Customer Rights & Support Channels
Customer Rights & Support Channels
Since 1999, our company has established and implemented a comprehensive customer service management policy. In terms of customer relationships and communication, we actively foster strong partnerships through regular and ad-hoc meetings, visits, and audits. We aim to achieve consensus and collaborative synergy in both parties’ short-, medium-, and long-term development goals, as well as in corporate social responsibility planning.
To provide timely support to our customers, we have established dedicated customer service offices in multiple regions, including our headquarters in Taiwan, as well as China, Japan, South Korea, the United States, and Germany. These offices provide necessary and sufficient information to meet the needs of downstream customers, end users, and government agencies. Additionally, we actively participate in and support customer corporate social responsibility programs by assisting with related activities, surveys, verifications, audits, and data collection.
To evaluate customer satisfaction with our service quality, we conduct annual customer satisfaction surveys. These surveys cover ratings and feedback and allow for benchmarking against competitors’ performance. Our dedicated customer satisfaction team not only provides specific responses to customer feedback and tracks improvement progress within relevant departments but also performs data analysis to identify root causes. The consolidated report is submitted to senior management as an important reference for medium- and long-term operational strategies. In the 2024 survey, the response rate exceeded 76%, with an overall satisfaction score of 8.46 out of 10.
Moreover, in addition to providing a B2B communication platform via our official website, we have established a “Customer Complaint Management Procedure,” which requires relevant departments to submit an initial analysis report within three working days of receiving a complaint. In 2025, the on-time submission rate for initial complaint analysis reports reached 93%, demonstrating our continuous efforts to improve customer service efficiency.
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