Customer Services
CSC always commissions an academic institution to conduct domestic and overseas customer satisfaction surveys every year. The items in the surveys include quantity and accounting, product prices, product research and development, quality, management of claims, customer services, communication, delivery, transportation, e-commerce, etc. Issues that customers value are reviewed, improved, and used as a reference to formulate business directives. Based on the problems reported by domestic and overseas customers, the responsible departments are requested to plan and carry out corrective actions accordingly. The results will be stated in the "Improvement Reports on Customer Suggestions in the Customer Satisfaction Surveys," which are discussed and followed-up at the review meetings of the system management of steel products.
| Items | 2021 | 2022 | 2023 | 2024 | ||||
|---|---|---|---|---|---|---|---|---|
| Customer satisfaction from domestic sales | 78.80 points | Average 78.20 points |
79.44 points | Average 78.04 points |
79.95 points | Average 79.78 points |
79.70 points | Average 78.95 points |
| Customer satisfaction from export sales | 77.60 points | 76.64 points | 79.60 points | 78.20 points | ||||
| The target of customer satisfaction(Average) | 71.50 points | 72.50 points | 73.50 points | 74.50 points | ||||
| The coverage ratio of the customer satisfaction surveys from domestic sales (%) | 69.17% | Average 65.81% |
73.15% | Average 76.92% |
75.79% | Average 72.01% |
72.24% | Average 66.34% |
| The coverage ratio of the customer satisfaction surveys from export sales (%) | 62.45% | 80.69% | 68.24% | 60.43% | ||||
The opinions raised by customers in the satisfaction survey questionnaires will be dealt with, and then the results of improvement as well as policy explanations of relevant departments will be announced in the e-commerce system. The aforementioned information will be sent to the customers together with the questionnaires for the following year. The feedback expresses the respect CSC has for its customers, eliminates their doubts, and enhances the consensus and mutual trust between CSC and them. Furthermore, there is also a customer service mailbox for customers to voice their problems to immediately. Upon receiving the customers' problems, special personnel will respond and handle them as soon as possible. A total of 8 cases were received and mostly resolved within about 10 days in the customer service mailbox in 2024.
CSC established the "Technical Advisory Corps on Energy Conservation and Carbon Reduction" to take the lead in promoting energy-saving technical services for the Group's subsidiaries and midstream and downstream customers by vertical integration and horizontal contact. On-site guidance has been provided to customers on thermal energy, electric energy, and energy management in the hope to use energy-saving diagnosis to discover more energy-saving improvement opportunities to further improve energy efficiency, reduce energy costs, increase competitiveness, and reduce CO2 emissions at the same time, contributing to the voluntary reduction of greenhouse gases in the steel-related industries.
From 2007 to 2024, CSC had provided services to a total of 115 enterprises, and its clients had been expanded to include midstream and downstream customers and those in the steel industry, which demonstrated the fulfillment of its corporate social responsibilities by enhancing its competitiveness and environmental friendliness.
