Sales and customer service
Customer feedback is a most important nutrient for us and we use every item that comes back to us to develop and optimize customer relationships. We use spontaneous business visits, periodic internal quality and review meetings, and a comprehensive annual customer satisfaction survey to discern the needs and opinions of customers which are then analyzed and reviewed to facilitate future improvement.
Chroma has branch offices in Europe, the United States, Japan, South Korea, China, and Southeast Asia and more than 52 sales locations and 109 distributors in five continents around the globe. These are chartered to provide customers with high added value and services as well as to meet the demand for innovative technology. We have multifaceted and transparent communication channels for business inquiries, product sales, installation, training, after-sales service, technical support and equipment calibration. There are also physical channels such as Chroma Day, exhibitions, seminars and forums, newspapers and magazines, business visits, and others. The digital channels include the corporate website, corporate APP, online exhibitions (Virtual Chroma), webinars, social media, a video platform, online customer service, and email. These channels together address and properly handle all customer feedback and quality issues in real time. Chroma uses systemic management to optimize the procurement process for customers that covers marketing, sales, pre-sales, and after-sales service.
The Market Planning Center conducts customer satisfaction surveys of products, marketing activity, salespersons, and after-sales service in four different languages: Traditional and Simplified Chinese, English, and Japanese. The results of our 2022 customer satisfaction survey were “satisfactory”, with an average score of 4.35 points, 0.04 points more than in 2021. The highest score went to sales personnel and suggested that customers are satisfied with our products and services. We plan to build more e-service platforms to speed up our customer services. Responsible salespersons periodically follow up and make changes to satisfy all the improvement suggestions made by customers. Excellent Chroma performance over the years has enabled us to establish a good customer interaction and cooperation model. Practical feedback from customers is an important driving force for product and service improvement. Naturally our ultimate goal is to surpass customer expectations.
The Market Planning Center conducts customer satisfaction surveys of products, marketing activity, salespersons, and after-sales service in four different languages: Traditional and Simplified Chinese, English, and Japanese. The results of our 2022 customer satisfaction survey were “satisfactory”, with an average score of 4.35 points, 0.04 points more than in 2021. The highest score went to sales personnel and suggested that customers are satisfied with our products and services. We plan to build more e-service platforms to speed up our customer services. Responsible salespersons periodically follow up and make changes to satisfy all the improvement suggestions made by customers. Excellent Chroma performance over the years has enabled us to establish a good customer interaction and cooperation model. Practical feedback from customers is an important driving force for product and service improvement. Naturally our ultimate goal is to surpass customer expectations.
Chroma welcomes your voice, please don't hesitate to contact us!