1. Customer Satisfaction

The Company conducts annual customer satisfaction surveys in accordance with the requirements of the Customer Satisfaction Survey Management Measures. We prepare satisfaction survey results analysis reports so that relevant departments can coordinate and improve based on customer feedback. During the reporting period, the Company formulated the Customer Satisfaction Improvement Management Measures and developed customer satisfaction improvement measures on a product line basis.

The Company has collected and analyzed customer feedback from the previous year, and classified evaluation, and improved each product line. Among them, 129 items should be improved and 125 items were successfully improved. In 2022, the overall customer satisfaction of the Group was 91.37%, higher than the same period last year.

CTI's customer satisfaction over the years

2. Handling of Customer Complaints

The Company revised the Customer Complaint Handling Procedure and improved the relevant responsibilities of each responsible department, making the Company's customer complaint handling procedure more effective in helping customers quickly solve problems.

We continuously improve our complaint handling capabilities, ensuring that customer suggestions and complaints can be quickly and effectively fed back to relevant departments and processed in a timely manner through four major channels: telephone complaints, email complaints, code scanning complaints, and business window complaints, as well as an integrated complaint information management system. The QHSE department of the Company is responsible for handling customer complaints. The measurement indicators of our complaint management work are: timeliness of response, effectiveness of rectification, and customer satisfaction with follow-up visits. We conduct annual reviews of customer complaints, summarize customer complaints, evaluate improvement measures, and conduct follow-up investigations on closed customer complaints.

CTI invested heavily in the R&D of a customer complaint management system, which has been officially put into operation. It has achieved multi-channel customer evaluation and feedback, which helps to monitor customer satisfaction in real-time. It can help us set quantitative goals for customer satisfaction and take certain measures to improve customer satisfaction.

Customer Complaint Management Mechanism of CTI

3. MYCTI Customer Service Management System

CTI launched the MYCTI customer service management system. We have always adhered to the concept of "Customer-Centric" and relied on rapidly developing internet technology to create a customer service management platform that integrates functions such as report query, report authorization, certificate query, application progress query, and online order placement. We are committed to providing customers with a simpler and more convenient business experience, helping the Group develop rapidly.

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