Customers

Service and Commitment

CT has obtained ISO 9001 international comprehensive quality assurance certification and complied with the welding quality requirements of ISO 3834‑2 and EN ISO 1090‑1/EN ISO 1090‑2, the strictest EU standards, enabling it to serve domestic and international customers with world class quality.

In environmental and occupational health and safety matters, the Company obtained ISO 14001 environmental management and ISO 45001 occupational health and safety management certifications and through the establishment of these two systems provides customers with products and services that comply with regulations, are safe and reliable, and are environmentally friendly.

Performance Review

With the most advanced technology, the most reliable quality, and the strongest work ethic, we strive to exceed customer requirements and provide customers with high value-added technology.

Under the motto “Sincere Service, Mutual Success,” we represent customers internally and require the development and supply of products that meet their needs. Externally we represent the Company and provide product application expertise to solve customers’ material issues.

To enhance customer service quality, we conduct customer interviews to proactively understand customer needs and engage in technical exchanges with industry peers, combining CT’s capabilities to improve industry technology. Furthermore, we offer differentiated services and supply customized products to accommodate different customers.

The customer satisfaction target is 85 points, and overall satisfaction ranged from 82 to 90 points. If the average satisfaction score is 80 points or above, it is considered excellent. If the average score is below 80 points, a review meeting will be held within ten days to discuss any items that did not meet expectations. If a new contract is received from that customer later on, it will be given priority follow up.

CT customer service performance from 2020 to 2024:

Note: The overall satisfaction score comprises the average of domestic and international customer satisfaction surveys.

Customer Complaints

2 customer complaints were received in 2024. The main customer complaints relate to site cleanliness, safety maintenance, and other similar issues, and were rectified within the specified period after receipt of the complaint.

After receiving a customer complaint, the Sales Department logs it in the Customer Complaint Register and conducts a preliminary analysis of the returned item or data. The responsible department and related personnel then implement corrective actions based on the complaint and respond within seven days.

If, after investigation and analysis, the responsibility lies with the Company, appropriate countermeasures must be taken based on the investigation results or the customer’s request. In addition, to prevent recurrence, the effectiveness of the corrective actions should be verified.

Customer Privacy

Dedicated to providing customers with the best service, all computer equipment is equipped with antivirus software to prevent computer viruses and hacker intrusions, protect customer information, and provide optimal protection for data provided by customers, ensuring customer privacy and preventing incidents of privacy breaches or data loss.

Through the establishment of an ISO 27001 information security management system, the Company can more effectively manage customer data and sensitive information, implement measures to protect customer information from unauthorized damage or disclosure, and ensure the confidentiality, integrity, and availability of information.

Customer Service Management

1.          The condition of Business Department signs the contract with new customers, it shall concern before, after or other actual situation as visiting customers and then establish the "Customer Credit Survey Form ".

2.          If necessary, the Business Department and relevant department personnel visits the customers. The purpose and conclusion of each visit shall be filled in the "Customer Visiting Record Sheet " by the Business Department.

3.          When the Business Department personnel receives the customer complaint who has to record the complaint and delivery the issue in details to the company and follow the procedure of “ Customer Complaint Management ” to solve the customer complaint.

4.          When the customer requests the technical and quality information, the Business Department shall coordinate the relevant departments to provide the following information:

(a) Product specifications and samples.

(b) Customer commissioned test and related information.

(c) New product releases and related information.

(d) Quality information.

(e) Other information relating to quality or technology.

Customer Complaint Management

1.          The resources of the customer complaint: Telephone notice,Official document notice,Feedback information when visiting customer.

2.          Investigation and analysis of customer complaint.

(a) When the Business Department receives a customer complaint case, personnel shall record in the "Customer Compliant Record Sheet " and conduct a preliminary analysis based on the actual situation and request the relevant department to improve and correct the abnormal action.

(b) When the major responsible department considers the necessary action to identify the reason which shall join the investigate and analysis of case with relevant department or send the personnel onsite together.

3.          The customer complaint of the rejected products shall operate in accordance with the provision "Nonconforming Product Control Procedure ".

4.          Customer complaint cases shall operate in accordance with the provision "Abnormal Quality Correction and Prevention Procedure ".

5.          After investigation and analysis, if the company has the responsibility, it shall take an appropriate preventive measure on the basis of the results of the survey or customer requirements. In order to prevent recurrence, the company shall confirm the effect of improvement measures.

6.          When the Business Department dismisses the case of customer complaint, that need to notify the customer by oral notice firstly and then send a copy of improvement action to the customer by email or fax. The Business Department shall confirm whether the customer receives an email or fax by telephone, and record in the "Customer Compliant Record Sheet " and fill in the details in the column of the "Customer Receives the information". When the customer cannot accept, the case should be reopened.

7.          Quality Control Department receives the data of the customer complaint cases in accordance with the “Statistical Technology Analysis Procedure” to analyze the reason and provide the reference to the relevant departments.