KOKUSAI ELECTRIC strong commitment to customers

strong commitment to customers
VLSIresearch Customer Satisfaction Survey 2019

VLSIresearch … intelligence to make better decisions faster

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KOKUSAI ELECTRIC is awarded
10 BEST and THE BEST awards
• KOKUSAI ELECTRIC’s on-going
commitment to customer satisfaction
awarded with 10 B ... See more

ST 3½ VLSI Stars
– honorable score of 7.75
– earning its highest score in commitment

• This is KOKUSAI ELECTRIC’s 22nd
consecutive year winning a
VLSIresearch 10 BEST award
• KOKUSAI ELECTRIC is committed to
the success of its customers by
providing cutting-edge deposition
technologies

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KOKUSAI ELECTRIC’s
Approach to Customer Satisfaction
• Committed to providing customers with
support through all phases of the
equipment lifecycle
– R&D, order receipt, design, procurement,
manufacture, shipment, installation/setup, and
after-sale servicing and maintenance
• work jointly with customers during R&D phase to
develop next-generation technologies
• tailored to customer needs

• Determined to move quickly to provide
high-quality products and services
• Unyielding professionalism results in
uncompromising customer satisfaction

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How Customers Perceive KOKUSAI ELECTRIC
• Receives highest score of all THE BEST
WFE to Foundation Chip Makers in
recommend supplier, support after sales,
quality of results, and uptime
– earning a 9.2 in support after sales

• 82% of customers said they will return to
KOKUSAI ELECTRIC for their equipment
needs
• Highest scores*
–
–
–
–
–
–

commitment
trust in supplier
field engineering support
product performance
support after sales
overall value
1 Application Support

*Listed in order of rating
replaced Process Support in 2019

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Global Perceptions from Customers





Tool Performance.
Uptime/Parts life time.
Service quality.
Good Service.

• Receives majority of surveys from
Taiwan
– with an average of 8.40

• KOKUSAI ELECTRIC’s highest ratings
are from China earning its best in
– technical leadership and commitment

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KOKUSAI ELECTRIC’s Performance Among
Peers
• Earns 4½ VLSI Stars in 2019 THE
BEST WFE to Foundation Chip Makers
– increases 16 basis points to a strong
8.79
– improves ratings in 10 of 14 categories
– 3rd consecutive year earning THE BEST
WFE to Foundation Chip Makers

• Earns 3½ VLSI Stars in THE BEST Fab
Equipment
• KOKUSAI ELECTRIC’s customers put
extreme value on its unwavering
professionalism and world-class
thermal thin-film technologies

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About KOKUSAI ELECTRIC

About VLSIresearch

KOKUSAI ELECTRIC, headquartered in
Tokyo, Japan, is a pure play manufacturer of
semiconductor
manufacturing
systems.
KOKUSAI
ELECTRIC
mission
is
to
accommodate client’s needs in the changing
market with the leading-edge technology
based
on
accumulated
deposition
technologies and become an industry leader.
As an innovative corporation with the clients’
perspective, we are determined to move fast
to provide high quality products and services,
and make contribution to highly developed
social infrastructures with our technology.

VLSIresearch is an award-winning provider of
market research and economic analysis on the
technical, business, and economic aspects of
the semiconductor supply chain.
Providing
intelligence for faster and better decision
making,
seasoned
executives
in
high
technology, government, and finance rely on
VLSIresearch’s insights to guide them to the
right decisions. The formula is simple: Better
intelligence leads to better decisions which
deliver better results.
Founded in 1976,
VLSIresearch is the leading technology
research and advisory company focused on
semiconductor related manufacturing.

www.kokusai-electric.com

www.vlsiresearch.com

VLSIresearch Customer Satisfaction Survey 2019

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About the 2019 VLSIresearch Customer Satisfaction Survey
VLSIresearch received feedback from more than 86% of the chip market and 87% of subsystems customers for this year’s survey.
The survey spans two and half months and covers five languages. Worldwide participants were asked to rate equipment suppliers
among fourteen categories based on three key factors: supplier performance, customer service, and product performance. 1,820
surveys were returned, resulting in 24,514 total responses.
The VLSIresearch annual Customer Satisfaction Survey is the only publicly available opportunity since 1988 for customers to
provide feedback for suppliers of semiconductor equipment and subsystems. The 10 BEST, THE BEST, and RANKED 1st awards
provide special recognition to suppliers that are rated highest by their customers.

10 BEST awards recognize each chip making equipment supplier as a whole, regardless of product type:
• Fab, Test, and Assembly equipment ratings are grouped together for an overall rating for each supplier
• Each supplier is then listed in one of two categories based on a three-year average of total revenues for all its market
segments: Large and Focused
THE BEST awards recognize the more detailed markets:
• Fab, Test, Assembly equipment, WFE to Foundation Chip Makers, WFE to Specialty Chip Makers, and Subsystems

RANKED 1st awards place special distinction on suppliers that achieve the highest rating from customers in any survey category,
including:
• 10 BEST and THE BEST
• Specialized areas such as: CMP, Deposition, Etch & Clean, Implant, Lithography, Process Diagnostics, Specialty
Fab, and Subsystems
The VLSI Stars rating scale:
9 to 10

8.5 to <9

VLSIresearch Customer Satisfaction Survey 2019

8 to <8.5

7.5 to <8

7 to <7.5
8

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