ESPEC CORP | Customer Relations

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ESPEC’s Code of Conduct says that we will work to earn the trust of our customers and to provide complete satisfaction, and all of our business activities are conducted from the customer’s point of view. ESPEC’s Code of Business Standards also affirms our commitment to producing products of the highest reliability, and we make every effort to provide our customers with exceptional products and services.

Quality Policy

Intense competition to develop new and more advanced technologies and newly enacted product liability laws have made quality assurance more important than ever if a company is to survive. As a supplier of environmental testing equipment used to perform product reliability tests, the quality of ESPEC’s products is directly related to the quality of our customers' products, and upholding this important responsibility is our corporate mission. Our quality policy is to provide our customers with highly reliable products and services that safely, efficiently, and accurately perform their intended role, and we are constantly working to further improve the quality of our products and services to meet the expectations of customers around the world.

Customer Center

ESPEC's Customer Center opened in fiscal 2003 to directly respond to enquiries from customers and dealers throughout the world. In fiscal 2008, the Customer Center handled a total of approximately 10,800 enquiries, including questions regarding product specifications and technical issues, requests for catalogs and other information, and complaints and problem reports.
To provide products and services that meet the expectations of our customers and dealers, the Customer Center uses Customer Opinion Sheets and other tools to provide our design and development departments with customer feedback and other data.

After-sales Service System

For ESPEC products used by customers for research and development or in production processes, even a small problem can lead to a loss of valuable time and involve significant costs for the customer. ESPEC has a service network with 21 locations throughout Japan. In addition to helping prevent malfunctions by providing optimized preventive maintenance based on field service data, this service network also ensures greater safety and peace of mind for customers by promptly responding to any malfunctions that do occur with round-the-clock technical services. Feedback on quality data collected in the field also enables us to further improve our products. ESPEC provides repair services within 1 days for approximately 77% (fiscal 2008) of sudden product malfunctions; this prompt response has earned high praise from our customers.

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