Customer Relations

Issue Date: August 21, 2026
  

Customer Relations

 

Coretronic values customer feedback, and therefore establishes diverse and real-time communication channels, including dedicated customer service mailboxes and units, conducting ad-hoc client meetings and phone interviews, annual customer satisfaction surveys, participation in quarterly business review meetings (QBR) and domestic and international exhibitions. This allows Coretronic to fully understand customer needs in areas such as innovation and R&D, product quality, work environment, and work safety, in order to enhance customer satisfaction and effectively reduce customer complaints. In recent years, driven by the global wave of sustainability, customers have placed more emphasis on suppliers' sustainability practices and compliance than before. To promptly and proactively respond to multifaceted client demands regarding ESG audits, surveys, and inquiries, and fully showcase the Company's commitment and performance in sustainable development, increase information transparency, and strengthen customer relationships, a "Customer ESG Communication Strategy" was established in 2023. In addition, the Company achieved an outstanding score of 93 in a major projector brand customer’s “Supplier ESG Scorecard” evaluation and received perfect scores of 100 in the customer’s “Supplier RBA Audits” for two consecutive years. These achievements earned strong recognition from the customer, successfully enhancing customer trust in the Company’s products and sustainability performance, consolidating customer relationships, and fostering future cooperation opportunities.

 

 

 

Customer ESG Communication Strategy
  • Establish a dedicated point of contact for each customer, responsible for tracking key customer ESG event schedules, assigning and coordinating customer ESG audit questionnaires and surveys, monitoring progress, and consolidating responses.
  • Prepare an annual ESG performance presentation and report the ESG execution status and performance to the customer during the Quarterly Business Review (QBR).
  • Participate in customer-hosted supplier conferences, communicate face-to-face with customers, and understand the customers’ ESG strategies, management policies, goals, and important schedules for the upcoming year.
  • All information provided to customers must be reviewed and confirmed by the ESG Department to ensure consistency and accuracy in external communications.
     

 

 

2025 Customer Satisfaction Survey

 

 

 

 

Management Policy 

 

Visual Solutions Business Group

Energy Saving Business Group

  • In response to customer feedback, the responsible business units have proactively engaged in communication and initiated internal reviews, proposing corresponding solutions to secure customer recognition.

  • Starting from 2025, the Visual Solutions Business Group has conducted customer satisfaction surveys by product category (projectors and AR optical engine modules) to collect customer feedback and more accurately identify market and product trends. In response to the “perception gap” reflected by projector customers, the Company will continue enhancing customer satisfaction through strengthened two-way communication and optimized service quality.

  • Regular or ad hoc meetings are held to ensure customer feedback is effectively addressed.

    ✓Total number of customer complaints: 127 cases; improvement rate: 100%

  • Quality control mechanisms for supplier audits, enhanced packaging protection design, and effective management of supplier materials and engineering quality have been established to ensure shipment rate targets are met. In 2025, the shipment rate was 100%, achieving the target (95%).