Gemtek Technology is committed to the development of high-quality products and services based on the Company’s holistic approach to quality management. The company has established robust customer service management procedures, conducts customer satisfaction surveys, and implements customer complaint handling processes to effectively identify and resolve issues based on customer feedback.
To successfully maintain and improve customer satisfaction, the Company has adopted several international quality management standards, including ISO9001, TL9000, ISO13485, IATF16949, in conjunction with its “Customer Complaint Handling Procedures”. Based on the nature of customer complaints, the Company has defined individual goals for the average time to resolution. The percentage of resolved customer
complaints is reviewed monthly alongside the effectiveness of the PDCA (Plan-Do-Check-Act) cycle. In 2023, the company did not violate any regulations nor receive any customer complaints or feedback related to hazardous substances (HSF). All 15 customer complaints were quality-related and have been duly addressed and resolved.
In conclusion, the on-time resolution rate for customer complaints in 2023 was 100%.
To ensure that customers receive the best services possible, Gemtek conducts annual customer satisfaction surveys, covering six key aspects: "Manufacturing Capability and Quality," "Team Cooperation," "Development Progress and Technical Capability," "Customer Service and Management," "Quality of HSF Products," and "Overall Performance." Gemtek's commitment to excellence is reflected in the recognition it has consistently received from prominent clients such as Intel and Buffalo.
Customer Satisfaction Rate Over the Years
