Corporate Governance
Ethical Management
Risk Management
Information Security and Privacy Management
Human Rights Management
Supply Chain Management
Customer Service and Satisfaction
Innovative Development

Customer Service and Satisfaction

 

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  • Customer Service and Accessibility
  • Customer Satisfaction and Complaint Handling
  • Quality Commitment
  • Product Health and Safety
  • Regulations Compliance
Customer Service and Accessibility
Customer Satisfaction and Complaint Handling
Quality Commitment
Product Health and Safety
Regulations Compliance

LITEON operates primarily on a B2B model. Each business unit has established a dedicated Cross Function Team (CFT) for its customers, covering order fulfillment, product R&D and manufacturing, quality, delivery, cost and after-sales service. Supported by dedicated customer contacts from Sales and Customer Quality Service (CQS), our CFTs respond promptly to customer inquiries and feedback with comprehensive solutions. To shorten response times for technical support, delivery and after-sales service, LITEON has established manufacturing sites, branch offices and distribution warehouses close to customers worldwide, and digitalized procurement, planning, logistics and financial processes on an ERP platform.

Customer Support and Feedback Channels Customers can request support, give feedback or raise complaints through the following channels:

  • Online form and email: the "Contact Us" on the corporate website and email to dedicated customer contacts.
  • Dedicated phone line: Dedicated phone lines of Sales and CQS contacts at each business unit
  • In person: Quarterly Business Reviews (QBR), customer visits, quality review meetings and customer audits
  • AI-based chatbot: As LITEON operates primarily on a B2B model, customers mainly engage directly with their dedicated contacts. LITEON's subsidiary Cedars Digital, which offers digital products and services directly to its customers, has deployed an AI assistant on its website, providing real-time carbon data inquiries and support.

Accessible Customer Service In 2024, LITEON revamped its corporate website to improve accessibility for elderly users and users with disabilities. The site has an enlarged default font size for readability, optimized site search, a sitemap and clearly structured menu for simplified navigation, and multilingual content. For visits to our headquarters or major sites, accessibility assistance and barrier-free routes can be arranged in advance upon request.

 

 

Incorporating Customer Feedback into Products and Services Customer satisfaction is an important basis for LITEON's continuous improvement of products and services. Customer requirements and feedback are translated into Critical-to-Quality (CTQ) parameters and incorporated into product design and new product introduction reviews. Technical, quality and environmental requirements raised by customers are consolidated by Sales or CQS and converted into internal documents for implementation by the responsible units. Product changes are implemented only after customer approval.

Through customer scorecards, audit results, QBRs and the quality management system, LITEON conducts annual customer satisfaction surveys with major customers. For any survey item scoring below 4 (out of 5), the responsible department proposes corrective actions. Sales tracks these actions to completion within a designated timeframe, and they are incorporated into the department's operating plan for the following year. Improving customer evaluation scores is included in the performance indicators of relevant departments. In 2025, the average customer satisfaction across all BUs score 90.03%, exceeding our target of 85%.

Complaint Handling Process LITEON's complaint handling procedure is part of its ISO 9001:2015 quality management system, certified by at our major manufacturing sites, with certificates valid in 2025 and subject to annual surveillance audits. All complaints and feedback about products and services are logged by CQS in a Customer Complaint Summary List. Customers receive acknowledgement of receipt together with the expected resolution timeline. 

Customers receive acknowledgement of receipt together with the expected resolution timeline. In principle, receipt of major complaints is acknowledged within 2 hours, with a preliminary analysis targeted within 72 hours and an 8D report within 5 working days; for minor issues, a final reply is generally provided within 7 working days. Actual timelines may vary depending on the complexity of the issue, and customer-specified timelines take precedence where applicable.
LITEON continues to follow up until the customer is satisfied, and customer-specified timelines take precedence where applicable.

 

 

 

Quality is a core value at LITEON. We continuously improve product and service quality through customer feedback, quality management systems and operational excellence initiatives to achieve high customer satisfaction.

Six Sigma and Quality Culture Six Sigma is a key quality management strategy at LITEON. Six Sigma improvement results are linked to each business unit's operational targets and have become part of LITEON's quality culture. These improvement activities are also extended to key suppliers so that quality improvement efforts across the supply chain move in the same direction. LITEON provides Six Sigma and quality control training, including Green Belt and Black Belt programs, and shares best practices across sites through benchmarking, presentations and project competitions.

End-to-End Quality Assurance LITEON ensures quality at every stage, from prototyping to finished-product shipment. Mass production teams take part early in new product introduction. Strict supplier management and Golden Line deployment then allow stable quality to be replicated quickly.

Quality Management System Certification All LITEON's major manufacturing sites are certified to ISO 9001:2015 and ISO 14001 by, with certificates valid in 2025 and subject to annual third-party surveillance audits. The PDCA (Plan-Do-Check-Act) cycle is applied in daily operations to continuously improve processes and quality performance.

 

LITEON is committed to complying with international safety and health standards and customer safety specifications. Drawing on improvement recommendations from our safety certification team over the years, we integrate product safety and health considerations into product design, manufacturing and sales to deliver products that customers and users can use safely.

Product Safety Management LITEON has a product safety management process in place from the product development stage to meet international safety regulations and customer safety specifications. This also avoids product rework and wasted cost and manpower.

Performance In 2025, LITEON received no complaints from end users concerning incidents of non-compliance with health and safety regulations for products and services. For details, please refer to Occupational Health and Safety.

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Regulations Compliance

LITEON is committed to following all the global regulations and business ethics according to operational regions, including equal competition, service safety, proving customers' products, complying with all the labor laws and practices, human rights, international criteria, and copyright, moreover, company founding and every form of intellectual property. More importantly, LITEON truly respects the cultures and traditions of local operational regions.

  • Customer Privacy and Data Protection

While striving to improve customer service, LITEON respects customers’ privacy and intellectual property rights. LITEON and its subsidiaries comply with applicable data privacy laws and regulations governing the collection, processing, use, retention, transfer, and protection of personal data. Where stricter requirements apply, including the EU General Data Protection Regulation, LITEON follows the applicable requirements.

 

Information Collected

Depending on the relevant service or business relationship, LITEON may collect:

  • Identification and contact information, such as name, business contact details, telephone number, email address, and mailing address

  • Information required to provide requested services or manage contractual and business relationships

  • Technical information generated through the use of LITEON websites, such as IP address, browser type, operating system, access time, usage duration, and cookie-related information

LITEON collects only the personal data that is relevant and necessary for the specified purpose.

 

Purposes of Collection and Use

Customer personal data may be used to:

  • Respond to customer inquiries and requests

  • Provide requested products, services, and technical support

  • Administer contractual and business relationships

  • Send communications where the customer has provided consent

  • Comply with applicable legal and regulatory obligations

  • Improve website content, service quality, and customer experience

Personal data is processed only within the scope of the purposes communicated to the customer. Use beyond the original purpose must have an appropriate legal basis and, where required, additional customer consent.

 

Customer Choice and Consent

Customers may decide whether to provide personal data. However, certain information may be necessary to provide a requested service or fulfill a contractual obligation.

Where consent is the applicable legal basis, LITEON informs the customer and obtains the customer’s prior affirmative consent before collecting, processing, or using personal data. Where consent is the applicable legal basis, LITEON informs the customer and obtains the customer’s consent before collecting, processing, or using personal data. Personal data is used only within the scope of the consent provided. Personal data is used only within the scope of the consent provided.

Customers may withdraw their consent or opt out of non-essential communications at any time, subject to applicable legal and contractual requirements.

 

Customer Rights

Subject to applicable laws and identity verification requirements, customers may request to:

  • Access or obtain a copy of personal data held by LITEON

    • Correct or supplement inaccurate or incomplete personal data

    • Stop the collection, processing, or use of personal data

    • Withdraw previously provided consent

    • Delete personal data where continued retention is not legally or contractually required

    • Opt out of marketing or other non-essential communications

  • Where provided under applicable law and technically feasible, receive eligible personal data in a structured, commonly used, and machine-readable format or request that such data be transmitted to another service provider.

Customers may submit privacy-related requests to webmaster@liteon.com. LITEON reviews and responds to requests in accordance with applicable laws and its data subject request procedures.

 

Retention of Personal Data

LITEON retains personal data only for the period necessary to fulfill the specified purpose of collection or to meet applicable legal, regulatory, contractual, audit, or dispute-resolution requirements.

When personal data is no longer required, it is deleted, destroyed, or otherwise disposed of in accordance with applicable requirements and LITEON’s data management procedures.

 

Protection of Personal Data

LITEON implements appropriate organizational, technical, and physical measures to protect personal data against unauthorized access, use, disclosure, alteration, loss, or destruction. These measures include access controls, identity verification, encryption, network and endpoint protection, vulnerability management, monitoring, employee confidentiality obligations, training, internal controls, and audits.

LITEON also enters into nondisclosure agreements or establishes appropriate confidentiality and data protection requirements when customer confidential information or personal data is disclosed to authorized external parties.

 

Disclosure to Third Parties

LITEON does not sell customer personal data.

Customer personal data may be disclosed to LITEON affiliates, authorized service providers, business partners, public authorities, or other third parties only when:

  • Necessary to provide a requested service or fulfill a contractual obligation

  • Authorized by the customer

  • Required by applicable law, legal process, or a governmental authority

  • Necessary to protect the legal rights or property of LITEON or other parties

Third parties that receive or process personal data on behalf of LITEON are required to implement appropriate confidentiality, privacy, and data protection measures.

 

Use of Customer Data for Secondary Purposes

LITEON monitors whether customer personal data is used for purposes other than those originally communicated to the customer.

In FY2025, 0% of customers had their personal data used for secondary purposes without an applicable legal basis or additional customer consent.

Secondary purposes refer to uses that are unrelated to, or incompatible with, the purposes originally communicated at the time of collection. Processing necessary to provide requested services, fulfill contractual obligations, comply with applicable laws, protect legal rights, or otherwise remain within the originally communicated purposes is not classified as secondary use.

Any proposed use beyond the original purpose is subject to internal review and must have an appropriate legal basis. Where required, LITEON obtains additional affirmative consent before such processing begins.

For more information please go to Information Security and Privacy Management