Customers

At Topoint, we believe that continuous provision of high quality products, reliable services, and comprehensive technological solutions form the key foundation of building long-term partnerships with our customers. To clearly and effectively understand the customers’ level of satisfaction and their requirements, we implement regular customer satisfaction surveys to jointly assess the 5 major dimensions of quality, technology, service, delivery, and cost. We also report items that fail to reach customer satisfaction standards to the relevant owners, and refer to the customer’s feedback and recommendations to stipulate improvements and action plans that will then become a key reference for our business plans. For 6 consecutive years, average scores of customer satisfaction surveys for each of our top-10 customers have all exceeded our goal of 90 points (level of “very satisfactory”).

In 2023, Topoint had no incidents of non-compliance with regulations or voluntary commitments related to customer health and safety. Additionally, there were no violations of regulations or voluntary standards regarding product and service information and labeling. Furthermore, there were no breaches of customer confidentiality agreements resulting in fines, and no incidents of non-compliance with product and service information and labeling requirements. Lastly, there were no customer complaints regarding breaches of customer privacy or data leaks.

Suppliers

A long-term, stable, and trustworthy supplier is one of the key factors for sustainable business operations. Therefore, we regard our suppliers as important partners and maintain long-term relationships with them. Unless there is a significant change in demand or supply requiring adjustments to suppliers or procurement policies, Topoint maintains good relations with its suppliers.

As part of the electronics industry, Topoint aims to enhance the overall competitiveness of the supply chain and meet the Responsible Business Alliance (RBA) Code of Conduct requirements. Besides self-regulation, we advocate and require our supplier partners to assume relevant regulatory responsibilities. This includes signing the "Supplier Conflict Minerals Declaration," which is integrated into our "Supplier Management Procedures." In 2023, all suppliers completed the signing of the "Supplier Conflict Minerals Declaration," with a 100% signing rate maintained by primary raw material suppliers (tungsten steel and stainless steel) and external procurement suppliers for the past nine years.

We also require suppliers to treat their employees fairly and provide a safe and healthy working environment. Topoint does not permit the employment of child labor or forced labor by suppliers. Since the implementation of these requirements, there have been no instances leading to termination of cooperation due to the use of child labor or forced labor by suppliers as of 2023.

Additionally, in 2015, Topoint initiated and regulated the signing of the "Supplier Social Responsibility Commitment," updated in 2022. This document covers compliance with principles of business integrity, anti-bribery, anti-corruption, and adherence to the RBA's social responsibility standards. This ensures compliance with labor and human rights, non-discrimination, safe and healthy working conditions, and the prohibition of the purchase and use of conflict minerals. The signing rate by major suppliers has been maintained at 100% for nine consecutive years.

In 2023, the proportion of local procurement of raw materials was 52.6% for Topoint Taiwan and 55% for Topoint Shanghai. Moving forward, we will continue to support local companies and encourage localization by foreign companies. This collaboration aims to reduce production costs and risks, with a target to maintain local procurement at ≧50% in 2024.

Product Liability

In quality management, Topoint requires all employees to follow established standards and continuously improve and optimize the quality management system and product quality. Adhering to the spirit of ISO9001:2015, Topoint sets relevant quality objectives and develops implementation strategies based on the needs and expectations of internal and external stakeholders, continuously and effectively enhancing product and service quality. Topoint prioritizes meeting customer needs and aims to achieve sustainable business goals by providing the best products and services to customers.

Topoint's quality system has been regularly reviewed and recertified every three years by an external certification body in accordance with ISO9001:2015. Topoint Taiwan completed its triennial recertification in December 2023, with the current certificate valid until December 28, 2026. Additionally, Topoint Shanghai's certification cycle start date was July 18, 2021, with the current certificate valid until March 8, 2025. Through regular and irregular internal audits, as well as annual reviews by external certification bodies and customer quality audits, Topoint consistently receives high evaluations and continues to improve and optimize the quality system, fulfilling its quality policy commitments.

Topoint addresses every customer complaint promptly and effectively to ensure resolution and prevent recurrence. In 2023, the customer complaint rate at Topoint Taiwan was 0.14%, an increase from the previous year, mainly due to changes in customer product applications and higher demands on the breakage rate. The complaint rate at Topoint Shanghai was 0.05%, maintaining a consistent level of product quality. In 2024, the focus of customer service improvements will be on the application of customer products, working closely with the R&D team to resolve potential issues customers may encounter in actual use, fully meeting customer needs. Additionally, through improved standardization, Topoint will establish a more comprehensive quality system to continuously provide the best quality standards to its customers.