How can photovoltaic module manufacturers enhance customer satisfaction?

Photovoltaic module manufacturers can enhance customer satisfaction from the following aspects:

Ensure product quality

Strict production management: Establish a complete quality management system and strictly control the procurement of raw materials, production processes, product testing and other links. For instance, Trina Solar has established a supplier management system, optimized the control mode of the incoming material inspection process, and launched a digital incoming material quality inspection system to enhance the efficiency and accuracy of incoming material inspection.

Strengthen product research and development: Invest funds in technological research and development to enhance the conversion efficiency, reliability and service life of components. For instance, New Energy has been deeply engaged in N-type TOPCon technology, regarding product reliability as its top priority. Through rigorous laboratory testing and third-party certification, it ensures the stable operation of its products in complex environments.

Optimize the service level

Pre-sale service: Provide professional technical consultation for customers, and offer customized solutions based on their needs and actual situations. For instance, Longi was the first to propose the concept of standardized services, elaborately defining and standardizing over ten standard service items, covering the entire process including pre-sale technical consultation.

During-sale service: Provide timely feedback to customers on the production progress and shipment status of orders to ensure that products are delivered on time, with quality and in the required quantity. If a CRM system is adopted, sales personnel can clearly understand the product inventory and the production progress of the production line, reasonably formulate sales plans, and ensure that orders are completed on time.

After-sales service: Establish a fast-response after-sales team to promptly handle customers' complaints and issues. If Longi promises to respond within one day, provide a solution within two days and close the case within one week; Trina Solar has launched an online customer complaint handling platform, a mobile APP called "Customer Voice", and a wechat mini-program to receive customer feedback 24 hours a day and respond within 48 hours.

Strengthen customer communication and management

Establish a customer feedback mechanism: Regularly collect customers' opinions and suggestions, understand changes in their needs and expectations, and promptly adjust product and service strategies. Trina Solar conducts third-party customer satisfaction surveys and self-led customer satisfaction surveys every year. Based on the results, potential problems are identified and targeted improvements are made.

Enhance customer experience: Utilize digital means to provide customers with convenient service channels and experiences. For example, real-time interaction with customers can be achieved through the Internet platform, enabling customers to conveniently query product information, order progress and after-sales service status.

Cultivate customer loyalty: Offer certain preferential policies and value-added services to long-term cooperative customers, such as giving priority to product supply, extending the warranty period, and providing technical training, to enhance customer stickiness and loyalty.

Establish a good corporate image

Honest operation: Adhere to market rules and laws and regulations, ensure the authenticity and accuracy of product information, avoid false promotion and customer fraud, and establish a good brand image and reputation.

Fulfilling social responsibilities: Actively participate in public welfare undertakings, pay attention to environmental protection and sustainable development, demonstrate the company's sense of social responsibility, and enhance customers' recognition and favorable impression of the enterprise.