The Group has established relevant customer service management standards and complaint procedures with the aim of understanding customer needs, improving customer satisfaction, and maintaining and strengthening customer relationships. The Group has established a “Customer Protection Policy” and operates offices in multiple regions worldwide, including its headquarters in Taiwan, Japan, the United States, China, India, and Malaysia, and has established technical service contact points to enable rapid response to customer needs and provide localized technical support and assistance.

The Taiwan headquarters is responsible for coordinating environmental management, social responsibility, and hazardous substance control matters, ensuring that necessary and sufficient information can be provided in a timely manner to meet the requirements of customers and end users. At the same time, the Group actively supports customers’ sustainability initiatives by carrying out necessary activities, surveys, verifications, audits, and related data collection.

To assess customer satisfaction with service quality, the Group conducts an annual customer satisfaction survey covering customers representing 80% of revenue. In 2025, a total of 60 customers were included in the satisfaction survey. The Group’s customer satisfaction questionnaire consists of four dimensions: Quality, Delivery, Service, and Technology. Customers rate satisfaction on a 10-point scale, and an average score of 7 or above (inclusive) across the four dimensions is defined as satisfaction with the Group’s overall annual products and services. The survey results are used as a reference for internal performance evaluation and to continuously improve the quality of customer service. In 2025, the average customer satisfaction score was 8.86 points. A total of 55 customers achieved an overall score of 7 or above, resulting in a satisfaction rate of 92%, which met the annual target of 80%.

• Customer Communication：https://www.phison.com/contact/
• eWarranty System：https://www.phisonenterprise.com/ewarranty-support/