Sustainable Value Chain

Chroma stays ahead of emerging technologies and provides innovative
test & automation turnkey solutions for customers to ensure the performance, quality, and success of their products.
Customer management and customer satisfaction are the key to continuous improvement of our products and services. We strive to safesfy customer needs in innovative ways. We carry out yearly customer satisfaction surveys that include questions about product quality, marketing, sales, and services. We analyze customer feedback and the results are used as a basis for refining customer relationship as well as for subsequent improvement. The surveys are conducted by our Corporate Marketing Department and the questionnaires are in four languages: traditional Chinese, simplified Chinese, English, and Japanese. The sample selection criteria were global customers with sales of NTD300,000 or more in 2020, and customer satisfaction surveys and analyses were conducted in four major areas: products, marketing activities, sales personnel, and after-sales services. A total of 592 questionnaires were collected this year, with a response rate of 35%, the highest ever. The results of our 2020 customer satisfaction survey turned out as “satisfied”, with an average score of 4.25. Among the different categories used for evaluation, “sales personnel” scored the highest and this clearly reflected customer satisfaction with Chroma’s sales services.
 
Year
Product Quality
Marketing activities
Sales personnel
After-sales service
Overall satisfaction level

2020

4.31

4.00

4.40

4.31

4.25

2019

4.30

3.94

4.42

4.33

4.25

2017

4.26

3.95

4.36

4.26

4.21

2018

4.36

4.02

4.49

4.37

4.31

2016

3.94

3.95

4.30

4.27

4.19

In addition to the customer satisfaction rating, the questionnaire included open-ended questions for customers to fill in. During subsequent analyses, all suggestions for changes or improvements by customers, feedback on service, after-sales service, delivery, quality, new products or feature requirements, and marketing models, are regularly tracked and given careful attention by the sales personnel in charge. The excellent performance of Chroma over the years has established a good customer interaction and cooperation. Practical feedback from our customers is a driving force for products and service improvement. Naturally, our ultimate goal is to surpass customer expectations.
 

Satisfaction level is based on a 5-point scale score

5

Very satisfied

4

Satisfied

3

Normal

2

Not satisfied

1

Very dissatisfied

Chroma welcome your voice and please do not hesitate to contact us!

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