More than 90% of Dyaco’s business is exported, mainly to importers and distributors.

To ensure a long-term cooperative relationship, maintain high-quality standards, and meet customer expectations, we formulated “Customer Satisfaction Survey Management Measures.” The business unit will conduct an annual mid-year questionnaire targeting the top 10 customers to track customers’ feedback on the price, service, delivery, quality, packaging, technical support, etc. The satisfaction analysis will be completed before the International Organization for Standardization (ISO) management review meeting. Subsequent reviews and improvements will be conducted based on customers' feedback, and we will present the reports and solutions then incorporate them into the risk management scope.

International customer satisfaction has exceeded 80 points in the past three years, with a year-on-year growth trend. We discovered that customer satisfaction could be significantly improved by implementing a real-time process to deal with customer problems and giving feedback within 24 hours of receiving customer complaints. The relevant departments formulate solutions within 48 hours, followed by tracking and preventive measures for future issues to ensure customer satisfaction remains above 80 points.