Customer Services and Management

Customer Services and Management

Acter has taken on "satisfying customers" as our core responsibility and views it as the primary consideration in delivering our products and services. We value our customers’ satisfaction and strive to meet their high-quality standards. To achieve this, we regularly collect their feedback, conduct annual surveys, and develop relevant procedures and operational manuals guided by a clear and defined quality policy and goals. Moreover, we maintain compliance with international quality standards and have obtained multiple international certifications. Our objective is to align our quality, ESH (Environment, Safety, and Health), and energy policies and standards with global norms, ensuring that our systems are applicable, suitable, and effective. We translate these principles into practical actions to meet customer expectations, thereby enhancing service quality and bolstering our technical competitiveness in the market.

To implement the concept of sustainable operations, maintain our market competitiveness, and grow in tandem with our customers, Acter is dedicated to providing high-quality green engineering services. Having “satisfying customers’ needs” set as our quality management policy and goal, we have adopted a comprehensive management approach. This approach spans from project creation through stages of design, planning, engineering management, acceptance, and warranty, with clearly defined Standard Operating Procedures (SOPs) to facilitate tracking, management, and continuous improvement. We have already obtained third-party certification certificates, such as ISO 14001:2015 for Environmental Management Systems, ISO 45001:2018 for Occupational Health and Safety Management Systems, and ISO 50001:2018 for Energy Management Systems. In 2022, we completed the conversion to ISO 14064-1:2018 for disclosing emissions of other indirect greenhouse gases and received third-party assurance. Through continuous enhancement of our quality management capabilities and close collaboration with customers, we continue to require suppliers to meet our quality standards to comprehensively manage quality and achieve a win-win situation.
 

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 upholds a commitment to pursuing customer satisfaction and prioritizing quality, which has consistently strengthened our relationships with existing customers. We continuously optimize our engineering and technical services to exceed customer expectations and establish ourselves as their reliable partner. To further enhance satisfaction, we conduct thorough questionnaire surveys, carefully listening to customer feedback and making ongoing improvements based on the results. In 2023, our customer satisfaction survey reached as high as 91.8%. This survey not only enables us to proactively respond to customers' needs by understanding their feedback on product quality, costs, delivery dates, and services but also reflects our commitment to enhancing customer benefits through premium services. In addition to understanding customers' needs through satisfaction surveys, we have established procedures to track customer complaints. Based on industry characteristics and practical requirements, we assign missions to employees and group them accordingly to provide timely responses and ensure the highest service quality.

The 2023 Customer Satisfaction Survey

In 2023, the target was achieved, and the customer satisfaction score was 91.8 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 2023, 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.