Customer Satisfaction Survey Results
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2005 DISCO Customer Satisfaction Survey |
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Survey Overview
This is the fifth year that the Customer Satisfaction questionnaire has been conducted
and this year DISCO had 1196 respondents. This is 1.46 times more than the number of responses that
were received last year. As a result of significantly changing the structure of the questionnaire form, more
specific needs and evaluations were received.
Approximately 40% of the respondents felt that “DISCO was better than last year,” however when
asked “was DISCO able to contribute according to customers’ expectation?”, most replied “not
yet.” In particular, a large number of respondents were dissatisfied regarding the support when trouble
caused by the use of dicing blades and grinding wheels occurred. The number of respondents with this view has
been large in previous questionnaires; as a result DISCO has started implementing improvement activities. Every
year the satisfaction with this support has tended to improve, however DISCO has re-acknowledged that it is
not yet satisfactory. To make greater strides, DISCO has decided to address this matter in the “2006
CS Policy” as this year’s priority subject.
Many respondents also requested information about such as “solutions regarding process quality improvement
and further running cost reduction.” DISCO is starting from April to implement activities that will set
numerical targets to deliver beneficial information for customers’ production activities.
A large number of requests and advice regarding equipment specifications were also received. The ones that
can be implemented into installed equipment will be provided when required. Otherwise, DISCO intends to include
them in minor model changes or next generation products. |
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| Purpose of the Survey |
This survey aims to understand how DISCO has been evaluated by customers
and to provide feedback of customers' needs. |
| Content of the Survey |
This survey asks for levels of customers' satisfaction and for comments
on DISCO products and services. |
| Subject of the Survey |
The user of DISCO products. |
| Survey area |
Asia, EU, Japan, and U.S.A. |
| Survey method |
This survey uses the Internet (using facsimile and E-mail in part)
to ask customers to answer specific questions or write their comments freely. |
| Language |
Chinese(Simplified), Chinese(Traditional), English, French, German,
Italian, Japanese, Korean |
| Survey period |
2005/10/11-2005/10/31 |
| Number of respondents |
1196 |
| Response ratio |
47.9% |
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