Abstract of arcoa 2020 CSR performances

Store Maintenance & Repair Satisfaction Survey

To provide quality and efficient after-sale maintenance and repair service and to achieve our goal of generating higher customer satisfaction than industry competitors, Arcoa conducts "telephone customer satisfaction survey for completed repair" within one week after completing the maintenance/repair for customers. To enhance overall satisfaction, weekly review is conducted and management is reinforced on items and areas where we lag behind. The performance indicator is changed to Touchpoint Net Promoter Score (tNPS) in 2020 to understand that customer who used repair service whether willing to recommend their family or friends use the FET’s service. The target of tNPS in 2021 is 74%.

Stores and Office Energy Saving Measures and Results

arcoa has been adopting the concept of green environment-friendly stores, and is taking steps to replace old air conditioner units with inverter models and using T5 energy-saving lighting equipment.

arcoa's Neihu offices continue to replace worn air conditioning units. In 2020, arcoa invested around $1.19 million and expected to save 20,802 kWh in power consumption, achieving a 10.59 ton of carbon reduction benefits in 2021.