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Customer Satisfaction and Response

E Ink places customer needs at the core of its operations and regards customer satisfaction as a key indicator of business performance. The Company has established continuous communication and feedback mechanisms. In addition to conducting regular customer satisfaction surveys, E Ink systematically collects additional feedback, comments, and suggestions raised by customers throughout the course of collaboration. Relevant feedback is incorporated into formal analysis, improvement, and follow-up processes, forming a structured management mechanism to continuously enhance service quality and product performance.

To ensure that customers with different needs and communication preferences receive timely, customized, and consistent responses, E Ink adopts a single point-of-contact service model as its primary communication and service channel. Communication methods are flexibly adjusted according to customer circumstances to enhance service quality and responsiveness. Customers may also submit inquiries through the "E Ink HelpBot" available on the Company's official website, serving as an auxiliary service channel. Furthermore, E Ink has established a clear and formal complaint handling process. All customer complaints are received by designated personnel and handled in accordance with internal standard operating procedures. Each case is formally recorded, subject to root cause analysis, followed by the development and implementation of corrective actions and subsequent follow-up tracking to ensure proper resolution and continuous improvement. The complaint handling process is integrated into the ISO 9001 Quality Management System and is subject to external audits conducted by independent third-party verification bodies to ensure its effectiveness, consistency, and alignment with internationally recognized quality management standards.

Customer Service Platform

Customer Satisfaction Survey

Based on product categories, E Ink classifies its customer service into two segments: ePaper Modules and ePaper Films. The Company conducts annual customer satisfaction surveys to assess satisfaction levels and continuously enhance product technology and service quality. The 2025 customer satisfaction survey results show that the average satisfaction scores for both ePaper Module and ePaper Film customers have exceeded 90 points for five consecutive years, reflecting strong customer recognition of E Ink's products and services. In 2025, E Ink received the "Excellent Supplier" and "Quality Contribution Award" from two key customers, recognizing its outstanding performance in customer service, on-time delivery, and ePaper product quality.

Real-time Response to Customer Feedback for Continuous Improvement

Since 2021, E Ink has implemented the "Global ePaper Service System," which not only provides realtimeprodu ct quality status and integrates production data from different sites but also accelerates communication with customers and reduces their losses. Additionally, E Ink internally reviews customer feedback and promptly proposes corrective and preventive measures to continuously improve the quality of customer relationships.

New ePaper Technology Exchange

E Ink considers its customers as key partners within the ePaper ecosystem. To accelerate product development and increase the likelihood of success, the Company organizes training courses and online technical exchanges during the early stages of new product development. These sessions cover ePaper characteristics, product design principles, and process considerations. Customer feedback and discussion outcomes are incorporated into internal analyses and process optimization, forming a complete support and technical collaboration loop. This approach helps reduce risks in design and production and fosters long-term, mutually beneficial cooperation.

New Product Process Exchange

E Ink leverages the mature module manufacturing capabilities of the Yangzhou sites to assist ePaper customers in launching large-size and new-generation ePaper products. Through early-stage process technology training and technical exchanges, mass production risks are minimized, product quality for new products is ensured, and customers' new product development timelines are accelerated, supporting their mass production planning and delivery requirements.

Introduction of On-site Customer Service to Accelerate Response Time

In 2022, E Ink introduced on-site customer service as part of the ongoing effort to optimize customer service. This allows on-site personnel to promptly capture customer information. If any issues requiring clarification are raised by customers, on-site personnel can immediately investigate and report back to the customer service team, enabling timely response to customer needs. This approach effectively enhances customer service efficiency and maintains a good customer relationship. In addition to providing on-site assistance, on-site personnel can also assess the quality of E Ink's products on the customer's end, allowing the customer to continue their production without interruptions. If any products are identified as defective, on-site personnel can perform preliminary troubleshooting and repairs, eliminating the need to send the products back to E Ink for processing. This approach reduces the number of product returns and associated costs, such as shipping and administrative expenses. It ensures smooth product delivery for customers and creates a win-win situation for both the customers and E Ink.

Integrated Business Service Management System

E Ink has established a group-wide online business service management system covering the full process with customer service as its core, serving 100% of its global customers. The platform covers the complete process from business opportunities, customer and order management to product lifecycle services. All key project and order information such as initial technical specifications, product applications, production volumes, and price forecasts is updated in real time to ensure the accuracy of customer and order information, improve cross-departmental collaboration efficiency, and avoid information gaps. At the same time, E Ink applies a rolling sales forecasting mechanism to continuously track global customer demand and promptly adjust production capacity and raw material allocation, thereby reducing supply chain risks, preventing material shortages or excess inventory, and ensuring on-time delivery. By leveraging this platform, E Ink not only enhances customer satisfaction and engagement but also strengthens brand trust and reputation.