Customer Service Quality Management
/ In 2024, New Contract Satisfaction 99.57% ，Processing Satisfaction 99.79% /
In 2024, SKS reported no penalties related to its products or services, which reflects the Company's strong commitment to regulatory compliance and professional service management. Service quality is closely tied to business performance and brand reputation, and it directly impacts market competitiveness and long-term sustainability. As such, SKS places great importance on customer satisfaction. In addition to maintaining a robust security service framework, the Company has established a 24/7 customer service center to ensure that client needs are promptly addressed and properly resolved.
SKS follows the Plan-Do-Check-Act (PDCA) management cycle to continuously improve its customer satisfaction mechanisms. The Company conducts satisfaction interviews with new customers and with those who contact the service center to ensure a consistently high level of service quality:
- New Customer Engagement: Emphasis is placed on installation quality and service experience to ensure that customers receive optimal support during the installation and early usage phases.
- Case Handling (Escalated Cases): For issues reported by customers via phone, SKS verifies whether service personnel delivered services as agreed and follows up on the outcome to ensure proper resolution.
Additionally, SKS adheres to ISO 9001 International Quality Management Standards by setting annual satisfaction targets and establishing a standardized complaint handling mechanism. This ensures that customer feedback is promptly relayed to relevant departments for resolution, enhancing service transparency and overall satisfaction.