Customer Service
Customer Relations Management
Compal is customer-centric and has established a highly efficient and responsive service model through diverse communication methods and an internal customer management system. We ensure timely information dissemination through daily phone and email exchanges, track project progress with weekly team meetings, conduct QBR (Quarterly Business Reviews) for in-depth analysis of collaboration effectiveness, and collect feedback through annual surveys, along with irregular audits for comprehensive understanding of customer needs and strengthened partnerships.
To enhance service efficiency and accuracy, we have implemented an internal customer management system and combined regular internal evaluations and analysis to ensure information accuracy and optimize decision-making processes. This not only improves problem response quality but also strengthens internal resource allocation, to enable customers to receive more timely and precise support, thereby optimizing the overall collaboration experience. Through this service model, Compal ensures the long-term development of customer relationships and continuously strives toward more efficient and sustainable customer service.
Furthermore, Compal integrates its ESG sustainability commitments into customer service. We ensure our supply chain meets sustainability standards and maintains excellent quality. In 2024, 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 dedicated to providing highly competitive and high-quality products and services, and considers enhancing customer satisfaction a crucial part of its sustainable development strategy. We believe that maintaining close interaction and transparent communication with customers not only ensures stable business growth but also helps establish a responsible corporate governance structure.
Starting in 2024, Compal has strengthened its customer satisfaction survey mechanism to more accurately understand client needs and improve service quality. Our survey is divided as below:
1.Quarterly business reviews (QBR) for key customers
2.Annual satisfaction questionnaires
To increase coverage of customer feedback, we conducted a new satisfaction questionnaire for customer who do not participate in QBRs (such as new customers, regional customers, and industry-academia partners). This ensures that the understanding of various client types are evaluated, thus optimizing our products and services.
Customer Satisfaction
The scores from QBR（Quarterly Business Review）of key OEM customers that account for 90% of overall revenue are collected every year to serve as a basis for gaging customer satisfaction. The six performance dimensions covered by the assessment are pricing, R&D, manufacturing, quality, service and sustainability. These are used to measure delivery performance and execution efficiency; how key OEM customer partners rate Compal relative to our competitors are also quantified, and QBR are weighted based on the revenue distribution for each customer to derive overall satisfaction with Compal for the year. Changes in the score are also tracked. To take customer satisfaction more seriously, protect customer rights, as well as accurately track market dynamics and developments, feedback from QBR of key OEM customer partners was supplemented in 2023 by Compal satisfaction surveys for new customers to make customer satisfaction a more representative indicator; customer feedback is also used to strengthen interaction/communication, form a positive feedback loop for collective growth, and forge a stable, mutually beneficial partnership.The questionnaire is designed based on the QBR framework, covering six major dimensions: cost, R&D, operations, quality, service, and sustainability, to ensure that our products and services align with sustainable development goals.
Customer Satisfaction Score
In 2024, Compal distributed satisfaction questionnaires to 21 other customers who did not provide QBR evaluations and successfully collected all responses, achieving a 100% response score. Integrating the QBR evaluation results from key clients, Compal achieved 100% coverage in its satisfaction surveys.
The satisfaction score is calculated using a weighted average based on each customer's percentage of our annual revenue. The overall satisfaction score reached 90.2, enabling us to successfully achieve our 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 2024, 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.