to inspect Unimicron’s plant equipment, and communicating with customers about management systems and measures to let them understand Unimicron’s efforts regarding ESG issues
- 0 critical deficiencies in the 2022 CSR/RBA audit
PCB SBU
Customer Satisfaction Survey
We fully understand and satisfy the needs and expectations of our customers through customer satisfaction surveys, as a way to improve service/HSF quality, and as a basis to adjust the Company’s business strategy and development direction
VIP Customer Service Team Member Evaluation
The leader of each department of the VIP customer service team needs to regularly evaluate and review the skills of members, and educate or adjust the members’ abilities to reach the requirements and improve the service and competitiveness of the VIP customer service team
Customer Complaint Management
To enhance our customer service, we conduct immediate investigations on the problems raised when using our products and take appropriate measures to improve satisfaction with our products and services
Customer Service Management
To provide fast, efficient and thoughtful service to customers, and with the hopes of improving customer satisfaction and loyalty, this procedure is implemented for various types of services
Carrier SBU
Customer Satisfaction Survey
We keep tabs on customer needs and market trends based on customer satisfaction surveys, as a way to improve service quality and as a basis to adjust the Company’s business strategy and development direction
Customer Complaint Management
Establish customer complaint classification corresponding to the management procedures of the plant-managing unit to reduce customer complaints and provide timely responses to improve customer satisfaction, at the same time, continuously improving quality to meet customer needs
Sales Return
To provide customers with complete services by clearly and effectively handling customer returns
Satisfaction Survey
In order to know customer needs and provide quality services, Unimicron actively conducts customer satisfaction surveys every year, and we keep tabs on customer needs and market trends based on customer satisfaction survey results, as a way to improve service quality and adjust the Company’s business strategy and development direction. To truly grasp customer expectations, the plants in Taiwan, South China, and East China conduct customer satisfaction surveys for VIP customers every 6 months and important customers every year. The survey items include price, delivery date, technology, quality, HSF quality, customer service, etc. Customer satisfaction is scored on a 5-point scale. It is required to review a single item that is below the average score of 3.5 points in PCB (HDI and FPC) or 3 points in Carrier SBU.
Customer Satisfaction
PCB SBU (HDI and FPC)
Carrier SBU
2022 Customer Satisfaction Survey Results
(Unit: Score)
| Type |
PCB SBU |
Carrier SBU |
| Technology |
4.68 |
4.28 |
| Quality |
4.71 |
4.22 |
| HSF Quality |
4.83 |
4.69 |
| Service |
4.70 |
4.62 |
| Delivery Date |
4.65 |
4.15 |
| Price |
4.22 |
3.04 |
Explanation for 2022 Customer Satisfaction
In order to improve customer service, in addition to based on the customer satisfaction survey results, we will also compile and analyze the quarterly business review scores of customers and discuss improvement plans and related response measures in the meeting, and include them in the performance management indicators of relevant departments to improve service standards, establish competitive advantages and win the trust of customers.
The protection of customers' intellectual property and information is the key to our business and business ethics management. In addition, Unimicron complies with the information security policy and implements programs to protect customers' privacy and personal information, such as terminal computer management, data center management, anti-virus and anti-hacking management, training, and network security system management. Unimicron has not been complained by customers for violation of customer privacy or loss of customer information in 2022.
