Customer Satisfaction and Service

ASUS values customers' voices. Customers that use our service will receive our satisfaction survey, including the return merchandise authorization (RMA) form, email, interactive voice phone and build-in software according to the type of service received. For each key service process, such as service timeliness, material and parts management, service quality, cost control and systemization, it is tracked and analyzed through weekly management reports to identify rooms for improvement or optimization.

Customer Satisfaction

To create a better service experience, we use monthly questionnaire for tracking and analysis to help optimize telephone service contents or procedures. The customer satisfaction target is a dissatisfaction rate of lower than 10%.

In 2021, the target was achieved for the dissatisfaction ranged from 0.12% to 7.17% over the total of 52 weeks. The dissatisfaction rate in China was the highest among all regions with an average of 7.1% in the third quarter. ASUS regularly trains the staffs of telephone service to ensure that they provide high-quality services and have sufficient professional knowledge. The average dissatisfaction rate was reduced to 5.97% in the fourth quarter.

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

In addition, we also add the terms of service and privacy policy for email service and Live Chat. When the customer sends the product to the Royal Club for repair, if the defective storage device is replaced, we will perform the function testing on it according to the standard procedure. If the device is workable, the data will be erased; if it is impossible to be used, it will be reported as waste and the physical destruction will be performed.

In 2021, ASUS did not have any legal cases related to the Personal Information Protection Act.

Technical Support

ASUS provides services such as product information and technical support. Customers can receive the assistance through different channels, such as physical service locations, 0800 customer hotline(0800-093456), online chat, email, and ASUS Technical Support Site.

Customer can visit ASUS Support Site (https://www.asus.com/support/Product/ContactUs/Services/questionform/?lang=en) which provides the download of the latest drivers or firmware, product registration, warranty check, warranty extension, product repair status check, and Frequently Asked Questions (FAQ). Online customer service mailbox is also available for technical advice and complaints, as well as receiving product specifications and sales point consultations of the products interested for purchase.

At the end of 2017, ASUS provided "Live Chat", a 7-24 service that can serve them anytime in their countries, in 31 countries around the world, and introduced the ICR (Interactive Chat Respond) menu function, which allows customers to access online resources through the quick menu. If customers could not find the answers, they will be directed to Live Chat. The mobile device application "MyASUS" App is also imported into ICR to provide online inquiries, technical documents and instruction videos.

With the rapid development of online shopping and social media information sharing, and thus driving consumer shopping habits, ASUS has created online O2O (Online To Offline) online and offline brand-wide consumer experience and promoting new retail reform projects.

In Q4 of 2018, ASUS completed the transformation of Guanghua and Banqiao Royal Club. Through creating a comfortable environment that allows customers to receive the professional services and at the same time experiencing the latest products in the direct physical service center, we attempt to transform the service center into the showroom and expect such value-added services to be closer to the needs and expectations of consumers.