Customer Service Quality and Satisfaction

Yang Ming adheres to the service philosophies and policies of Teamwork, Innovation, Integrity, and Pragmatism and is devoted to offering customers high-quality services. For operational strategies, we enhance the efficiency of integrating global operational resources by collaborating with other well-known carriers around the world. As for customer management, the Company has developed customer relationship management policies and kept in close touch with local agents and sales employees on a daily basis to understand customers’ needs and market trends and thereby make timely responses. In addition to contact with local agencies, the Company also provides official website customer service windows for customers to contact headquarters customer service 24 hours a day and receive responses within 24 hours. For commonly used e-Service functions, customers can also use Quick survey functions to provide immediate user feedback for the Company's continuous improvement of website functions.

In order to enhance customer satisfaction and service quality, the Company has organized the “From Responsibility to Accountability” course that helps build employees’ awareness of service quality and personal accountability and motivates them to comply with the three main principles for handling customer complaints: listening, apologizing, and being lenient, put themselves in customers’ shoes, show empathy, understand the customers’ needs, and provide assistance with a positive and active attitude. When customers experience damage situations, front-line business personnel and local agencies understand and listen to customer problems, discuss with relevant headquarters personnel to formulate solutions, and notify the Insurance & Claim Department-Cargo Claim Team. Relevant departments clarify problem points and responsible parties, while the Business Department plays a coordination role requesting local agencies to handle according to instructions, providing customers with complete and acceptable handling methods, thereby maintaining good customer relationships and promoting future development.

Customer Complaint Handling Process

Customer Satisfaction Survey

Oriented towards customer needs, Yang Ming continues to deepen the logistics services, enhance service quality, create values for customers, and optimize procedures through digital transformation to respond to the customers’ requirements in a timely manner.

Customer satisfaction surveys are conducted every 2 years. The overall satisfaction score in 2024 reached 89.67 points. The Company will continue to enhance service quality to improve customer satisfaction. 2024 customer satisfaction survey results show annual customer satisfaction ratio of 94.2%, with a long-term (2030) target of 95% customer satisfaction.
 

Statistics on Overall Satisfaction Scores over the Years

Customer Relations Management

The Company’s official website adopts Responsive Web Design (RWD), enabling users to browse the website across different devices, such as computers, tablets, and mobile phones. The website automatically detects the screen size and adjusts the layout accordingly to enhance overall usability and convenience, making the website more accessible to different types of users, including persons with disabilities and elderly customers.
The Company provides customer service hotlines for each office on its global office network webpages. Customers may contact the local office or arrange face-to-face communication based on the address and contact information provided for each location to make business inquiries, report issues, or request services.
Each location page also provides a link to the official website’s customer service contact channel, allowing customers to contact the headquarters’ customer service team 24 hours a day and receive a response within 24 hours. When customers submit complaints or feedback through the “Contact Us” form on the official website, the system immediately displays a confirmation message notifying them that their case has been successfully submitted and forwarded to the relevant customer service unit for handling. This helps set reasonable expectations regarding the progress of complaint handling while enhancing service transparency and customer trust.
For frequently used e-Service functions, customers can also use the Quick Survey feature to provide real-time feedback on their user experience, which serves as a reference for the Company’s continuous improvement of website functionality. The Company also provides inquiry functions through its official website and incorporates a Quick Survey feedback mechanism into the inquiry process to collect customer satisfaction ratings and feedback. This information serves as an important basis for understanding customer needs and service quality and for developing corresponding improvement plans. In addition, the Company conducts regular global customer satisfaction surveys and performs comprehensive analysis and tracking based on the survey results. The feedback collected is consolidated and regularly reviewed by relevant internal departments. Common issues and user experiences are analyzed and used as a reference for optimizing service processes and improving system functionality, with the findings translated into specific improvement initiatives.
The Company has established a standardized mechanism for handling customer feedback and complaints. Upon receiving customer feedback, the Company responds and confirms acceptance of the case within 24 business hours. Cases are then assigned to the relevant responsible departments based on their nature. After accepting a case, the responsible department conducts problem identification, investigation and analysis, and develops and implements appropriate corrective measures based on the circumstances.
For general cases, the investigation and analysis are generally completed within five business days. Cases involving cross-departmental coordination or complex operational circumstances may require additional processing time depending on the specific situation. Upon completion of the corrective measures, the responsible unit, E-Commerce & Documentation Department, records the relevant handling process and results.
Through clearly defined procedures, case tracking, and progress monitoring mechanisms, the Company continuously monitors the status of each case to ensure that customer complaints are handled within a reasonable timeframe from acceptance, investigation, and corrective action through to closure, with timely responses provided to customers.

Certificates

The Company has obtained ISO 9001 Quality Management System certification. The requirements of ISO 9001 Clauses 8.2.1 (Customer Communication), 9.1.2 (Customer Satisfaction), and 10.2 (Nonconformity and Corrective Action) include requirements related to the management of the customer complaint handling process.