Strong Customer Relationships

 

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

Regarding customer privacy, all business information, transaction data, or any other customer-related information provided to us is systematically documented and managed by dedicated personnel to ensure compliance with the Personal Data Protection Act. Internal access to customer information requires approval and authorization, ensuring that private information is not easily disclosed. In 2024, there were no complaints regarding breaches of customer privacy or loss of customer data.

 

 

From product development, product registration, marketing, and sales to promotional activities, Nan Pao adheres to all relevant legal requirements. In 2024, there were no incidents of counterfeiting, infringement, or related issues.

 

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.