SEMI Member Satisfaction Hits New Highs
By Denny McGuirk, SEMI President and CEO
I am pleased to report that the annual SEMI Customer Satisfaction Survey shows member satisfaction reached its highest level since the annual rating system was instituted eight years ago. Overall, 94 percent of the respondents rated satisfaction with SEMI as Acceptable or Above Acceptable, improving in nearly all regions. Member satisfaction was nearly identical among companies of different revenue levels and industry segments.
This is the eighth year that SEMI has analyzed member satisfaction with an annual survey. The survey was conducted in English, Japanese, Korean, and both simplified and traditional Chinese. Feedback was collected from nearly 1,000 members and provides a 2.7 percent margin of error with 95 percent confidence. The survey was administered and analyzed by Quality Resources Partners, a market research firm with experience in the microelectronics industry.
In addition to the top-line satisfaction numbers, I am also happy to report that we are doing best in areas that SEMI members say are most important to them. Members are most satisfied with SEMI activities in exhibitions and conferences, market data programs, and international standards. Satisfaction is also high in EHS, PV and emerging markets, special initiatives (i.e. 450mm), government relations, and IP services. According to the survey, key drivers of satisfaction are employee performance, events and products (such as webinars and market reports) and communications.
Actions to Improve Member Satisfaction
In addition to the quantitative results, the annual member satisfaction survey also provides opportunities for members to provide detailed comments on their needs, observations and recommendations. Nearly 500 written comments from members were provided through the survey. We received great input on both general and specific areas that we will use as part of our continuous improvement process. All regions and departments are reviewing the results and discussing ways we can further improve member satisfaction in the future.
One of the most important outcomes confirmed by the annual study was the critical importance of key SEMI functional areas to member satisfaction, especially in the areas of exhibitions, standards, global advocacy, market data, and membership. An important action we’ve recently taken was the implementation of a more streamlined organizational structure that focuses on functional excellence in these key areas. The annual study confirms that the best way to meet member needs in the industries we serve is by achieving functional excellence in our products, services and operations — delivered through our regional offices. These changes emphasize performance and accountability in the areas that you, our members, have said are most important.
We thank you for your participation in the survey and your continued support. If you have any questions or comments on how SEMI can best meet your needs, please feel free to contact me.