Customer Service
Customer Relations Management
Compal maintains stable partnerships with its key customers and continuously enhances product quality, service efficiency, and technical capabilities. By strengthening operational performance while creating greater added value for customers, the Company reinforces long-term strategic partnerships.
To further enhance service capabilities, the Company initiated a transformation program in 2025 by developing digital and intelligent solutions. Leveraging its in-house AI computing power, engineering knowledge databases, and proprietary training models, Compal has begun deploying customer-specific in-house AI agent systems while ensuring customer privacy and information security. This initiative is designed to comprehensively improve customer service effectiveness. The system is powered by a Large Language Model (LLM) trained on an integrated knowledge base of issue diagnostics and solution repositories. It is capable of analyzing customer inquiries instantly, analyzing potential causes of customer issues, and generating tailored solution recommendations. Through chatbot functions and automated content-generation mechanisms, the system provides optimized information to engineering teams and customer service representatives, improving operational efficiency by 90%. This significantly enhances service quality and accuracy while reducing manual workload and minimizing the risk of human error.Through the integration of human-machine interfaces and standardized processes, the Company continues to optimize issue-resolution workflows and improve cross-functional collaboration efficiency, ensuring consistency and stability in service quality.
The AI agent system has delivered tangible benefits to customers by enabling faster and more accurate responses to end users, thereby further enhancing customer satisfaction and trust.
Customer Complaint Handling Process
Compal is committed to enhancing service quality through standardized management systems. Upon receiving customer feedback or complaints, the Quality Assurance (QA) function promptly confirms receipt to the customer and initiates an investigation. Relevant departments collaborate to formulate both short-term and long-term corrective actions and track their effectiveness to prevent recurrence. Compal strictly ensures that all stages—from research and development, product design, and mass production to after-sales service—comply with established quality standards, thereby continuously improving operational efficiency and customer satisfaction. In 2025, no major quality incidents occurred. This demonstrates our shared commitment to social responsibility with our clients. In addition, we work with clients to achieve carbon neutrality goals and assist them in reducing their environmental footprint.
Customer Satisfaction Survey
Compal is committed to providing market-competitive, high-quality products and services, and regards customer satisfaction enhancement as a key component of its sustainable development strategy. Through close customer engagement and transparent communication mechanisms, the Company not only ensures stable business growth but also strengthens corporate governance and responsible management practices, thereby reinforcing long-term customer relationships. The 2025 customer satisfaction assessment integrated the Quarterly Business Review (QBR) scores provided by key customers with the results of annual satisfaction surveys completed by new customers and other customers not participating in the QBR process. The final customer satisfaction score was calculated using a weighted methodology based on each customer’s revenue contribution.
Customer Satisfaction
Compal is committed to providing market-competitive, high-quality products and services, and regards customer satisfaction enhancement as a key component of its sustainable development strategy. Through close customer engagement and transparent communication mechanisms, the Company not only ensures stable business growth but also strengthens corporate governance and responsible management practices, thereby reinforcing long-term customer relationships. The 2025 customer satisfaction assessment integrated the Quarterly Business Review (QBR) scores provided by key customers with the results of annual satisfaction surveys completed by new customers and other customers not participating in the QBR process. The final customer satisfaction score was calculated using a weighted methodology based on each customer’s revenue contribution. Beginning in 2026, Compal will introduce a phased target-setting mechanism for medium- and long-term growth. The annual customer satisfaction survey will also incorporate new dimensions of Foresight and Resilience, providing important references for customer relationship management decision-making and continuous improvement initiatives.
Customer Satisfaction Survey
Customer Satisfaction Score
In 2025, Compal conducted customer satisfaction surveys with 20 customers that did not provide QBR evaluations, achieving a 100% response rate. After integrating the QBR assessment results from key customers, the overall coverage rate of the customer satisfaction survey reached 100%. Based on a weighted-average calculation using each customer’s annual revenue contribution, the overall customer satisfaction score reached 90.5 points, exceeding the annual target of 90.
Customer Privacy
The protection of confidential customer data is one of the most important issues to Compal We not only adhere strictly to the relevant laws, commitments, and purchasing contracts signed with customers, but are also continuing to invest in upgrades to cyber security, operational security at plants, and application safety of technologies to protect private and confidential customer data. A continuous improvement mechanism ensures customer privacy and safety. Compal strictly complies with its privacy policy regarding customer data and prohibits any secondary use of personal information (0%). According to internal monitoring in 2025, there were zero cases of secondary use, and no confirmed complaints of customer privacy breaches or data loss in the past three years. In the event of negligence by any personnel, disciplinary and corrective actions will be taken to ensure the protection of data privacy.