We carry out Acer Customer Satisfaction Surveys in each country individually. As such, methods can vary. However, head office still regularly collects the results of our surveys and reviews them for trends and insights. Current survey methods include telephone, online, face-to-face interviews, and telephone interviews with corporate customers. In addition, in 2018, we began to ask customers about their purchasing experience on the Acer Store website, as well as adding new survey channels to enhance our services.
To improve customer satisfaction, we conduct regular (weekly or monthly) reviews of authorized service centers; if a problem is found or an incident occurs, the center will also provide a corresponding corrective plan. Currently, the majority of both internal maintenance centers and partner authorized service centers, have successfully obtained relevant ISO certifications, such as ISO 9001 and ISO 14001. In aggregate, our 2021 survey results show high global satisfaction, with positive customer evaluations accounting for 95% of total evaluations. Average customer satisfaction survey results grew slightly compared to last year, mainly due to the improvements in the pandemic situation. Most maintenance departments have returned to regular working hours, leading to a notable improvement over 2020 service times. However, overall, the variations remain within the normal range.