Our Focuses｜Green Product｜Customer Relationship Management

Customer Relationship Management

Customer Satisfication of Winbond

Winbond recognized customers as value creators and key partners in sustaining growth and sustainable development. The approach focused on not only meeting customer requirements but also exceeding expectations to build long-term, trustbased partnerships. To comprehensively capture customer feedback, Winbond conducted an annual customer satisfaction survey and used results as a management tool for continuous improvement and culture deepening.

The 2025 survey was conducted by an independent third-party research consulting firm using questionnaires, ensuring objectivity and credibility. Survey design covered core dimensions including sales and service, product and technical support, and quality performance. In response to rapid market changes, topics related to price volatility and supply–demand mechanisms were added to better understand customer experience and expectations under varying business environments. Customer coverage in this survey reached 80.7%, and overall satisfaction reached 87%, slightly lower than the prior year. Analysis indicated that reduced supply and increased demand led to price increases and extended lead times, which affected satisfaction performance. Nevertheless, customers continued to provide stable and positive evaluations of product quality, professional technical support, and service performance. Cross-functional review and feedback mechanisms converted customer input into concrete improvement actions, continuously optimizing internal processes and communication efficiency to respond to market changes and future customer needs, reflecting the emphasis on customer relationships and sustainable operations.

Looking ahead, Winbond would continue to strengthen a systematic customer feedback mechanism to deepen a customer-centric culture, co-create long-term value with customers, and achieve sustainable operations objectives.

Multi-Channel Customer Engagement and Inclusive Services

The Company has established multiple customer communication and feedback channels, enabling customers to conveniently raise concerns, submit requests, or inquire about products and services through various means, including the Company’s website chatbox, customer service email, online contact forms, and telephone services. Dedicated personnel are assigned to manage and respond to customer inquiries, ensuring that customer feedback is received promptly and tracked effectively. In addition, the Company regularly collects and reviews customer feedback as an important reference for product enhancement, service ptimization, and continuous improvement of internal processes, with the objective of continually improving customer satisfaction and service quality.
 

To support customers with disabilities, senior customers, and those with special needs, the Company provides personalized assistance and dedicated support services. Appropriate contact personnel can be arranged to offer explanations, address inquiries, and conduct follow-up communications based on individual customer requirements. These measures help reduce barriers to communication and access to information, ensuring a timely, friendly, and accessible service experience. The Company also values the diverse needs of different customer groups and continuously strengthens its service processes and communication mechanisms to foster a more inclusive and accessible customer service environment.
 

In addition, the Company’s semiconductor products are widely applied in areas such as home care, health monitoring, and assistive technologies. Through innovative semiconductor technologies, the Company contributes to improving convenience, safety, and care efficiency in daily life. These applications support the development of solutions for aging populations and individuals with special needs, helping to enhance family care and social well-being while demonstrating the Company’s commitment to corporate social responsibility and social inclusion.

Customer issue tracking

Winbond has established a comprehensive customer complaint handling mechanism. When customers experience product failures or other issues, they may submit failure analysis requests through the customer complaint system via distributors or Winbond sales representatives. Upon receiving a complaint, the Quality Assurance unit confirms acceptance of the case, promptly evaluates and classifies it, and assigns the relevant departments to conduct an investigation. Quality management tools are used to analyze the root cause, and customers are informed of the handling process and expected completion schedule. Based on the investigation results, corrective and preventive actions are formulated and implemented, with responsible personnel and completion schedules clearly defined. Customers are proactively provided with the investigation results and handling progress within the specified timeframe. All handling processes are fully documented and records are retained. The cases are also regularly consolidated and analyzed as a basis for continual improvement, ensuring the effective operation of the Quality Management System and enhancing customer satisfaction.
 

In addition, Winbond has established a product quality incident inquiry mechanism. Customers can access product quality incident information through the relevant system, including incident descriptions, scope of impact, cause analyses, improvement measures, and handling progress. For confirmed product quality incidents, Winbond implements corrective and preventive actions based on the investigation results and feeds the improvement outcomes back into its design, manufacturing, testing, and quality management processes, thereby continuously strengthening risk prevention and enhancing product quality.
 

Winbond continued to review services to strengthen brand value. In 2025, 1,429 customer complaint cases were received, of which 773 cases (54%) were clarified after testing as not attributable to Winbond quality or service. Tailored clarification and issue resolution based on prior complaint experience and customer conditions represented a key element of customer service. Based on shipped unit volumes, complaint cases represented 0.00003% of shipments, reflecting a strong performance level. No product recalls occurred from 2022 to 2025. Analysis of confirmed failure cases enabled identification of root causes and the development of corresponding failure mode testing and improvement plans, including source process improvement initiatives. The failure rate calculated as (number of failed ICs / total shipments) reached 0.16 dppm (2023: 0.25 dppm; 2024: 0.19 dppm), supporting customer satisfaction, stable business performance, and win-win outcomes.
 

Customer Privacy Protection

Winbond strictly controls customer-related information. Documents, data, and other business information related to customer interactions are all safeguarded by Winbond’s highly secure internal systems. The approval and granting of operational permissions for internal personnel are carried out in accordance with relevant operational norms and procedures. This ensures that the company protects customer privacy, prevents theft or leakage of trade secrets and intellectual property, and maintains a robust information security protection system. In 2022, Hua Bang obtained ISO27001 certification for its information security management system, further enhancing its security measures, and no violations of customer privacy occurred in 2024.

The EU General Data Protection Regulation (GDPR) came into effect in May 2018. Winbond has made relevant adjustments according to GDPR requirements, modified the company website, and re-examined website member data to comply with GDPR regulations. GDPR related regulations have also been incorporated into the online course on personal data protection law. In 2025, a total of 345 people completed the training and the total training hours amounted to 172.5 hours with a 100% pass rate,