Customer Relationship

Customer Relationship Management

Ability Enterprise is committed to achieving customer satisfaction and maximizing profits. We ensure that our technical and manufacturing capabilities deliver high-quality products and services to meet customer requirements. To this end, all employees participate and demonstrate ability, action, unity, and a spirit of prosperous teamwork. Each operation emphasizes source management, upholding the principle of “doing things right the first time,” while continuously improving internal processes.

Our company has established contract and order review procedure , customer satisfaction evaluation procedure, etc. At the end of each year, we conduct customer satisfaction surveys. The sales department distributes questionnaires to customers, and conducting improvement reviews based on customer feedback.

Our company places great importance on customer feedback and opinions. A customer complaint handling procedure has been set up to identify the root cause and responsibility of issues, implement corrective measures, and conduct follow-up improvement activities. The sales department directly manages customer service, feedback collection, and improvement actions. In addition to contacting our sales representatives, customers may also reach us through the following channels, and we will respond as quickly as possible:

■ Customer communication website: https://www.abilitytw.com/contactus
■ Customer communication / complaint email: Sales.ability@abilitycorp.com.tw

Customer Relations and Rights Policy

Ability’s commitment to quality extends beyond our manufacturing systems. Every product is designed, manufactured, and inspected in strict accordance with international standards, market regulations, and hazardous substance control requirements, ensuring the highest levels of safety and quality. Our dedication also encompasses comprehensive after-sales services, supported by dedicated customer service units that assist frontline staff in addressing customer complaints and market feedback. Through these efforts, we safeguard customer rights and continually enhance customer satisfaction. Regular customer satisfaction surveys further reinforce our quality management practices and enable us to consistently deliver service excellence that meets customer expectations. We also place great importance on protecting customer rights and privacy. By implementing robust information security measures—including internal audits, external certifications, risk prevention initiatives, and ongoing employee training—we maintain rigorous safeguards for customer data and uphold our responsibility to protect customer interests.

Customer Satisfaction Evaluation Process

Customer satiscation evaluation

The 2024 overall customer satisfaction survey for the Imaging Products Division shows a significant improvement in satisfaction with products and services compared to 2023. While customers were satisfied with Ability's service attitude and responsiveness, lower satisfaction scores were observed in areas such as quality improvement, response to inquiries, and the speed of issue analysis. As a result, the overall satisfaction rating did not reach the 90% target.

The division has discussed the issues with relevant departments and proposed improvement measures. For example:

• Manual operations are now classified as high-risk processes and are managed with special attention, with a gradual transition to automation operation
• Material management is being handled through a data-based system (GSM)
• Standard operating procedures (SOPs) for personnel handover have been established to ensure seamless customer issue handling and faster response time

Ability will continue to make improvements in customer satisfaction and is committed to meet customer expectations.