Customer Relationship Management

Customers are one of RichWave’s six major core values. We emphasize that customer satisfaction always comes first and continue to refine our product quality to meet the customers’ needs. In terms of execution, we have engaged in multidimensional system communication through the global customer support system and think from our customer’s perspectives to resolve their problems proactively. Moreover, we collaborate closely with the R&D team to convey the customers’ needs and develop diverse products that cater to the customers’ requirements. RichWave has created our market image and brand value through such an approach and in turn, engendered a high level of customer satisfaction and stickiness. We value the opinion of every customer, hence we have formulated the “customer complaint management protocol” to process customer complaints efficiently and actively review the potential cause of the complaint to prevent the problem from reoccurring. As for our customers’ opinions, we will categorize and archive them and prepare the “customer complaint notice” to make sure that relevant data is processed and managed effectively. Next, we will strive to clarify the problem, collect relevant information, and coordinate various departments to implement improvements and offer responses; the customers’ satisfaction with the improvement solutions is determined before the case is brought to a conclusion. Additionally, we have devised the “customer product return/exchange SOP” for product return/exchange operations that are closely associated with customer satisfaction to ensure that our customers can enjoy a good product return/exchange experience, thereby maintaining a high level of customer satisfaction towards the company’s services.

Customer Complaint Handling Process

To ensure the customers’ needs are documented, analyzed, and responded to effectively, RichWave has established an annual customer satisfaction survey mechanism using the 5-point Likert scale, while the customer satisfaction survey questionnaires are retrieved via email and fax. In 2024, RichWave conducted a satisfaction survey for its major customers in Taiwan, China, Japan, and Korea. The contents encompass dimensions such as product quality and package labeling, technical expertise and problem-solving efficiency, sales professionalism and service attitude/efficiency, product delivery, and return policy. Each business unit proposes an improvement plan based on the survey results to maintain customer relationships and optimize the Company’s service capacity.

In general, despite the unstable global political and economic environment, semiconductor industry demand is recovering. RichWave has been gradually reducing its inventory levels, which has eased inventory pressure. Furthermore, the product defect rate has decreased year-over-year, allowing the Company to achieve its annual target. In 2024, the Company received the highest score in Murata’s annual supplier evaluation, demonstrating its outstanding performance in R&D technology, quality, delivery, and support services. The high customer recognition rate has led to an overall average satisfaction rate of 92%. The Company also reviews and optimizes customer suggestions, such as consolidating product packaging and increasing the variety of 5G product models, to enhance brand satisfaction and loyalty.

Average Customer Satisfaction in the Last 3 Years

RichWave’s Historical Product Defect Rate

Note： DPPM = Number of defective parts per million products/Total shipments.