Customer Relationship Management

Policy & Commitment
“Client-Centric” is one of Everlight Chemical’s core brand values. We offer top-quality products, services and technical support, providing the best support for our customers to achieve success.
We have established a robust customer relationship management (CRM) process and have included customer satisfaction as a key performance indicator. We strive to cultivate customer relationship and enhance customer satisfaction through the following measures:
  1. Regularly and frequently engage with customers, including in-person visits, to maintain a strong relationship
  2. Share updates about the Company, breakthrough product developments, awards and accomplishments and other information to enhance customer confidence
  3. Arrange visits by senior managers when necessary so customers feel valued
  4. Listen to the voice of customers, proactively identify their needs and problems and provide assistance
  5. Provide genuine and well-rounded services and offer competitive products to help customers upgrade and advance for new profitability opportunities
  6. Offer customized solutions to meet customer needs and achieve mutual benefits
Customer Engagement and Communication
We maintain positive communication with customers through various channels, including our annual customer satisfaction survey, dealer conference, customer visits, onsite tours, client audits, etc. We also provide contact information in the Stakeholders section of our website, providing phone, email and other contacts for open and robust communication.

Topics of Interest

  • Business operation and profitability
  • Green innovation and green products
  • Environmental responsibility
  • Labor relations

Communication Channels and Frequency

  1. Customer satisfaction survey (annual)
  2. Customer visits and/or audits by certification bodies (ad hoc)
  3. Dealer conferences (annual)
  4. Company website, phone line and email communication (available year-round)

Implementation Results in 2022: All communication frequencies and goals were achieved.

We have passed all audits and inspections by clients and brand owners in 2022, with a firmwide customer satisfaction score of 90 points, exceeding the target of > 88 points for the year

Key accomplishments:

  1. Each business unit held their annual dealer conference and also arranged client visits.
  2. We passed all audits and inspections by clients and brand owners in 2022, including on-site client inspections and providing clients with documentation on our ESG practices.
  3. We will continue to do our best to fulfill customer needs and create value with customers.
Performance Indicators

Material Topic

Management Approach

Key Performance Indicators (KPIs)

2020 Performance

2021 Performance

2022 Performance

2023 Target

5. Customer Relationship and Marketing Development

(9) Quality Management

Product Quality Level (σ)

3.2

≧ 3.2

2.9

(Note)

≧ 3.2

(10) Marketing and Contribution of New Products

Percentage of New Products that Incorporate Green Chemistry Principles (%) 

16

≧ 13

13.9

≧ 16

(11) Customer Relationship Management (CRM)

Customer Satisfaction (Score)

91

≧ 88

90

≧ 88

Note: Underperformance in this indicator resulted from significant changes to the production process of two products. We have identified the causes and have taken effective countermeasures.