Technical Services

Customer satisfaction is built not only on product quality but also on after-sales support, which is key to ensuring customer satisfaction. Our Technical Service Department comprises highly experienced professionals who have accumulated a wealth of solutions for technical challenges and established a comprehensive big data database. These experts are dispatched to various sales offices to provide customers with professional technical services locally. Depending on the product characteristics, we also provide complete usage guidance and support to customers’ production teams.

 

At the new product development stage, Nan Pao’s technical service team can immediately offer feasible solutions to help address product issues. When customers encounter any difficulties with product usage and report them to the Sales Department, the Technical Service Department promptly provides support.

 

After product launch, the Technical Service Department collects all issues encountered on customers’ production lines, conducts troubleshooting training and technical seminars at customer sites, and actively resolves technical challenges.

 

Customer Privacy and Rights Protection

Protection of Customer Privacy, Rights, and Interests

Our Company places the highest importance on the protection of customer privacy and personal data. In accordance with the Personal Data Protection Act and relevant regulations, we have established and implemented the Privacy and Personal Data Protection Policy as the highest guiding principle for personal data protection and management within the Company.

Personal data protection is also regarded as a critical component of our corporate governance and sustainable development. We continuously enhance our management systems and controls to strengthen stakeholder trust and fulfill our corporate responsibilities.

We have established a comprehensive data governance framework, including data standards and classification mechanisms, strict access control procedures, and data ownership review processes. These measures ensure that personal data is properly governed and protected throughout its collection, processing, use, access, and sharing, while maintaining data availability, integrity, and confidentiality.

This Policy applies to the Company and all its branches, operating sites, and subsidiaries, as well as to directors, managers, and all employees (including contract staff), and to customers, suppliers, contractors, and other third parties that have business relationships with the Company.

With respect to personal data involved in our business operations, the Company collects, processes, and uses such data only for lawful and specific purposes. Data subjects are informed in advance of relevant matters, and consent is obtained in principle unless otherwise permitted by law. The Company will not provide, lease, sell, or otherwise disclose personal data to any third party beyond what is permitted by applicable laws and regulations. All third parties entrusted with the processing of personal data are required to comply with this Policy and relevant legal requirements.

 

To further strengthen the management of personal data and privacy-related risks, the Company has established a dedicated unit to oversee the planning and implementation of personal data protection measures. Management is responsible for supervising policy implementation and conducting regular reviews of its effectiveness. In the event of any personal data incident, the Company will respond promptly in accordance with internal reporting and handling procedures and take corrective actions to safeguard the rights and interests of affected individuals.

 

In 2025, a total of 397 employees completed personal data protection training programs, with total training hours reaching 19.85 hours. The post-training assessment pass rate was 100%.

 

Complaint Channels and Procedures

The Company highly values customer feedback and opinions and has established aCustomer Complaint Handling Procedure to manage service requests and complaints. The Sales Department is responsible for direct customer service, feedback collection, and improvement actions.

In addition, the Company has set up a consumer contact mailbox and an integrity reporting mailbox. Customers may submit inquiries, feedback, or complaints via email to protect their rights and interests.

Customer Service Hotline: +886-6-796-5888
Consumer Contact Email: info@nanpao.com
Integrity & Whistleblowing Email: auditcommittee@nanpao.com

 

Customer Satisfaction

Strategy:Provide customized services, and regularly engage with customers through meetings and surveys to understand and respond to their needs and feedback, ensuring the best possible customer service.

 

To better understand customer satisfaction with the services provided by Nan Pao, each business unit conducts annual visits using questionnaires to gather customers’ perceptions and evaluations of our products and services. Through these regular annual engagements, we are able to make steady improvements and pursue continuous progress.

In 2024, the Taiwan headquarters conducted a survey among 262 customers whose annual sales exceeded NT$1 million (representing 91% of the Taiwan region’s sales). The survey covered four key areas: services, products, transportation, and staff attitude. Using a 5-point Likert scale, the overall average score was 4.54, exceeding the target of 4.0. Overall, 91% of customers expressed satisfaction with Nan Pao’s performance, with staff attitude receiving particularly high praise.

 

 

Nan Pao will continue to enhance customer satisfaction, with the goal of maintaining an average score of at least 4.0 and ensuring that over 90% of customers are satisfied in the coming year. Each quarter, feedback from customer satisfaction surveys will be reviewed and discussed in Quality Review Meetings to identify and address deficiencies in products and services. Improvement plans will then be developed and implemented to provide services that better meet customer expectations.