Stable customer relationship is the key to the long-term development of CTI. Therefore, we hope every customer could enjoy professional support and premium service at the same time. To this end, we strive to equip all employees with the awareness, knowledge and skills of serving customers. While being constantly agile to customer needs, they are required to provide ever-improving services. In 2020, the CTI MALL went live, as part of our efforts to improve service quality with digital technology.
Our Performance in 2020
Every year, we plan and organize customer satisfaction surveys according to the Customer Satisfaction Survey Management Measures, in the hope of listening to the voices of customers and continuously improving our business and service quality. After the satisfaction surveys, a result analysis report is compiled, and an “improvement plan” is rolled out by the Satisfaction Survey Department. In October 2020, we conducted a customer satisfaction survey within the reporting period, covering 30,954 customers. A total of 8,113 questionnaires were returned, with a recovery rate of 26.21%; customer satisfaction recorded 90.56%, a year-on-year decrease of 3.28%.
We deem customer suggestions and complaints as an important reference for improving our operations and services. A complaint management mechanism has been built up, which is centered on a complaint information management system and supplemented by multiple communication channels. The mechanism ensures customer suggestions and complaints are fed back to relevant departments, and handled in a timely manner. CTI always treats customer complaints with a positive, objective, and serious attitude, and has identified three measurement indicators for complaint management – response timeliness, rectification effectiveness, and satisfaction of return visits. Each year, we summarize customer complaints of the year in terms of the distribution of complaints, reasons for complaints, and urgency, and evaluate the validity of the corrective measures submitted by responsible departments. Finally, return visits are launched to investigate the customer complaints that have been closed in the year.