LISTEN TO CUSTOMER OPINIONSListening to the Voice of Customers

Hsin Tung Yang's customers include consumers and business entities. To obtain customers' real-time thoughts and opinions on our products and services, we strive to communicate with customers through diverse channels that include toll-free customer service hotline, channel mailboxes, customer satisfaction surveys, and paying visits to corporate customers. When a customer has concerns over product or service flaws, feedback or complaints can be delivered through fluent customer service hotline and the point of contact on our website. In order to reflect customers' opinions to relevant business, logistics and production units, dedicated contact persons have been set up for four types of our products and services, namely merchandise, shops, businesses and trading. Customer opinions will be submitted to our management when necessary, and would be processed after clarifying relevant causes to ensure customers could receive satisfactory solutions and response, thereby enhancing Hsin Tung Yang's trustworthiness.

For instance, in case of flaws in products manufactured by Hsin Tung Yang, the Production Division would compile and analyze relevant customer complaints during monthly quality management meetings. Causes would be analyzed and changes in the ratio of complaints would be compared and contrasted with the previous month and on a month-on-month basis. In addition, remedial and preventive measures would be established to reduce occurrences of inferior products. In case of material complaint regarding food safety, the Food Safety Decision-making Team would immediately implement contingency processes, and relevant measures including product recall would be executed when necessary. Hsin Tung Yang analyzes complaint analysis on an annual basis as well as relevant three-year trends in order to achieve continuous improvements. A complaint processing form is created based on the type of complaint and then provided to Quality Assurance unit for analysis and statistical calculations in order to to monitor the effectiveness of quality improvement over the year. Such effectiveness is also used as references during operational adjustments.