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Customer survey 2020 - Open insight

Every year, we conduct an AP&S customer survey. Our goal is to cover our customers' requirements in the best possible way with innovative wet process solutions. The customer feedback on how satisfied they are with our products and services is an important indicator of whether we are meeting this goal and where and if there is still need for optimization.

Once again this year, many customers took part in the survey. We would like to express our sincere thanks for this and provide an insight into the most important results.

We were particularly pleased by the fact that all questions were rated better on average than in the previous year. This shows us that we are on the right track.

1. In the question about why the company chose an AP&S wet process solution, most participants in the survey answered technology as well as support. However, AP&S ability to modify wet process solutions to specific customers' needs was also stated by respondents as a key purchase criteria.

2. In the area of service, we achieved a decent result with 8 points on a scale of 1 (= not satisfied at all) to 10 (=very satisfied), but we are striving here for customer satisfaction in the 9-10 range. Reliable and long-term service worldwide is a very important concern for us. Therefore, we have established locations and service manpower at all strategically important points for our target markets over the years. In order to be able to react even more flexibly to urgent requests for spare parts, we are constantly developing new concepts, such as the expansion of customer consignment stocks, regular information mailings in the event of foreseeable bottlenecks, and the earlier procurement of time-critical components.

3. The question "How satisfied are our customers with the AP&S portfolio?" was also rated with an average of 8. For us, this means that we continue to work consistently on optimizing existing processes as well as developing new products in order to keep up well with the dynamics of the market and customer requirements. In the AP&S Demo Center, we initiate developments in these areas together with our customers and partners and are always open to new inquiries and joint projects.

4. Customers rated the cooperation with the project management and sales department with an average of 8-9 points. Comments from customers indicated that they see a positive development here over the years, but some also mentioned that in their opinion some coordination processes are still too long-winding. These specific comments help us enormously. Together with the AP&S departments, we discuss them internally and look for ways to improve things.

We would like to thank our customers for their openness, suggestions, ideas and proposals. Because only together and in dialog we can ensure that AP&S wet process equipment and services continue to meet existing and future requirements in semiconductor fabs worldwide and thus make an important contribution to the development of key technologies.