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Sustainable Value Chain

Home Sustainable Value Chain Customer Relationship Management

Innovation Management

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Hazardous Substances Management

Customer Relationship Management

Participation in Initiatives and Associations

Chicony Electronics’ business units continue to deepen their market-insight capabilities, systematically track industry trends and the evolution of customer needs, and, on that basis, formulate a forward-looking product development strategy. With respect to customer communications, we maintain multiple channels for engagement, including regular monthly and weekly meetings, the Chicony ESG website, a customer service hotline, and an email system, to ensure the timeliness and effectiveness of communications across all levels. We implement the principles for handling customer requests through systematic and standardized procedures to prevent service gaps arising from individual differences. In the event of material issues, we also maintain a comprehensive upward reporting mechanism to ensure that senior management can promptly be informed and intervened.
With respect to the issue raised by customers regarding production processes, quality control, delivery scheduling, and SER (society environment responsibility), we continue to implement the “137 Rapid Response System” in a structured manner to ensure that problems are handled promptly and thoroughly.

 

137 System

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The business divisions continue to arrange regular meetings with customers. In addition to comprehensively reviewing the progress of existing collaborations, we also introduce our latest R&D achievements and technological innovation directions to customers, while proactively integrating the resources required for new project development to ensure continued deepening of cooperative relationships. Furthermore, senior management maintains close communication with key customers through regular visits and ongoing communication channels, ensuring that customer needs at all levels can be rapidly conveyed to the decision-making level for timely response and resource allocation.
The Quarterly Business Review (QBR) mechanism conducted by customers each quarter continues to serve as an important reference for us in driving technological advancement, optimizing system performance, and strengthening organizational operations. The QBR covers multiple supplier evaluation dimensions, including Quality, Cost, Delivery, and Sustainability. Each business unit also utilizes QBR results as a key basis for internal improvement initiatives. Through the direct participation of senior executives in customer QBR meetings, we are able to hear customer feedback firsthand and confirm improvement directions on-site, demonstrating our commitment to building long-term, stable, and mutually beneficial strategic partnerships with customers.

 

Customer Service

Each business unit of Chicony Electronics establishes dedicated cross-functional service teams (Cross-Functional Team, CFT) based on the specific needs of the customers they serve. These teams integrate expertise from sales, R&D, manufacturing, quality, logistics, and sustainability functions to ensure customers receive comprehensive and professional support and responses. 
With regard to customer request handling mechanisms, we utilize a unified contact window (single point of contact) to centrally receive customer feedback and classify issues by type—such as quality abnormalities, delivery schedules, and technical support while assigning priorities accordingly. Each customer case is supported by a clearly defined cross-department coordination mechanism, with the sales representative responsible for coordinating relevant departments, including quality, engineering, and production, to jointly resolve issues. We compile customer complaint data monthly for trend analysis, and incorporate recurring issues into Corrective and Preventive Action (CAPA) plans to ensure systematic and continuous improvement effectiveness. 
In addition, through direct participation in customer meetings and regular gatherings, we btains customer feedback in a timely manner. Senior executives personally attend key customer Quarterly Business Reviews (QBRs) every six months to ensure that improvement directions are fully aligned with customer expectations. Customer feedback and new product development progress are also included as standing agenda items in monthly senior management meetings as well as business and R&D monthly meetings, ensuring that management remains fully informed of the latest customer developments.
With regard to product safety and the prevention of negative impacts, each business unit systematically evaluates product specifications and designs prior to quotation for new projects to ensure alignment with consumer ergonomics and software/hardware usage habits, thereby reducing the risk of negative feedback or product returns after market launch. Input devices such as keyboards are designed in accordance with the ISO 9241 ergonomic standards and comply with human factors safety requirements. In addition, all export products undergo regular EMC (Electromagnetic Compatibility) and electrical safety testing to ensure compliance with regulatory requirements in target markets, including international certifications such as CE, FCC, and RoHS.

  • Customer Corrective and Preventive Actions

    When customers raise concerns regarding product quality or service deficiencies, the relevant business units submit systematic Corrective Action Plan reports in the customer-specified format.
    Through structured problem-solving methodologies, we conduct root cause analysis, formulate specific corrective and preventive measures, and complete improvement verification and effectiveness confirmation within the agreed timeframe. Implementation progress is continuously communicated to customers, keeping them fully informed throughout the process and demonstrating the Company's commitment to addressing every customer expectation.

  • Transaction Dispute and Service Crisis Response Mechanism

    When transaction disputes or service crises occur, we classify the events by nature, with the originating department leading internal discussions. Depending on severity, the matter may be escalated to the Business Unit President level. The Legal Department is engaged to support and coordinate cross-functional responses, mitigating customer reputational risk as quickly as possible. All handling processes are documented and archived within the system for continuous tracking until fully resolved. For external communications, Chicony works with the legal, finance, and public relations departments to assess the need for public disclosure of material information, while proactively notifying affected business units and customers to ensure transparency for all stakeholders.  

Customer Information Security and Privacy Protection

To safeguard customer information security and data privacy, Chicony Electronics has obtained ISO 27001 certification and established a comprehensive information security management framework. For contract management, we sign Non-Disclosure Agreements (NDAs) with customers and suppliers prior to cooperation, clearly defining the scope of data usage, confidentiality obligations, and responsibilities to ensure customer information is collected, used, and retained solely for agreed business purposes. For applicable customers and partners, Data Processing Agreements (DPAs) are executed per their requirements, specifying the respective responsibilities of data controllers and processors. All NDAs and data protection agreements are regularly reviewed and updated to ensure compliance with the latest regulatory requirements.
From an organizational management perspective, each business unit establishes dedicated contact personnel and segmented management structures based on customer categories. Customer information is handled in accordance with the “minimum necessary principle” to minimize privacy risks. Manufacturing areas are subject to strict access control measures, with personnel and facility security managed according to confidentiality classifications. For functional departments involved in new product development— such as procurement, R&D, and manufacturing—we regularly promote fundamental guidelines for protecting confidential new product information. Regarding privacy risk assessment, Chicony regularly cooperates with major customers in conducting information security self- ssessment questionnaires and on-site factory security audits to identify privacyrelated risks and track improvement actions. Prior to the implementation of new business processes or information systems involving customer data, Privacy Impact Assessments (PIAs) are conducted, and the assessment results are incorporated into management reviews to ensure risks remain under control and improvement progress is continuously monitored. In terms of cybersecurity incident response, we have established comprehensive standard operating procedures (SOPs) for information security incident handling. All employees receive training on cybersecurity response guidelines and are strictly prohibited from clicking suspicious links or attachments. Over the past year, Chicony Electronics has not been subject to any written warnings, financial penalties, or sanctions resulting from violations of customer privacyrelated regulations.

Customer Satisfaction

Customer satisfaction serves as a core basis for our continuous improvement in product quality and service standards. We utilize customer periodic evaluation results, audit scores, and product management systems as the foundation for collecting customer feedback. In addition, annual customer satisfaction surveys are proactively conducted for key customers. The sales function also performs biannual satisfaction interviews and maintains monthly regular communications with customers to ensure that feedback from all levels is systematically collected and addressed.
Survey results are translated into specific improvement actions proposed by relevant departments. The sales team is responsible for tracking implementation progress. After improvement plans are completed within the required timeframe, they are submitted to business unit management for review. The responsible units then incorporate the outcomes into the following year’s departmental business plans, thereby forming a complete continuous improvement closed-loop (PDCA cycle).

Customer Satisfaction Investigation Procedure

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Customer Satisfaction Survey Results
Customer feedback serves as a core driver of CEC’s continuous growth. In 2025, Chicony conducted its first comprehensive annual customer satisfaction survey covering key customersrepresenting over 80% of total operational scale. The survey questionnaire encompassed four major dimensions: “Sales,” “R&D,” “Quality,” and “ESG Sustainable Development.”The results showed an overall average customer satisfaction score of 77.02 points (out of 100). A 100% response rate further demonstrates the strong engagement and importance that keycustomers place on our customer relationship management efforts. All survey outcomes have been reported to top management. The Sales Division, in coordination with relevant departments, hasconducted gap analyses and translated customer feedback into concrete improvement actions to ensure continuous enhancement of service quality and further strengthen customer satisfaction. 
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