Customer Satisfaction and Service

ASUS values user’s experiences and customer’s satisfaction and our final goal is to enhance the users' satisfaction to our service. The design of the satisfaction questionnaire survey focused on knowing customer's experience in each service process. We allow the users to rate and provide feedback through various questions and then proceed to the analysis and process improvement to create the better service experiences. The scope of the questionnaire covers various service channels, telephone customer service, on-line instant messaging customer service, technical support by e-mails and service centers. The services are provided in major markets in the world, including Asia Pacific, the United States and Europe. The management proves is certified by the ISO 9001 quality management system. Customer satisfaction surveys are carried out in accordance with our internal process of "Customer Service After-Sales Support Customer Satisfaction Management". Internal and external audit units conduct audits every year to continue to improve the process.

Customer Satisfaction Survey on After-Sale

Customers that use our service will receive our satisfaction survey according to the type of service received:

  • Online survey: put CQ code which will lead the customer to the online survey in the Return Material Authorization (RMA) form
  • e-Survey: sent via email
  • Live Chat survey: customer using Live Chat will be ask after the end of the service
  • nteractive Voice Response: customer using call center service will receive interactive system after the phone call

In 2015, ASUS customer service center in Headquarters launched the perfection program to facilitate continuous improvement of key processes affecting turnaround time (TAT) through PDCA approach. As of 2017, the process of improvement could be divided into 5 phases, and the management group would review the target of this phase and plan the KPIs for the next phase at phase review. In 2017, we continuously monitored the KPIs of service centers around the world. With the persistent perfection of key processes, the establishment of customer service knowledge platform, process standardization to ensure no interruption of the service, we kept the TAT within the timeframe, thus improving the customer satisfaction.

Customer Privacy

To ensure the preservation of critical customer data when products are sent in for repairs, ASUS will goes through the following procedure before accepting the product for actual repairs:

  • Remind the customer to backup data
  • Explain the risk and likelihood of data loss
  • Inform the customer to go over a disclaimer, which lists all attentions and terms of service, as well as ASUS privacy policy
  • Ask the customer to sign the RMA form, indicating he or she agrees with all the contents in the disclaimer

We also add the terms of service and privacy policy for email service and Live Chat.
In 2017, ASUS did not have any data missing or errors, breech of user information, or related complaints due to negligence. In addition, there were no legal actions involving the Personal Information Protection Act.

Comprehensive Customer Services

ASUS also provides services such as product information and technical support. In response to different feedback habits, customers can choose from various ASUS online service, such as: 0800 customer hotline(0800-093456), MY ASUS app online chat, Email, ASUS Support Site.
https://vip.asus.com/VIP2/Services/QuestionForm

For customers who are unable to visit service centers, the ASUS Support Site and MyASUS App for mobile devices provides users with technical documents and videos to help immediately solve related problems. By the end of 2016, we introduced Interactive Chat Respond (ICR) menu function to "MyASUS" and "Live Chat". When using online service, customers could access Frequently Asked Questions (FAQ) and service functions through simple and clear menu. If the information they search for does not exist in ICR, ICR could also lead them to an online specialist for further assistance.

The ASUS Support Site(http://www.asus.com/tw/support/)provides the download of the latest drivers or firmware, product registration, warranty check, warranty extension, product repair progress check, and FAQ. ASUS introduced the instant messenger service "Live Chat" in North America, Taiwan, China, Asia, and parts of Europe at the end of 2012. The link is placed at an eye-catching place of the webpage so that consumers can easily access this service. This allows them to provide or describe the problems in full details. By the end of 2017, there were 31 countries provided with Live Chat service. By the end of 2016, we introduced Interactive Chat Respond (ICR) menu function to "Live Chat". Customers could access online resources through the quick menu, and Live Chat is the 7-24 service that could serve them anytime in their countries. Consumers can communicate with ASUS staff through the general forum, ZenTalk forum, Live Chat (ICR), or MyASUS. ASUS customer service staff will provide information in words, graphics, or video, to help solve issues more efficiently.

Free Diagnosis for Products and the Service Information
In Taiwan, ASUS had hosted free diagnosis events that provide the users of notebook computer, mobile phone, tablet, and mobile power bank to have hardware and software maintenance services, as well as check the quality of products.

Free Diagnosis for Notebook Computer, Mobile Phone, and Tablet to All Brands
During the event held from 2017/3/1 to 2017/3/31, we provided professional services and technical consultation on body maintenance, firmware upgrade, inspecting hardware functions, stability and thermal testing, as well as technical consulting to all brands.