Partnership
BenQ Materials is a leading global display material solution provider, and the company'sproducts include functional film, advanced battery material, professional medical product,personal aesthetic medicine products, waterproof and breathable textiles. Since the product type is diverse, the type of customers also includes enterprises, distributors, and end users. The company is committed to providing satisfactoryproducts and quality service to customers. In addition, the company also values customer exchange, maintains excellent interaction with customers, in order to create maximum value for customers.
2024 supplier engagement programs
3
Sessions
Sessions
Completed ESG audits suppliers in 2024
4
Key suppliers
Key suppliers
Green Procurement Amount in 2024
1774.8
Tens of thousands of NT dollars
Tens of thousands of NT dollars
Online revenues
| % of revenues generated online |
2021 |
2022 |
2023 |
2024 |
|
3% |
4% |
4% |
5% |
Customer Service Mechanism
Display Materials
BenQ Materials has established a structured customer complaint handling process based on the urgency and severity of each event. Upon receiving a complaint, Technical Service personnel (ES) follow standard operating procedures to conduct case evaluation, identify root causes, implement corrective actions, and verify the effectiveness of solutions in a timely manner to resolve customer issues.
In 2024, enhancements in quality control capabilities and broader evaluation in new product development led to a total of 30 customer complaints related to display materials, representing a decrease of 1 case (−3%) compared to 2023.
In 2024, enhancements in quality control capabilities and broader evaluation in new product development led to a total of 30 customer complaints related to display materials, representing a decrease of 1 case (−3%) compared to 2023.
Advanced Battery Materials
In 2024, the company implemented continuous improvement projects targeting zero customer complaints. After completing several preventive risk mitigation measures, the company achieved zero customer complaints throughout the year.
Healthcare Products
Medical packaging
The complaint handling process for sterile medical packaging is managed and tracked in accordance with the customer complaint procedure, with responses required within specified timeframes based on the severity and urgency of the issue. Safety-related defects must be responded to within 1 working day, major functional defects within 3 working days, and minor cosmetic defects within 5 working days.Wound Care
All feedback and suggestions from Anscare users/customers are recorded through the electronic Customer Complaint Management System (CCMS). Each case is reviewed by the relevant department heads to determine appropriate response actions. If the feedback is related to product use or safety, it is formally registered through the customer complaint process, and a corrective action project is initiated and tracked to ensure effective improvement in product quality
Skin Care
Derma Angels has established various channels for customer service, including the official Derma Angels’s website, Facebook , Instagram, customer service hotline, and customer service email. Consumers can provide real-time feedback through these multiple channels. The customer service team is committed to providing accurate and professional responses within 24 hours. Furthermore, they continuously monitor and review consumer opinions, providing ongoing care and attention to customer feedback within a two-week timeframe.
Vision Care
Miacare provides multiple channels for customer service and complaint handling, including a customer service email, consumer service hotline, Facebook/Instagram community messages, and QR codes for the brand's e-commerce platform. These various methods are available to assist consumers with product inquiries and provide a diverse range of customer service channels for lodging complaints. This approach enables prompt responses and efficient handling of subsequent issues to address any consumer concerns in the shortest possible time.
Waterproof and breathable textiles
Xpore categorizes customer complaints into three major types: service, general, and major complaints. Upon receiving customer complaints, Xpore conducts analysis and assessment based on the content of the complaint. Depending on the customer's needs, appropriate services and recommendations are provided in response to the complaint.
Customer Satisfaction
Display Materials
For the functional film product line, customer satisfaction surveys are conducted quarterly, covering areas such as product quality, service quality, delivery performance, and R&D capabilities. The survey results are consolidated and communicated to relevant departments to ensure customer needs are understood and addressed through appropriate improvement actions aimed at enhancing customer satisfaction.
In addition to scheduled surveys, ad-hoc customer evaluations are also reviewed as needed, with root cause analyses and corrective actions systematically implemented. In 2024, the customer satisfaction score for the functional film business reached 89.6%, meeting the company’s internal target.
Advanced Battery Material
Quarterly customer satisfaction surveys are conducted across four key dimensions: product quality, delivery performance, service quality, and R&D capabilities.
In 2024, the company received an “S” grade supplier rating from a Japanese Tier 1 customer for three consecutive evaluations, as well as “A” grade supplier ratings from a major Tier 1 customer in China and a key customer in Thailand.
The overall customer satisfaction score in 2024 reached 96.3%, meeting the company’s target.
Healthcare Products
Wound Care
Each year, a customer satisfaction survey is conducted with distributors (external channels, chain pharmacies, hospitals), focusing on five key aspects: product quality, logistics, business services, after-sales service, and product training. In 2024, the average customer satisfaction reached a highly satisfactory level (4–5 points), exceeding all target values.
Each year, a customer satisfaction survey is conducted with distributors (external channels, chain pharmacies, hospitals), focusing on five key aspects: product quality, logistics, business services, after-sales service, and product training. In 2024, the average customer satisfaction reached a highly satisfactory level (4–5 points), exceeding all target values.
Medical packaging
In 2024, the response rate for the domestic customer satisfaction survey was 60%, with an average satisfaction score of 92.6. A total of 8 complaints related to sterilization packaging materials were received during the year. Compared to previous defect rates, there has been a downward trend in safety-related defects. Continuous improvement measures include:
- Abnormal products are automatically removed after material changeover on the machines.
- Abnormal items during the printing process are marked with colored pens during machine adjustments.
- Optimization of equipment inspection mechanisms (e.g., mold fixation and shaft sleeves before production startup).
- Implementation of a weight control mechanism to ensure quantity accuracy.
Vision Care
An annual satisfaction survey is conducted targeting distributors (including chain stores and independent retailers). In 2024, the overall average score reached 95, matching the ambitious target set. This level of satisfaction indicates that the brand's management has been widely recognized and affirmed by most distribution partners.
Skin Care
Every year, DermaAngel conducts customer satisfaction surveys via email targeting its key domestic and international partners, including distributors and channel agents. In 2024, the overall customer satisfaction score reached 94%, slightly below the target of 95%. Lower satisfaction ratings were primarily related to product training and product quality. In response, the company implemented the following improvements. The 2024 customer complaint rate was 3.2 dppm, marking a 40% reduction compared to 5.3 dppm in the previous year:
- Adhesion issue of acne patches: Optimized the die-cutting process, introduced lower blade temperatures, and increased blade maintenance frequency to reduce gel overflow caused by cutting, resulting in a 70% reduction in complaint rate.
- Short-packed finished products: Implemented a mid-pack weighing mechanism to ensure the accuracy of box quantities, leading to a 50% reduction in complaint rate.
- Appearance defects in acne patches: Strengthened quality control mechanisms by introducing blind defect testing assessments and stricter sampling rejection criteria, achieving a 76% reduction in complaint rate.
Waterproof and breathable textiles
Confirm customer requirements and key specifications during the development phase by understanding the customer’s application and related specifications. If necessary, hold regular meetings for discussion. In 2024, the average satisfaction score reached 100 points. If the score falls below the target threshold (70 points), the company will engage with the customer to review and implement corrective actions.
Customer Service
Global Headquarters
Production Base
Sales Offices
Sales Area
