Governance
Customer Relations
WNC BUs as well as quality assurance, research and development, material management, and production units all have dedicated contact people for customers. Meetings are held with customers according to project requirements to review product development progress and goal achievement. Each BU also designates representatives to participate in quarterly supplier review meetings with customers to ensure timely communication with customers to solidify relationships. After-sales services are managed by the Customer Service Department under Quality Assurance, covering product replacements, repair of defective products, spare parts sales, complaint handling, and annual customer satisfaction surveys. Customer complaints are handled in accordance with WNC’s Customer Complaint Handling Procedure. Through its after-sales service and complaint management platform, cases are promptly received and addressed by sales or customer-facing teams, ensuring effective resolution, service quality, and customer satisfaction. The customer complaint response rate was 100% in 2025.
Customer relationship management structure
WNC considers customer relationship management (CRM) an integral part of its corporate governance and sustainable development. Through a systematic CRM framework, supported by internal control mechanisms, WNC strives to build long-term and stable relationships with customers, while continuously strengthening its overall operational resilience amid a rapidly evolving global market environment.
1. Product design, testing and verification
At the early stages of a project, WNC confirms customer requirements and conducts technical evaluations in accordance with its established new product introduction (NPI) process and internal control systems, clearly defining the product architecture, specifications, and application scenarios. The engineering team follows standard operating procedures to conduct prototype design, RF/EMC testing, thermal simulation analysis, and reliability verification, ensuring that the product meets performance, safety, and regulatory requirements. In addition, WNC strengthens pre-production testing and risk assessment through cross-functional collaboration and supply chain management to identify potential quality and delivery risks at an early stage.
2. Manufacturing and product sales
WNC has established a comprehensive manufacturing management and supply chain control system by introducing automated production processes, smart factory solutions, and data-driven management tools to ensure stable quality and consistent delivery capability for mass-produced products. The company follows its internal control procedures and works closely with customers to plan production schedules and material requirements, enhancing supply chain transparency and reducing operational risks such as delivery delays and raw material disruptions. This enhances production efficiency and resource utilization while demonstrating WNC’s strong commitment to fulfilling customer orders.
3. After-sales services
WNC provides structured after-sales service and global maintenance support, including technical consultation, issue reporting, failure analysis, spare parts management, and remote support. The Company has established a comprehensive issue tracking and feedback mechanism to ensure that customer-reported issues are handled promptly and communicated to the relevant departments as an important basis for product and process improvement. This closed-loop management mechanism helps enhance customer satisfaction, reduce the recurrence of issues, and strengthen overall service quality and company reputation.
Customer satisfaction survey
WNC conducts a global customer satisfaction survey in the fourth quarter of each year. The survey targets customers in the current year whose combined shipment volume accounts for more than 80% of the company’s total shipment volume. As of the end of 2025, the coverage rate of the customer satisfaction survey reached 100%. The survey covers areas including order management / sales representative services, product R&D, product quality, and after-sales service. In 2025, all business units received positive customer feedback, with an average customer satisfaction score of 94.74, exceeding the target of 90. All categories met their targets and showed positive growth. Product R&D achieved a score of 95, representing the largest increase of 2.5%, while Product Quality rose 2% to 94.28.
In 2025, WNC established a new business group to integrate R&D, manufacturing, supply chain, and sales resources, with a focus on core projects and key customers. The Vietnam site continued to ramp up production of new products to expand capacity and supported technology transfer to Mexico, strengthening localized delivery capabilities in North America, mitigating geopolitical and tariff risks, and enhancing production flexibility.
Customer satisfaction survey results in the most recent four years
| Year | 2025 Goals | 2025 | 2024 | 2023 | 2022 |
|---|---|---|---|---|---|
| Average Customer Satisfaction Score Note 1 | 90 | 94.74 | 93.23 | 94.30 | 93.57 |
| Average NPS Note 2 | 90 | 94 | 92.48 | 94.43 | - Note 5 |
| Customer satisfaction rate (%) Note 3 | 80 | 87.76 | 64.06 | 75.51 | 82.45 |
| Customer Coverage Rate (%) Note 4 | 80。 | 100 | 100 | 100 | 100 |
| Customer complaint reply rate (%) | 100 | 100 | 100 | 100 | 100 |
Note 1The average customer satisfaction score is between 60 and 100, and is a weighted average score incorporating scores from all sections in questionnaires which were filled in and sent back.
Note 2The average net promoter score (NPS) is a value between 60 and 100, and is a weighted average score incorporating scores from all sections in questionnaires which were filled in and sent back.
Note 3The number of customers scoring 90 or above in the satisfaction survey divided by the total number of customers who responded to the satisfaction survey.
Note 4Number of customers surveyed divided by the total number of customers, where the total number of customers refers to customers accounting for more than 80% of annual shipment volume.
Note 5WNC introduced the Net Promoter Score (NPS) in 2023. Since it was still in the planning stage in 2022, no relevant data was available.
