All Group subsidiaries provide upstream and downstream LED products and integrated services to meet the different product design needs of our clients. We adopt an attitude of mutual assistance and advancement, and use our rich knowledge of the industry, accurate insights, and innovative production technologies to support the diverse needs of our many collaboration partners. We provide the most appropriate collaborative plans based on different client needs, continue to enhance client satisfaction, and strengthen client partnerships.

To ensure effective communication and information exchanges between us and our clients, we have established internal “Client Communication Management Procedures,” “Client Satisfaction Survey Procedures,” “Client Complaint Handling Procedures,” and other related regulations. We use systemic and unified communication modules and processes to enhance client services and serve as a reference for formulating production and marketing plans, product development and improvement, and promotion strategies.

Our customer service units track progress through meetings prior to annual customer satisfaction surveys; after annual customer satisfaction surveys have been conducted, senior managers report survey results and propose solutions for continued improvement. We continue to optimize customer service processes, adjust resources, and improve management to enhance customer satisfaction.

 

To better understand client needs and problems for enhancement of service quality, we conduct annual client satisfaction surveys to understand customer perceptions, expectations, and suggestions associated with Group technologies, delivery dates, services, and product quality. We also analyze survey data for follow-up and proposal of improvement plans from various internal units, following which the results of customer satisfaction surveys are used as a reference for corporate strategic plans.

Customer satisfaction survey results are compiled by customer service units and made into analysis reports which are submitted to the managers of related units (such as the president’s office as well as business, process, integration, and quality units) for review. Following review, if other internal units propose suggestions related to prevention and correction measures, these are also included in customer satisfaction survey reports by customer service units. Survey results are reported at internal supervisor and senior executive meetings, and are submitted to the president for review and discussion of improvement directions and strategies. Related units implement respective improvements or adjustments based on meeting resolutions.

Customer satisfaction survey results are used as a reference for corporate strategic plans and continued improvements to meet actual customer needs and to improve corporate competitiveness.

 

We continue to promote quality improvements and innovative actions in accordance with our quality policies to meet client needs and enhance client satisfaction. Our business units immediately initiate internal processes after receiving client communications related to abnormal product quality. We confirm issues with our customers at the first instance to clarify details, immediately report to internal responsible units, and retrieve said products for further analysis. Following internal analysis to confirm the true cause of problems, preliminary information is provided to customers to help them understand current analysis and progress. Internal responsible units formulate countermeasures based on the true causes of customer complaints, and customer service units respond to customers while internal responsible units implement countermeasures and execute horizontal extensions based on said issues and countermeasures. We also assist customers with subsequent product returns and exchanges, delivery, and provision of analysis reports, with our highest priority being to prevent reoccurrences.

√ We provided timely responses and countermeasures to all product-related customer complaints received in 2023. The effectiveness of all countermeasures for customer complaints were confirmed.

 

Product quality abnormalities cause significant losses to customers and raise customer concerns associated with validity of product life. Therefore, suspect products have to be recalled. Following product recall incidents, improvements are implemented in accordance with correction and prevention mechanisms, and we track improvements and countermeasures to confirm they have been completed effectively. Through continued improvement of quality systems as well as routine monitoring, detection, and prevention measures, the Group is able to discover abnormalities in advance and reduce customer impacts from quality abnormalities. No product recalls due to major abnormalities occurred at the Group in 2023.

At EPISTAR, units which issue recall orders (integration/engineering units) identify risk batches based on abnormality correction and prevention forms or analysis results of customer complaint forms, and submit recall requests for risk batches that have been shipped. Business personnel review customer impacts caused by recalls and assess whether to implement recalls or track recalls based on actual conditions.

At Lextar, recall incident severity is divided into 4 levels (1-4). Quality management representatives must be notified within 2 hours for customer factory recalls caused by market return risks of Level 2 and above. The president must be notified within 2 hours for regional market recalls caused by market return risks of Level 3 and above. The chairman must be notified within 2 hours for global market recalls caused by market return risks of Level 4 and above.