Customer Relationship Management

KINIK values customer experience and satisfaction, adheres to the pursuit of excellence to create sustainable value for the industry and customers. We hope to establish long-term cooperative relations with our customers. The business teams of the Abrasives B.U., Diamond B.U. and Reclaimed Wafer Materials B.U. will hold regular meetings with the customers each year and also the customer workshops, routine visits at home and abroad, and customer satisfaction surveys are conducted to maintain good customer relations.

Customer appeal management

KINIK accepts every customer's appeal and suggestion with humility. If the Sales Dept. receives a customer's appeal or feedback, it will be properly handled as soon as possible in accordance with the "Customer Complaint Handling Regulations" and an initial reply will be given within 24 hours and cases are processed and closed within 7 to 10 working days. In 2022, KINIK did not receive any major customer complaints. The main types of customer complaints were about product quality or product life. All of which have been replied to customers and subsequent customer experience improvement measures have been completed.

Customer Satisfaction Survey

Customer satisfaction survey and feedback are important procedures in the customer relationship management of the Company. The Abrasives B.U., Diamond B.U. and Reclaimed Wafer Materials B.U. distribute customer satisfaction survey questionnaires to customers annually according to the "Customer Satisfaction Survey Regulations." The three business divisions have customized the content of the questionnaire to investigate the satisfaction of quality, delivery, service, procurement and property management. In addition, the Company analyzes the annual satisfaction trend based on the survey results of each business unit to understand the issues for improvement, as the direction for product and service refinement in the following year. In 2022, KINIK issued a questionnaire survey to more than 200 customers. The survey results showed that the customer satisfaction of the three business units all reached 90% or higher, and the overall customer satisfaction increased to 96% compared with last year.