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. 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 feedback of every customer and have established a "Customer Complaint Management Procedure" to efficiently resolve grievances, analyze root causes, and prevent recurrence. Customers can file complaints through sales channels or on-site engineering support channels. After receiving customer feedback, we classify and archive it and issue a "Customer Complaint Notification Form" to ensure all relevant information is properly managed. Thereafter, we proactively clarify the issues, collect relevant data, and coordinate with various departments to implement improvements and formulate responses. After proposing an improvement plan, we solicit customer satisfaction feedback before closing the case. For issues reported by customers, we follow the "Non-conforming Product Control Operating Procedures" to conduct problem reviews and carry out the recall, review, rework, or scrapping of relevant product batches. Simultaneously, non-conforming products are labeled and controlled to distinguish them from conforming products. Once it is confirmed that the reworked products meet the required improvement criteria, the control on those product batches is lifted.

We have devised the “customer product return/exchange SOP” for product return/exchange operations to ensure that our customers can enjoy a good product return/exchange experience, thereby maintaining a high level of 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 2025, RichWave conducted a satisfaction survey for its major customers in Taiwan, China, Europe, the US, 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.

Overall, semiconductor demand remained stable despite uncertainties such as tariff policies and fluctuations in the NT$ exchange rate. RichWave actively managed its inventory levels, and while there were brief periods of shortages, customers continued to express their appreciation for the company's services, resulting in an overall average customer satisfaction rate of 91%. The Company also reviews and optimizes its initiatives based on customer feedback, including streamlining product packaging and expanding the portfolio of 5G product models, to enhance customer satisfaction and brand loyalty.

Average Customer Satisfaction in the Last 3 Years

Note1. Satisfaction level calculation = Total score of the item/full score of the item

Note2. The 2023 and 2024 surveys targeted major customers in Taiwan, Mainland China, Japan, and South Korea; the 2025 survey targeted major customers in Taiwan, Mainland China, Europe, the US, Japan, and South Korea

RichWave’s Historical Product Defect Rate

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