Customer Service and Satisfaction | ACER ESG
Customer Service and Satisfaction
Acer’s success depends on the trust our customers have in us. We strive to provide the highest quality in all of our operations. From product design through production to after-sales service, we continually strive for innovation and improvement, all while also complying with domestic and foreign legal requirements for performance and customer safety.
Leading brand company in sustainable management through innovation and attentive service and customer care, continuously improving the efficiency and quality of our services.
Acer's vision is to become a "leading brand company in sustainable management through innovation and attentive service and customer care, continuously improving the efficiency and quality of our services." We firmly believe in the pursuit of quality in everything we do, and that this approach will ensure we remain competitive. To ensure our customers are satisfied, we actively strive to understand their needs and to develop better, easier to use products and services that meet, or even surpass, expectations. In this way, we create greater value for our customers.
Multiple Service Channels
Acer is devoted to helping customers understand the features of our products and services, and to using a variety of methods to understand what our customers need. Our customers should feel free to contact us at any time and raise any issues, comments and suggestions through the following channels:
Acer Answers
Social Media
Online Chat
Call Center
D-port Repair
Mail service
We have set up maintenance centers around the world, and cooperate with authorized service centers where required. The network is made up of Acer-operated service centers and authorized maintenance centers. The five main characteristics of this service model are:
Improving Customer Service
Acer Taiwan continues to offer "One-Year Extended Warranty Card" in 2024 at distributors such as TsannKuen, CReTE and Acer Store, allowing customers to purchase products with a one-year extended warranty according to their needs and continue to provide customized installation services for customers who purchase Acer products, so that if customers need to upgrade their services after purchasing Acer products, Acer's maintenance centers or authorized maintenance centers can provide related consultation and installation services.
AcerSense
AcerSense, PredatorSense, NitroSense, and TravelMate Sense are applications that integrate multiple features, allowing customers to personalize system settings according to their needs to optimize overall system performance and monitor system health status in real-time. This improves user convenience, allowing the system to be better aligned with their usage and further enabling users to experience optimized system performance.
Acer Community: Online Communications, Prompt Responses
Acer Community website provides customers with an online communications channel that enables them to post their problems at any time and receive prompt, accurate responses from other Acer Community members. Acer Community has reached 662,031 members in 2024 and continues to grow, with 20,673 new questions, 66,559 posts and comments, and 4,725 solutions. There was a total of 11,300,000 visits with 11,600,000 views in 2024. In addition, in 2024, our ACE team has a total of 15 superusers. The website supports multiple languages, including English, Spanish, German, Portuguese and French, providing channels that span borders.
Member
662031
New Questions
20673
Posts And Comments
66559
Solutions
4725
Acer Support
Acer Support has accumulated 944,000 subscribers on YouTube, with an increased output of 229 videos and 42 TikToks in 2024. Among these, 77 videos have been translated into Spanish or Portuguese, enabling non-English speaking viewers to access information related to Acer products. From time to time, the Acer Support team releases in-depth videos that address issues with Acer products, providing users with a quicker, more intuitive way to understand the products they purchased.
The Acer Product Evaluation Program
The Acer Product Evaluation Program (APEP) is a product testing program that allows expert members of the Acer Community to test out the latest products. Their feedback can then help us improve our products and be more innovative. Relevant departments, including the management team, marketing, and UX, evaluate and discuss user feedback and lay out plans for improvements.
Global Customer Relationship Management System
A strong foundation for customer service activities is a good system. To enhance the quality of customer service, we have developed Acer's Customer Service System (CSS). This system manages global direct service centers, authorized service centers, professional repair companies, telephone service support centers, spare parts planning and warehouse management, as well as customer interactions conducted through the internet. It also helps improve repair progress and quality. Currently, the system is being used in Europe, the Middle East, Africa, Asia Pacific, and Pan America. Additionally, there is a dedicated customer relationship management system for the Greater China and Taiwan regions, which provides better service quality to global customers.
In addition, we have also improved the functions of the customer relationship management system, providing customers with a mobile application through which they can make inquiries and can track service requirements. Technical service engineers can also work online. In order to improve maintenance quality and reduce maintenance time, all regional service centers also make use of the Acer Diagnostics Suite (ADS). With the introduction of the ADS into maintenance centers, the system returns test results to the CSS to provide the basis for repair work, thereby improving diagnostic accuracy and improving the rate of second repairs. The new Global Customer Relationship Management System (Version 8) makes use of the latest technology to strengthen and integrate processes across regions. In 2024, Asia Pacific continues to use the new Global Customer Relationship Management System (Version 8) for
corporate customers, improving the service and support provided to them and providing service for products beyond just computers.
All customer service systems adhere to and enforce the company's information security protocols to support Acer's service operations worldwide.
Acer In-House Training System: Improving Customer Service Problem Solving Capabilities
To provide consultation and assistance to customer service staff worldwide, Since 2020, Acer Europe introduced the eLearning portal, replacing the Acer E-Academy, to provide professional training to internal staff on maintenance techniques and troubleshooting.In order to improve the user interface and upgrade the coverage, Acer Europe introduced the eLearning portal to provide professional training to internal staff on maintenance techniques and troubleshooting. So far, different training courses have been added, and more are coming. Through this system, we are able to provide staff with the latest product knowledge, helping them more effectively deal with customer inquiries through a set of standard methods and through a virtual journey, even without seeing the actual product.
Customer Satisfaction Survey
We carry out Acer Customer Satisfaction Surveys in each country individually. As such, methods can vary. However, headquarters 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, we also continue to ask customers about their purchasing experience on the Acer Store website and adding survey channels to enhance our services in 2024.
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. We have analyzed the results of the questionnaire survey to determine the global satisfaction rate. The target for positive customer evaluations in 2024 was 93%. The actual percentage achieved was 93.17%. Although the average customer satisfaction survey results have slightly decreased compared to last year, they still fall within the normal fluctuation range.