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Customer Service

Quality Management and System Certification Quality Management System Laboratory Testing

As customers serve as the foundation for sustainable development, CSCC maintains customer relationships and satisfies their needs based on a customer first philosophy. We maintain communication with nearly 200 customers and provides them with comprehensive services on an ongoing basis based on the following operating procedures.

Customer satisfaction survey

Each year, we conduct a satisfaction survey on a total of 20 customers, including our top 15 customers by transaction volume and five randomly selected customers. The survey results are submitted for review during the annual ISO 9001 management review meeting. In 2022, we recorded an average customer satisfaction rate of 98.3%.

We record customer requests and feedback and respond to them within seven days. In the event that a response cannot be provided within the specified duration, an anomaly countermeasure form has to be filled and submitted for the purposes of recordation, analysis, and follow-up improvement. In 2022, we handled 198 customer requests and 11 cases of negative feedback, all of which were responded to in seven days with no anomaly reported.

Product series Anomaly feedback Improvement in response
Coal chemicals Four customers complained of foreign matters in the products they bought Their products have been replaced while improvements have also been made to the relevant process
Two customers complained of damage to product packaging Their products have been replaced while improvements have also been made to the delivery process
One customer complained of abnormal product composition It was found upon verification that the situation occurred due to sample contamination during the sample collection process carried out by the customer
Carbon materials Six customers complained of foreign matters in the products they bought Their products have been replaced while improvements have also been made to the relevant process

We visited our customers from time to time with the intention of understanding their needs. Owing to factors related to the COVID-19 pandemic, we communicated with our overseas customers and some of our local customers via video conferencing.

Quality Management and System Certification

CSCC has established a customer service-oriented quality management system aimed at continuous progress and expansion based on the concept of quality. In addition to setting up a professional and independent quality assurance unit for continuous monitoring to ensure that our products meet customer requirements, we also actively pursue quality system certifications that are relevant to related industry chains.