Satisfaction Survey & Feedback
Your Voice Matters – Because Every Bond Counts
At Kelan, customer satisfaction is not just a goal—it’s part of our core commitment. From product quality to service experience, we believe that long-term partnerships are built on listening, improvement, and accountability. That’s why we’ve designed a structured Satisfaction Survey & Feedback System to turn your experience into action.
🎯 Why It Matters
Adhesives impact your production efficiency, product quality, and customer satisfaction. Even the best formula may need adjustments for different substrates, machines, or climates.
Your feedback helps us:
Optimize our formulations to fit your actual needs
Refine application instructions for your process
Identify potential material compatibility or performance issues
Improve our packaging, delivery, and technical support
Develop better industry-specific solutions
💡 “We treat every shipment as the beginning—not the end—of our responsibility.”
📋 How It Works – Our Feedback Loop
We’ve created a simple and effective 3-step process to collect and act on your feedback:
1. Survey Issuance
After each sample or order delivery, we send a short online feedback form to your team.
📩 Sent by: Email / WhatsApp / WeChat / Customer Portal
📅 Timing: 3–7 days after product arrival or trial use
2. Data Analysis
Our R&D and sales team review your input weekly to:
Identify high-priority technical issues
Spot recurring challenges by product or industry
Update internal quality or application SOPs
3. Action & Response
You’ll receive a personalized follow-up for any reported concern:
Root cause analysis within 48h
Replacement or adjustment if needed
Technical advice or on-site guidance for complex issues
Option to co-develop product upgrades
🧪 Feedback Survey Contents
We value detail. Below is a typical feedback form covering both product and service experience:
📈 You Spoke. We Improved.
Here’s how real feedback has shaped our service:
| Problem Reported | Action Taken | Result |
|---|---|---|
| Glue stringing on edge bonding lines in dry climate | Formula humidity-tolerance adjusted | 17% bonding efficiency increase reported |
| Customers wanted better inner packaging | Switched to foil vacuum packs | 45% drop in leakage complaints |
| Lack of regional samples | Launched climate-specific test kits | Faster first-time succes |
✅ Transparency Builds Trust
🔍 We track and log every feedback report and solution
📊 Monthly satisfaction review sessions with sales, R&D, and QA
📦 Prioritized upgrade for repeat clients with long-term partnerships
🎯 We make continuous improvement part of your adhesive journey