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.
2025 supplier engagement programs
2
Sessions
Sessions
Completed ESG audits suppliers in 2025
1
Key suppliers
Key suppliers
Green Procurement Amount in 2024
2269.9
Tens of thousands of NT dollars
Tens of thousands of NT dollars
Online revenues
Customer Service Mechanism
Display Materials
BenQ Materials has established corresponding customer complaint handling procedures based on the severity and urgency of incidents. After technical service personnel (ES) receive customer complaint information, they follow standard operating procedures to conduct joint review, confirm the root cause, implement improvements, verify implementation effectiveness, and promptly resolve customer issues.
In 2025, the total number of display material customer complaints was 33, an increase of three cases compared to 2024. The main causes included particle contamination, insufficient product capability, and limited AOI interception capability. Relevant improvement measures have been planned and implemented, including particle improvement through CIP projects, introduction of UV adhesive processes, and optimization of AOI parameters to improve interception effectiveness.
In 2025, the total number of display material customer complaints was 33, an increase of three cases compared to 2024. The main causes included particle contamination, insufficient product capability, and limited AOI interception capability. Relevant improvement measures have been planned and implemented, including particle improvement through CIP projects, introduction of UV adhesive processes, and optimization of AOI parameters to improve interception effectiveness.
Advanced Battery Materials
In 2025, the Company invested in a zero customer complaint continuous improvement project. After completing multiple early warning risk improvements, the Company achieved zero customer complaints for the full year.
Healthcare Products
Medical packaging
The complaint handling process for sterile packaging materials is managed and tracked in accordance with customer complaint handling procedures, with replies provided within specified time limits. Different response times are mainly determined based on severity and urgency: safety-related defects must be replied to within one working day, major functional defects within three working days, and minor appearance defects within five
working days.
Wound Care
All feedback and suggestions from AnsCare users/customers are recorded electronically through the CCMS system as customer feedback forms. Feedback is assessed by supervisors of relevant units to determine the handling plan for feedback and suggestions. If the feedback relates to product use and safety, it is filed through the customer complaint process, and project improvement tracking is carried out to ensure that product quality is effectively improved.
Skin Care
DermaAngel has established the DermaAngel official website, official Facebook fan page, Instagram account, 080 customer service hotline, and customer service email address. Consumers may provide real-time feedback through multiple channels. Customer service provides accurate and professional responses within 24 hours and conducts follow-up care for relevant consumer opinions within two weeks, with regular reviews.
Vision Care
The Company established multiple channels, including customer service email, consumer service hotline, Facebook/Instagram community comments, and QR code scanning on brand e-commerce platforms, toprovide consumers with product consultation and diversified customer service complaint channels. This enables rapid response to various consumer issues and facilitates subsequent issue handling.
Waterproof and breathable textiles
Xpore classifies customer complaints into three major categories: service, general, and major complaints. After receiving customer complaints, Xpore analyzes and assesses the complaint content. After joint review, corresponding services and recommendations are provided based on customer needs.
Customer Satisfaction
Display Materials
For the functional film series, customer satisfaction surveys are conducted each quarter in categories such as product quality, service quality, delivery quality, and R&D technology to ensure that customer needs are understood and met. The satisfaction survey results are compiled and communicated to relevant departments to confirm customer feedback and formulate improvement measures, thereby enhancing customer satisfaction.
In addition to satisfaction surveys, improvement opportunities are also reviewed according to customers’ irregular evaluation requirements. Root causes and countermeasures are identified through systematic steps. In 2025, the customer satisfaction survey result for functional films was 86.1%, which did not meet the Company’s target of 90%. The main reasons included particle contamination, insufficient product capability, and limited AOI interception capability. Relevant improvement measures have been planned, including particle improvement through CIP projects, introduction of UV adhesive processes, and optimization of AOI parameters to improve interception effectiveness.
Advanced Battery Material
Customer satisfaction surveys are conducted quarterly in four major aspects: product quality, delivery quality, service quality, and R&D technology. In 2025, the Company received an S-grade supplier rating from a Japanese Tier 1 customer for the fifth consecutive time and received the customer’s Annual Supplier Special Award. It also received an annual Grade A supplier rating from an important Chinese Tier 1 customer.
Customer satisfaction surveys are conducted quarterly. The 2025 customer satisfaction survey result was 98%, and overall satisfaction met the Company’s target.
Healthcare Products
Wound Care
Each year, customer satisfaction surveys are conducted with distributors, including external channels, chain pharmacies, and hospitals, across five major aspects: product quality, logistics and sales, sales service, aftersales service, and product training. In 2025, average customer satisfaction reached the very satisfied level of four to five points, exceeding the target value.
Each year, customer satisfaction surveys are conducted with distributors, including external channels, chain pharmacies, and hospitals, across five major aspects: product quality, logistics and sales, sales service, aftersales service, and product training. In 2025, average customer satisfaction reached the very satisfied level of four to five points, exceeding the target value.
Medical packaging
In 2025, the response rate for domestic customer satisfaction surveys was 60.6%, with an average satisfaction score of 4.3.
Note: The scoring system was changed from a full score of 100 to a full score of five; the target is ≥4.0 points.
In 2025, a total of seven customer complaints related to sterile packaging materials were received, and relevant departments carried out continuous improvement work.
Equipment Maintenance:
Note: The scoring system was changed from a full score of 100 to a full score of five; the target is ≥4.0 points.
In 2025, a total of seven customer complaints related to sterile packaging materials were received, and relevant departments carried out continuous improvement work.
Equipment Maintenance:
1. Conduct regular maintenance and cleaning of equipment parts.
2. Optimize equipment interface layout.
2. Optimize equipment interface layout.
Process optimization:
1. Conduct regular inspection awareness training for on-site operators;
2. Regularly confirm glove contamination levels and replacement;
3. Optimize definitions of operating methods.
2. Regularly confirm glove contamination levels and replacement;
3. Optimize definitions of operating methods.
Vision Care
Satisfaction surveys are conducted once a year for distributors, including chain channels and independent stores. In 2025, the overall average score reached 97 points, higher than the set target of 95 points. The satisfaction level was above standard, demonstrating that the brand’s operations have been recognized by most distributors and channel partners.
Skin Care
Each year, DermaAngel conducts customer satisfaction surveys by email for major domestic and overseas partner agents and distributors. The overall performance of the 2025 customer satisfaction survey was strong, with an overall average score of 95 points, meeting the annual target. Product quality, sales service, and after-sales support were all highly recognized, demonstrating the brand’s stable performance in product and service quality.
- For short-packed finished products, the Company introduced a middlebox weighing warning mechanism to ensure the correct quantity in color boxes, reducing the customer complaint rate by 22%.
- For acne patch appearance defects, the Company strengthened quality control mechanisms by introducing blind testing assessments for defects and tightening carton sampling and lot rejection standards, reducing the customer complaint rate by 44%.
Waterproof and breathable textiles
Customer requirements and key specifications are confirmed during the development stage, where customer applications and specifications must be understood. Regular meetings are held for discussion when necessary. In 2025, the average satisfaction score was 90.5 points, meeting the Company’s target. If the total score falls below the target, the Company will communicate with customers to understand the issues and conduct review and improvement.
Privacy Protection Policy and Practices
The Company fully understands the importance of personal data security and compliance management in maintaining customer trust and corporate sustainable development. Therefore, it continues to strengthen its personal data protection mechanisms to ensure compliance with international regulations and best practice standards. For the privacy policy, please refer to the BenQ Materials ESG website. In 2023, the Company officially established the Personal Data Management Policy and six other personal data management regulations. A personal data management organization was also established, with the following key positions:
• Personal Data Committee Members: A total of 11 senior executives are responsible for supervising the implementation of personal data management by each department to ensure effective implementation of privacy protection policies.
• Personal Data Dedicated Personnel:Responsible for day-to-day personal data management operations and internal communication and coordination.
• Personal Data Dedicated Supervisor: Responsible for coordinating privacy protection strategies and management mechanisms. The role is currently held by the head of Legal Affairs.
• Personal Data Management Representative:Ensures that privacy protection issues receive the highest level of attention and support. The role is currently held by the Chairman.
The Company establishes appropriate retention periods for each category of personal data collected. Retention periods are determined based on applicable legal requirements, the purposes for which the personal data was collected, and legitimate business needs. When the applicable retention period expires, the purpose of collection no longer exists, or continued retention is no longer necessary, the personal data is deleted, destroyed, or otherwise appropriately disposed of in accordance with applicable laws and the Company's internal procedures.
Customer Service
Global Headquarters
Production Base
Sales Offices
Sales Area
