Our company places great importance on customer rights and service quality. We have established a comprehensive customer service management system. Relevant policies and operational procedures include the Customer Satisfaction Survey Procedure, Customer Service Reward and Disciplinary System Implementation Procedure, and Customer Complaint Handling Procedure, which serve as the basis for all customer service and communication activities. Through regular and irregular meetings, seminars, performance reviews, and internal audit mechanisms, we continuously strengthen communication and interaction with our customers to build long-term, stable, and mutually trusting cooperative relationships.
To respond to customer demand promptly and effectively, our company has established customer service centers at our headquarters in Taiwan, as well as in locations such as the United States and Singapore, to provide localized service and support. Each service center is responsible for assisting customers with planning and implementation matters related to environmental management, social responsibility, hazardous substance control, and other areas. They also provide complete and necessary information in a timely manner to meet the requirements of downstream customers, end customers, or company departments. Furthermore, our company supports customers' Corporate Social Responsibility (CSR) policies by conducting necessary activities, surveys, confirmations, audits, and related data collection.
Regarding risk management, our company has procured adequate product liability insurance for all products to protect the interests of both our customers and the company. Considering that our main products are semiconductor equipment, components, and automation equipment, and that our transactions are primarily with corporate legal entities rather than directly with general consumers, there is no risk of physical harm to end consumers.
To continuously improve service quality, our company conducts an annual customer satisfaction survey in the third quarter, inviting customers to rate and provide feedback on our service quality and overall performance. A dedicated customer satisfaction team analyzes the feedback, tracks the improvement progress of relevant customer-facing units, and consolidates the analysis results for reporting to senior management. This serves as a key reference for mid-to-long-term operational and service improvement strategies.
Our average score for the 2025 customer satisfaction survey was 4.23 points (out of 5), with a questionnaire coverage rate of 65%.
Additionally, to ensure that customer complaint cases are handled promptly and properly, our company has established a dedicated customer service unit responsible for receiving and responding to customer inquiries and service-related complaints. Clear handling procedures and follow-up mechanisms are in place to safeguard customer rights.
Customer contact and complaint channel is as follow:
Customer Rights Communication / Customer Emai： fitisales@foxsemicon.com