E Ink ESG Website

Report

Questionnaire

Contact UsOfficial Website
Management
Management and Strategy Q&A
Actions
Video
Continuous Enhancement of Customer Satisfaction
Customer Relationship Management

Strengthening the Overall Customer Service Quality

Since 2021, E Ink has divided the customer services into ePaper display (EPD) and Front Plane Laminate (FPL) service based on the categories of the products sold, offering dedicated customer service personnel according to different customer attributes to reinforce the communication and immediate services. As for the customer satisfaction, we have also expanded the scope of customer survey. In addition to the original customers of ePaper Module, the customers of front plane laminate have also been included in the survey. A comprehensive understanding of the customers' needs and expectation in various aspects is thus acquired through the feedback from the customers of different product categories.

Responding to Customer Complaints in a Timely Manner

Placing great value on customers' feedback, E Ink has introduced the global ePaper service system since 2021. By timely providing product quality status and integrating product data of different sites, we have sped the communication with customers and ensured that immediate responses and improvements can be made for the customer complaints to lower the loss of customers. Moreover, when there is any quality incident, we carry out internal reviews and come up with corresponding improvement strategies and preventive measures to continuously foster the relationship with customers. 

Customer Satisfaction Questionnaire

In 2021, E ink received replies from 80% of the customers in the satisfaction survey, with a satisfaction score in the four major dimensions exceeding 90. The Company has maintained the high level above 80% for three consecutive years, which demonstrates that the Company receives good comments from customers when it comes to the product quality and customer service relationship.

To help us continually offer you the best experience on our Website and help us manage it, E Ink Holdings Inc. and selected third parties will store some information on your computer or device using cookies to improve your navigation on this Website, help us understand traffic patterns and website visitor behavior and enhance website visitor experience. To find more about what cookies are, the ones on this Website and how to block or delete them, check out our Cookie Policy.
I accept cookies from this Website.

Accept

Decline