Customer Services and Management

Customer Services and Management

Acter’s core service objective is to enhance customers’ process efficiency. We have established a comprehensive quality management system and continuously optimize service processes in accordance with our quality policy. By integrating green engineering practices, carbon reduction technologies, and innovative applications into our integrated solutions, we strive to continuously create maximum value for our customers. To effectively understand customers’ needs, we have established diverse customer feedback channels to regularly collect their opinions and suggestions. Through annual customer satisfaction surveys, we ensure service quality meets customer expectations and foster long-term, stable partnerships.

Providing stable and high-quality engineering services is Acter’s commitment. Guided by our quality policy, “Do It Right the First Time, Do It Better Every Time,” we have established a comprehensive quality management system aligned with ISO 9001 standards. Standardized operating procedures (SOPs) are implemented throughout the project lifecycle, including project initiation, design, engineering management, acceptance, and warranty services, ensuring consistent quality control.

Quality Control Practice

Acter’s quality policy is “Do things right the first time and do things well every time”. Based on this policy, we have established different phases of management practices to meet the Company's requirements and satisfy our customers.
 

Phase Quality policy
Design verification Understand customers' needs, overall building planning, and the uniqueness and expandability of each production process. Confirm engineering requirements and design through thorough communication and discussions, ensuring that customers' needs are met
Acceptance of equipment and materials Implement the management, performance appraisal, and factory inspection of suppliers. Relevant staff must have a full understanding of the specifications and functions of each equipment and machinery, and verify that the procurement facilities are accurate and of high quality to meet the engineering requirements.
Construction management phase Implement 5S site management and relevant systems to ensure that every engineering method, construction quality, environmental waste reduction, and work safety measures in each phase comply with the standards.
Verification of construction and installation Introduce standard engineering methods, thoroughly discuss construction drawings and maps, embrace the spirit of "doing things right the first time", and implement self-inspection quality management to achieve excellence in each phase.
Operational verification Verify that facilities and equipment operate within the specified operating limits and normal conditions in accordance with equipment operating procedures and rules.
Functional verification Establish functional verification standards and checklists from design verification to installation, operational verification, and quality management. Follow the specified procedures to conduct checks and verifications, aiming for optimal performance.
After-sale services Provide engineering warranty services and, if requested by customers, factory operations service. Assist customers in inspecting, maintaining, and repairing the equipment to ensure overall engineering services maintain a stable quality and provide customers with a high-quality environment.

Quality Management System

“Do things right the first time and do things well every time” re Acter’s highest quality principles, based on which we formulate guidelines governing management practices at different stages to meet and comply with the Company's or customers’ requirements.
 

Customer Satisfaction Level

Acter has established multiple customer communication channels, including telephone, email, and regular customer meetings, to proactively understand customer needs and feedback while providing timely responses and clarifications to ensure effective and transparent communication. To comprehensively evaluate customer perceptions of its services, Acter conducts customer satisfaction surveys twice annually, assessing the performance of ongoing projects during the reporting year. The surveys cover four key dimensions: Professional Competence, Project Quality and Schedule Performance, Environmental, Safety and Health (ESH) Management, and Collaboration and Communication. Project owners evaluate each category based on their actual project experience, and the survey results serve as a key reference for assessing service quality and driving continuous improvement.

In addition to conducting regular customer satisfaction surveys, Acter has established a structured follow-up and response mechanism to address customer suggestions and improvement requests. Dedicated responsible units handle each case according to industry characteristics and operational requirements, ensuring that corrective and improvement measures are effectively implemented. In 2025, the overall average customer satisfaction score reached 96.8 points.

The 2025 Customer Satisfaction Survey

In 2025, the target was achieved, and the customer satisfaction score was 96.8 points
 

Maintenance of Customer Privacy and Confidential Data

Acter places a high value on protecting customers’ confidential data and strictly adheres to the contracts signed with them and relevant regulations. We actively invest resources to continuously enhance information security, technical application safety, and other mechanisms for safeguarding customer confidentiality. This ensures that every step and process is rigorously controlled, thereby reinforcing our reliability to customers and ensuring the security of their privacy. We have adopted a zero-tolerance policy for privacy protection. Any employee found in violation will be penalized according to our code of conduct. In 2024, there were no instances of customer privacy infringement or leakage at Acter.

      Information Security Management Mechanism
                                The IT Department continuously reviews Acter's information security risks and implements control measures accordingly.
                                It also hires an external information security company to investigate the Company's overall       information system on a regular basis.

                       
Advocacy and Educational Training for Employees
  • The IT Department distributes EDMs (Electronic Direct Mail) for information security advocacy on an irregular basis. It also conducts educational and training sessions for all employees.
  • Stipulate rules governing relevant handling measures and strictly request sales personnel to protect customers' information.
Legal Regulations and Complaint Channel
  • Sign non-disclosure agreements (NDAs) with customers and comply with legal regulations and inspections.
  • Establish reporting/complaint channels on the Company's official website and appoint a department in charge of reported matters.