Create Safety Value for Customers

Customer Service

Excellent customer service

Technical services

Ever since YOKE officially introduced formal technical support personnel (FAE) in 2017, our team of FAE has grown to have three members as of 2020 and the scope of their services has thus expanded to U.S., Canada, China, India and the Middle East. We had also included three FAEs in the corporate structure for our newly established subsidiary in Vietnam to better serve the local market. The primary mission for FAE is to help local distributors in different regions to learn more about YOKE products and their proper operation for our distributors. Through localized training and communication, our customers’ marketing team will learn more about pertinent regulations and standards such as EN1677, ASME B30 and so forth. Our distributors and end-users will be adequately primed to use our hooks in optimal condition and operations through the instruction and demonstration of specialists. The involvement of our FAE team not only improves customer service quality and product stability but also enhances distributors' knowledge about YOKE products.

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Customer satisfaction

Each year, the 8 Sales Department chooses the top 35 existing customers, top 3 new customers and specific key customers for further development based on annual sales ranking. In comparison, the N Sales Department picks 7 existing top customers from various regions and all new customers from the current year to take part in the customer satisfaction survey. In 2020, we introduced electronic questionnaires that were automatically sent to the intended recipients through our CRM system to save time spent on handling physical questionnaires while verifying whether our customers have clicked and read our notification to effectively increase the questionnaire completion rate. The questionnaires were collected and analyzed to generate a report presented during the monthly quality meeting for review.

In 2020 we sent out a total of 85 copies of the customer satisfaction questionnaire (38 copies for the 8-series and 47 copies for the N-series). We recovered a total of 56 valid copies of the questionnaire (28 copies for the 8-series and 28 copies for the N-series). For our 8-series, the satisfaction of our existing customers came to 94%. For new customers, their satisfaction was slightly lower at 89%, and the satisfaction for both groups of customers had reflected a slight decrease. The decline in satisfaction was primarily attributed to dissatisfaction with our delivery time and we reviewed the expectations of customers who had been dissatisfied with our delivery time and worked on the primary reason for the long delivery lead time for our raw materials. By leaving more room in our forecast for demand and preparing materials in advance, we were able to address the issue of a long product delivery schedule. In contrast, satisfaction for both existing and new customers for our N Sales Department remained over 90% and we will continue to work on increasing their overall delivery satisfaction while reducing the lead time for new product development so that we will be able to maintain and improve our performance in customer satisfaction.



Complaint handling

As soon as customers provide their feedback, a responsible sales representative would create an entry of Customer Voice (CV) in the system and provide a preliminary response within 24 hours. Meanwhile, the Company will convene a review meeting within three days upon receiving the complaint to determine the responsible department and how the complaint shall be rectified and resolved. The customer would then be notified of how the Company has handled the complaint before closing the case.  If the issue in question had compromised safety or functionality, a separate Correction Action Report (CAR) would be issued to activate the abnormal quality management process. Once issued, the CAR can only be closed after corrections are proven to have been made and passed review.
In 2020, we had a total of 43 CVs - a decrease by 21 cases from 2019. We also had zero CAR in 2020, compared to 5 in 2019. For 2020, factors of function, packaging and appearance of our products had been the primary cause for CV. Reviewing the potential cause for such complaints, the oversight of the inspection personnel accounted for most of the complaints. And as such, we made a full revision of our product appearance guidelines while implementing competence assessment to strengthen our employees’ competence for product inspection. At the same time, we also adjusted our packaging process to reduce the incidence of erroneous packaging and mix-up of NG items with normal products. As for anomalies that can be attributed to our suppliers, we also revised our supplier evaluation procedure to include customer complaints as a scoring criterion. In order to improve the customer feedback handling process, we optimized the process in 2020 by improving the mechanism of interaction with customers and feedback of opinions in the hopes of effectively reducing the number of CVs we receive. To further reduce the costs of external failure, we plan to optimize the handling of data and quality anomalies in 2021 by introducing an automated analytic model to achieve an automated generation of reports to be reviewed periodically during meetings to track the progress of improvement.

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Safety is our first priority and
core CSR value


39, 33rd Road, Taichung Industrial Park, Taichung 407, Taiwan

Einfo@mail.yoke.com 
T+886-4-2350-8088

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+886-4-2350-8088 

#39, 33rd Road,Taichung Industrial Park, Taichung 407, Taiwan