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Customer Satisfaction and Response

E Ink values customer needs and considers customer satisfaction a key performance indicator for sales. Through close and proactive collaboration with customers, E Ink strives to achieve win-win outcomes in product development and sales. Based on the type of product sold, E Ink divides customer service into two categories: ePaper Modules and ePaper Film. Each year, E Ink analyzes customer satisfaction through surveys to continuously improve its product technology and service quality. In 2024, E Ink Holdings will continue to provide services such as the "Global ePaper Service System" and onsite support at customer locations. Additionally, based on customer feedback, the company will further increase the number of service days and visits at customer sites, and reduce abnormal handling time by 27% compared to the previous year, continuously improving service quality. E Ink strives to achieve mutual growth and success through deep communication and collaboration with customers, creating added value for the ePaper industry.

Acknowledgement of Customer Service

From 2021 to 2024, customer satisfaction survey results show that the average satisfaction score for E Ink's ePaper modules and ePaper films has exceeded 90 points for four consecutive years, reflecting the high level of customer approval for E Ink's products and services. In 2024, E Ink was honored with the "Outstanding Supplier" award by two major customers, recognizing its excellence in customer service, on-time delivery performance, 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 actively expands and cultivates the ePaper ecosystem, with customers playing a crucial role in its development. To support customers in accelerating their product development timelines, E Ink conducts periodic training sessions during the early stages of new ePaper and module product development. These sessions cover topics such as ePaper characteristics, product design considerations, and manufacturing guidelines. By engaging in technical exchanges, E Ink collaborates with customers to address key design and production challenges, helping to prevent common mistakes in the development process.

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.