Customer Relationship Management

Customer Satisfaction Survey

IRON FORCE conducts annual customer satisfaction surveys based on the Customer Satisfaction Survey Procedure to assess satisfaction with product quality, delivery, and service. The results are reviewed regularly and used as the basis for future improvements. In 2024, IRON FORCE achieved a Grade A rating, indicating strong customer satisfaction and recognition. The 2025 target remains at Grade A, and IRON FORCE will continue efforts to meet this goal.

Customer Complaints and Remediation

To ensure effective handling and resolution of customer complaints, IRON FORCE conducts regular reviews based on results from the Customer Satisfaction Survey, Customer Standard Specification Satisfaction Forms, and Customer Special Evaluation Scores. An annual Customer Satisfaction Analysis Report is compiled. If necessary, the sales department head convenes a review meeting to promote continuous improvement and enhance customer satisfaction. Beyond satisfaction surveys, IRON FORCE maintains a comprehensive follow-up mechanism for customer complaints and feedback based on industry practices. Through case analysis and improvements, valuable information is gathered from customers to enhance product quality and service levels and to prevent recurrence. In 2024, there were 5 formal customer complaints, mainly concerning product dimensions or quality. In response, IRON FORCE increased in-line inspection points and enhanced personnel training, while maintaining good customer relations.

Customer Complaint Handling Flowchart