Customer Services and Management

Customer Services and Management

Acter is committed to enhancing clients’ process efficiency and meeting their operational requirements by delivering high-quality services, implementing green construction methods, carbon reduction technologies, and innovative applications. We also conduct regular customer feedback collection and annual satisfaction surveys. Through clearly defined quality policies and objectives, Acter has developed a comprehensive quality management system to generate greater value for our clients.

To strengthen process and system architecture, Acter has clearly defined standard operating procedures (SOPs) covering the entire project lifecycle—from project initiation, design and planning, engineering management, and acceptance inspection to warranty services. The company has also obtained third-party certifications, including ISO 14001:2015 Environmental Management System, ISO 45001:2018 Occupational Health and Safety Management System, and ISO 50001:2018 Energy Management System, ensuring comprehensive quality assurance.

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

To gain an accurate understanding of client needs, Acter collects customer feedback through structured questionnaires and utilizes the survey results to drive service optimization. Customer satisfaction surveys are conducted biannually, focusing on the performance of ongoing construction projects during the year. Evaluations are carried out by clients across four key dimensions: professional competency, construction quality/progress, environmental, health, and safety (EHS) management, and collaboration/communication. Results are analyzed based on satisfaction score metrics, followed by internal review meetings to identify areas for improvement and develop corresponding action plans.

In 2024, the customer satisfaction survey achieved a score of 93.8, marking a 2% increase from the previous year, reflecting strong client recognition of Acter's performance. In addition to understanding client needs through satisfaction surveys, Acter has established a comprehensive tracking mechanism for client feedback and suggested improvements. Based on industry characteristics and practical requirements, tasks are assigned and teams are formed to respond promptly and ensure the delivery of high-quality services.

The 2024 Customer Satisfaction Survey

In 2023, the target was achieved, and the customer satisfaction score was 93.8 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.