Customer Service System
Jinko Solar has established and continuously improves a customer service management system throughout the product lifecycle. We have also developed and upgraded internal regulations such as the Customer Satisfaction Evaluation Management Regulations and the Customer Complaint Handling Management Regulations. In addition, the Company launched the Customer Service Management System (CSMS) to ensure timely follow-up and handling of customer needs at every stage with a comprehensive, high-quality, and professional service management system and processes.
Relying on a high-quality customer service management system and processes, the Company provides customers with end-to-end services and support ranging from product solution planning, product selection, and technical consultation, to on-site installation guidance, problem diagnosis and resolution, to ensure maximization of customer satisfaction.
The Company also incorporates metrics such as "customer satisfaction", "effectiveness of contract technical review", and "timeliness of customer complaint resolution" into the performance evaluation of customer service-related positions. With clear goals as guidance, the Company continuously enhances the customer experience and satisfaction.
Customer Communication Management
Jinko Solar focuses on establishing long-term and stable communication methods with customers to ensure smooth communication channels for customers. Through various channels such as phone, fax, email, website messages, customer visits, and satisfaction surveys, the Company maintains regular communications with customers and establishes customer profiles for 100% of them, to ensure that their needs are fully understood and resolved.
Customer complaints are also regarded as important data for continuous service improvement. With the use of an online platform to categorize and manage the customer complaints, the Company can ensure timely and proper follow-up and resolutions of the complaints. During the reporting period, the closure rates for overseas and domestic customer complaints were 99.84% and 99.50%, respectively. The remaining open complaints mainly involve individual complex issues with longer process chains, which customer service department will continue to follow up on to ensure effective resolution.
Furthermore, the Company conducts regular satisfaction surveys among core customers who have signed contracts or engaged in business transactions. By analyzing the survey data against the target settled at the beginning of each year, we strive for continuous improvement in customer satisfaction. In cases where satisfaction falls below the target, the Company would hold dedicated analysis meetings to request relevant responsible personnel to drive corrective actions and continuously monitor the effectiveness of these actions.
