Novatek adhering to the spirit of customer first, we are committed to providing high-quality service quality
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We listen to the voices of customers, give priority to improving customer satisfaction, continue to observe industry trends and grasp the pulse of customers, and at the same time comply with customer and international green product requirements, and achieve environmental protection commitments. |
Customer Service Strategy
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Novatek always regards customers as the most important strategic partners. Regardless of product development, design support, product promotion and sales, and support for mass production, we follow the requirements of the ISO 9001 Quality Management System and conduct process-oriented monitoring and evaluation to try our best to meet customer needs and expectations. We also value customer confidentiality and information protection. In 2023, no complaints about privacy violations from customers have been reported. Novatek believes that the only way to achieve maximum partner’s co-prosperity is to think from customers’ perspectives and to solve problems for customers based on their needs. |
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For in-depth understanding of customer needs and promoting the interaction and information exchange with customers, we conduct customer satisfaction survey periodically in addition to the weekly and monthly visits and meetings with key customers. The questionnaire surveys grant us an in-depth understanding of customer needs and improve the quality of services and collaboration to ensure that customer needs are properly handled and fulfilled. Furthermore, we also provide localized services to key customers (such as dispatching service personnel to China, Japan, etc.), helping customers solve their problems immediately, accelerating new product development for customers and providing them with better technical support services. Novatek acts as a strong support for our customers to create a co-prosperity partnership.
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Customer Satisfaction
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Novatek has established the “Customer Application Service Operating Procedure” to ensure that our customers are satisfied with the products and services provided by Novatek, and the internal activation and execution of opinions of customers. We review and evaluate customer satisfaction periodically in order to propose a responsive improvement plan for analysis and improvement based on the management cycle of P-D-C-A. Through participating in regular customer meetings (acquired by customer evaluation) or customer satisfaction surveys, and after comprehensive analysis, review and feedback of relevant improvement measures are proposed at the management review meeting. In 2023, customer satisfaction reached 96%, achieving the target of 90%. This shows that the Company has gained recognition from customers in terms of quality management and improvement. |
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Sustainable Supply Chain Management Forum
In 2022, Novatek held its first "Sustainable Supply Chain Management Forum", which was conducted virtually due to the COVID-19 pandemic. This event brought together important representatives from our supply chain partners, including wafer manufacturing, packaging, and testing companies from home and abroad. This year's theme was climate change, and experts of suppliers were invited to share global carbon reduction trends, waste reduction, and circular economy achievements. Through this forum, Novatek expressed sincere gratitude to our supplier partners and presented the ESG Excellent Supply Chain Award to recognize suppliers' efforts in sustainable action. We also communicated the requirements of the "Novatek Supplier Code of Conduct" and worked together with our supply chain to promote greenhouse gas inventory and green operation targets (annual electricity savings rate≧1% compared to the previous year; zero production downtime days due to water shortage). A total of 70 participants attended the forum, serving as the exchange and learning platform for supplier partners. In the future, we will continue to focus on energy conservation, carbon reduction, environmental protection, pollution prevention, and circular economy issues. We hope to deepen supply chain competitiveness through this forum and work together with suppliers towards the ultimate goal of net-zero emissions and sustainable operations, creating a green and sustainable environment.
Supplier Sustainability Risk Assessment
To gain a deeper understanding of the supplier situation, Novatek not only adheres to the “Responsible Business Alliance (RBA) Code of Conduct” but also actively implements RBA-related management systems and training programs within the Company. Additionally, Novatek requires its supply chain partners to conduct the "Self-assessment Questionnaire for Sustainability Management" covering five major areas: labor rights protection, occupational safety, environmental protection, compliance with ethical requirements, and management systems. This process helps Novatek identify supplier adherence to the “Responsible Business Alliance (RBA) Code of Conduct” and assesses sustainability risks. In 2023, a total of 44 suppliers responded to the sustainability management questionnaire, representing a response rate of 100%, and the suppliers’ scores on the “Self-assessment Questionnaire for Sustainability Management” were all above 93 points. In addition to the self-assessment scores, Novatek also reviewed the suppliers’ responses. If the responses to individual items were incomplete or if documents required additional supporting evidence, the suppliers were requested to provide explanations during regular meetings with Novatek so both parties could grasp the risks of suppliers. A total of 9 suppliers have accepted the RBA-verified audit process (VAP) and have corrected the deficiencies during the audit process.
Supplier Code of Conduct
Novatek pays attention to international sustainable development issues and believes that suppliers need to have a certain system to fulfill corporate social responsibility. Therefore, in 2022, based on the "Responsible Business Alliance Code of Conduct," Novatek formulated the "Novatek Supplier Code of Conduct" and required suppliers to comply with and sign it. In addition, new suppliers must also sign the Supplier Code of Conduct to ensure that they understand and agree to comply with it before they can qualify for cooperation. As of 2023, all Novatek suppliers signed the Supplier Code of Conduct, including three new suppliers, achieving a signing rate of 100%. Moreover, all suppliers have passed the evaluation to obtain ISO 14001 certification.
Responsible Minerals Management Performance
In 2023, Novatek surveyed a total of 29 suppliers related to manufacturing and packaging services. According to the survey results, 148 smelters have been identified, covering 28 countries. 100% of the suppliers adopted RMI (Responsible Minerals Initiative) approved smelters to provide products that meet the requirements.
Feedback of Customer Satisfaction
Novatek has established the “Customer Application Service Operating Procedure” to ensure that our customers are satisfied with the products and services provided by Novatek, and the internal activation and execution of opinions of customers. We review and evaluate customer satisfaction periodically in order to propose a responsive improvement plan for analysis and improvement based on the management cycle of P-D-C-A. Through participating in regular customer meetings (acquired by customer evaluation) or customer satisfaction surveys, and after comprehensive analysis, review and feedback of relevant improvement measures are proposed at the management review meeting. In 2023, customer satisfaction reached 96%, achieving the target of 90%. This shows that the Company has gained recognition from customers in terms of quality management and improvement.
