We promote a culture of integrity across the entire organization through educational initiatives. In addition to communicating the specifics of our integrity policies and measures to prevent violations via the company network, we also regularly announce guidelines for integrity and preventing misconduct internally. Furthermore, we incorporate these standards into our new employee training programs and occasionally highlight real-life cases of integrity violations to reinforce the importance of ethical conduct.
We have set quantifiable quality objectives and regularly review their ongoing relevance. Fortune Medical holds certifications such as ISO 13485, the European Union Medical Device Directive, and Taiwan’s Medical Device Quality Management System. These certifications ensure that our quality standards align with international benchmarks.
Customer Satisfaction
The international sales section conducts a customer satisfaction survey every 3 years.In 2023, a survey was conducted for major customers, with 30 valid questionnaires. The average customer satisfaction score was 73 out of 100. In the customer service evaluation, 92% of customers agreed that the company demonstrated appropriate service responsibility.
Customer Complaint Handling
Fortune Medical values customer feedback and opinions. Our complaint handling process ensures that customer complaints are addressed promptly and effectively. When a customer lodges a complaint, both the domestic and international sales sections will immediately acknowledge the complaint and request a detailed written statement from the customer.If the customer has already reported the incident, they will be asked to provide the incident report number for further investigation. Subsequently, the written statement and any abnormal products will be forwarded to the quality assurance section for investigation, and a customer complaint handling report will be provided based on the investigation results.
