Page 57 - 台玻集團2019 CSR英文版

2019 Corporate Sustainability Report TAIWANGLASS

3.4 Customer Service

Customer Service Management Policy

For more than 50 years of operation, TGI has attached great importance to the opinions of its customers. For each service, we are
committed to enhancing the trust and satisfaction of our customers, hoping to create a professional image. We are convinced that trust and
satisfaction are based on good products and quality. Therefore, TGI commits to and proposes related policies for new materials, flatglass,
containers and fiberglass business, including establishing customer interaction channels, improving production conditions, strengthening
education and training, measuring customer satisfaction, etc. to maintain market competitiveness and customers' support.

TGI regularly implements a "Customer Satisfaction Survey" every six months or year. The content covers 7 topics, which are "complaints
response speed", " message feedback - correctness", " message feedback - promptness", " attitude of sales representatives", "ability to meet
rush order needs", "professional competence" and "quality consistency". Based on customer responses, the indicators are reviewed and
analyzed for follow-up meetings about improvement measures and implementation issues raised in customer feedbacks. In 2019, we also
implemented a "Customer Satisfaction Survey". The average customer satisfaction in 2019 is 88.4%, which is 6% better than that of 2018. TGI
will keep working hard to maintain this positive feedback.

Customer Satisfaction Survey

In 2019, customer satisfaction averaged more than 88% across various TGI departments (New Material Business Division is added
to the survey scope in 2019). Each department will make improvements for the service failures and strengthen communication with
customers, and expect to improve customer satisfaction in 2020. 55

Analysis of 2019 Customer Satisfaction Analysis of 2019 Customer Satisfaction

Complaints response -speed
Complaints response -speed 100

Quality Consistency Complaints 90
response-
accuracy Professional 80 Message
competence feedback-
Message 70 speed
Professional feedback-
competence 60
speed

60
Message Message
70 feedback- feedback-
Attitude of Sales accuracy Ability to meet accuracy
Representatives 80 rush order
90 needs
Shipment-accuracy 100 Shipment- stability of Attitude of Sales Representatives
delivery punctuality

Glass Container Tableware Kitchenware New Materials Fiberglass Flat Glass