Customer survey 2020 - Open insight


We conduct an AP&S customer survey every year. Our goal is to cover our customers' requirements in the best possible way with innovative wet process solutions. 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 whether there is still room for optimization.

Also this year, many customers participated 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. When asked why the company chose an AP&S wet process solution, most respondents cited technology and support. However, AP&S's ability to modify wet process solutions to meet customer needs was also cited by respondents as a key purchase criterion.
  2. In the area of service, we achieved a decent result with 8 points on a scale from 1 (= not at all satisfied) to 10 (=very satisfied), but are striving here for customer satisfaction in the 9-10 range. Reliable and long-term service worldwide is a very important concern for us. To this end, we have built up locations and service personnel 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, and we remain consistently committed to these points.
  3. The question "How satisfied are our customers with the AP&S portfolio?" was also given an average rating of 8. For us, this means that we must continue to work consistently on optimizing existing processes and 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 cooperation with the project management and sales departments on average with 8-9 points. Comments from customers indicated that they see a positive development here over the years, but criticisms were made that some coordination processes were still too lengthy. These specific comments help us enormously. Together with the individual departments, we coordinate these internally and look for ways to improve them.

We would like to thank our customers for their openness, suggestions, ideas and proposals. Because only together and in dialog can we 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 emergence of key technologies.