Customer Relationship Management

Customer Relationship Maintenance

The energy efficiency, quality, and reliability of LED products are the product features that customers are concerned about. Therefore, customers have a considerable standard of requirements for supplier quality. Edison’s customer base includes international brand customers and distributors, making our products more international and becoming one of the major advantages in the industry. At present, in addition to continuously cultivating existing customers, Edison Group also hopes to establish a more diversified customer base for application products, including the booming net-zero market to create a more stable source of operating income, laying the foundation for products with stronger international and cross-industry characteristics, thereby increasing future market development capabilities.

At the same time, Edison Group has an internal dedicated business project team that follows the ISO 9001 quality management system, and for automotive parts follows the IATF16949 standard, to establish processes such as customer communication, order processing, technical support, customer complaint handling, and after-sales service, thereby implementing improvements in all aspects of professional service quality, earning customer trust and achieving the company’s long-term profitability.

In order to objectively collect customer feedback, we follow the customer satisfaction survey management mechanism, and each year we actively obtain customer opinions through questionnaires, to understand customers’ feedback on aspects such as quality, delivery, development cooperation, technology, and service. After the survey is conducted, Edison Group compiles the results of customer satisfaction survey scores and customer feedback suggestions, and provides them to relevant departments and senior management as directions for operation management and improvement. Through telephone, email, customer meetings, or on-site visits, Edison is responsible for providing customers with relevant improvement measures, continuously enhancing product and service quality to ensure that customer needs are understood and met.

Edison Group conducts satisfaction surveys for major customers, automotive customers, and key project customers. Summarizing the customer satisfaction survey results for the three years (2022–2024), all results have reached the target level of “satisfactory” or above (overall average score of 85 or above, or overall average of 4 or above).

Note 1:
Scoring Scale (2022–2023): Very Satisfied (100–90) / Satisfied (89–70) / Fair (69–60) / Dissatisfied (59–50) / Very Dissatisfied (≦49)
Scoring Scale (2024): Very Satisfied (5) / Satisfied (4) / Fair (3) / Dissatisfied (2) / Very Dissatisfied (1)