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Customer Service and Customer Satisfaction Survey

Customer Service and Customer Satisfaction Survey

Customer service

Quality service
01
Product quality test and specification verification are done by dedicated persons.
02
Product quality and customer opinion handling are carried out by devoted persons.
03
Product quality is strictly managed, controlled and monitored with after slick after sales service channels provided.
After sales service
Intensive communication with the production department to satisfy customer need.
Track orders all the time, and fully handle steel coil hand over schedule.
Research and develop special steel products to build up product diversification and customization.
Resolve customer questions and doubts professional and in real time.
Protect customer privacy and implement and maintain data base safety and security.

Customer satisfaction survey

The Company conducts a customer satisfaction survey every year in accordance with the ISO 9001 management method, and reports the problems that customers value to the senior supervisor, and then submits the unsatisfactory items of the survey results to the relevant units to propose improvement plans, which will be reviewed by the supervisor to be improved immediately.

The 2024 customer satisfaction survey forms were sent out. A total of 17 questionnaires were sent out, and 17 copies were returned with a recovery rate of 100%. Satisfaction survey items were divided into five items, including product quality, delivery time, shipping and delivery quality, customer complaint handling, and sales service.

2020 to 2024 Annual Customer Satisfaction Rating
Item / year 2020 2021 2022 2023 2024
product quality 77.00 73.44 78.44 79.38 78.53
Delivery time 82.00 87.19 82.81 77.81 81.18
Shipping and delivery quality 85.00 80.31 81.56 82.81 88.82
Customer complaint handling 86.76 81.88 84.69 84.69 84.12
Sales service 99.23 98.13 97.81 97.81 99.41
Overall average score 85.67 84.19 85.06 84.50 86.41

Product Quality Management Performance

Customers are provided with a Materials Certificate and Radiation Pollution-free Certificate for all products shipped by Tang Eng Company, including product specifications, name, size, chemical composition and mechanical properties as well as other data labels, indicating relevant product information such as steel grade, specification, size and weight on the product packaging label.

In order to comply with the latest domestic environmental protection regulations and the green regulations of the European market, the Company formulated the following standards and inspection methods for the use of hazardous substances in the products manufactured, and carry out effective control. Products sold to the EU must comply with RoHS and REACH requirements to ensure that users will not be harmed by any dangerous substances. Our company also provides relevant testing certificates on our official website, which customers can freely access and print.

Tang Eng Company considers the first-grade rate of cold-rolled steel coils and the proportion of customer complaints as quality indicators for its main products. In 2024, the first-grade rate of products was 95.04%, and the proportion of customer complaints was 0.06%. The quality indicators of each year are stable, showing that the Company continues to Improve product quality and effectiveness.

Year 2024 2023 2022 2021 2020
First grade rate 95.04% 94.95% 95.20% 94.60% 93.90%
Proportion of customer complaints 0.06% 0.08% 0.03% 0.03% 0.04%

Customer Personal Information Protection

Tang Eng Company attaches great importance to information security and confidentiality of customer data. Our company includes an integrity management clause in its sales contracts, stating that both parties, under obligations of honesty and integrity, commit to signing sales contracts based on principles of honesty, trustworthiness, and transparency. In 2024, there were no complaints about violation of customer privacy or loss of customer data.

The Company has formulated the Key Points of Information Security Management. The main contents of which include Information Security Policy, Information Security Risk Management Framework, Information Security Protection Measures, Resources Invested in Information Security Management, Information Security Incidents, Emergency Notification and Handling Mechanism, and other major items, and relevant management measures were formulated for the following information security operations:

  • Computer security management.
  • Cyber security management.
  • E-mail security management.
  • System access control management.
  • System development and maintenance security management.
  • Information asset security management.
  • Computer virus and malware control.
  • Business continuity plan.

Information Security Practice Execution

1. Quarterly report measurement indicators for information security integrity, availability, and confidentiality to the Risk Management Sub-group under corporate governance.

Description Response Measures
Regarding measurement indicators for information security integrity, this involves monthly inspection of relevant backup records and data. It also includes the control of error or shortage incidents. Regularly back up important information systems and data files and conduct recovery training. Establish auxiliary and replacement computer equipment and emergency power facilities. Strengthen monitoring, anomaly management, and backup, and create early warning notifications to reduce the risk of information system interruption.
Regarding information security management measurement indicators, this involves the control of information security incidents impacting company operations on a monthly basis. Install firewall systems to defend against illegal external network packets, strengthen intrusion prevention, block spyware, and enhance protection against unknown attacks. Set up antivirus servers to continuously detect the network and prevent computer virus intrusion and spread. Build a cybersecurity zone defense system to isolate and eliminate virus infection spread, thereby strengthening information security protection.
Regarding information security confidentiality measurement indicators, this involves monthly review of computer room access records and the control of incidents violating computer room operational regulations. Implement a fingerprint access control system in the computer room to manage personnel entry and exit, prevent unauthorized personnel from entering, and ensure the security and confidentiality of computer room equipment.

2. Every February, the Risk Management Sub-group will incorporate the aforementioned matters into their operational status report to the Board of Directors.

Confidentiality measures of customer data

  • The Company's computer room has a built-in firewall, and the Company's network system is equipped with anti-virus and detection software to prevent access to computer viruses and hackers.
  • All customer information is authorized to be managed by special personnel in each unit. All information processing and inquiries are controlled by personal connection accounts and passwords, and strict authority management is done.
  • The account password is regularly updated by the system to implement the security maintenance of personal data files.