Gemtek is committed to delivering high-quality products and services, supported by a comprehensive quality management approach focused on customer satisfaction. The company has established customer service procedures, satisfaction survey mechanisms, and complaint handling protocols to accurately identify problems and determine responsibility based on customer feedback. An annual customer satisfaction survey is conducted, covering six key areas: Manufacturing Capability and Quality, Teamwork, Development Progress and Technical Capability, Customer Service and Management, HSF (Hazardous Substance Free) Product Quality, and Overall Performance.
To effectively manage customer satisfaction, Gemtek has successively adopted international quality management systems, including ISO 9001, TL 9000, ISO 13485, and IATF 16949. A formal complaint handling procedure has been established, with target response and resolution times set according to the type of issue. Monthly closure rates are tracked, and PDCA effectiveness is evaluated accordingly.
In 2024, there were no customer complaints or significant feedback regarding hazardous substances (HSF) resulting from regulatory violations or failure to meet customer requirements. A total of 17 quality-related complaints were received and successfully resolved, achieving a 100% on-time closure rate. The company set a customer satisfaction target of 90% and achieved an actual score of 90.83% for the year.
Customer Satisfaction Rate Over the Years
