Customer Satisfaction
Customers Online
TECO identifies its electromechanical business as the subject and sends the customer satisfaction survey questionnaire to its global customers twice per year to collect the feedback served as the goals of critical improvement. Home appliance business department mainly uses the method of telephone interview as the key method to collect customer feedback. The regional subsidiaries of TECO are the main sales channel for the industrial customers.
In 2024, the online customer sales revenue accounted for 13.0%, and the sales volume accounted for 16.1%. The overall customer satisfaction evaluation result is published as follows:
As the Smart Energy Business Group has no online customers, indicators such as “number of customers using online services” or “revenue from online services” are not disclosed.
Supply Chain Management
TECO adopts a structured supplier classification to strengthen responsible supply chain management and ensure ESG compliance:
Tier-1 Suppliers: Direct contract suppliers providing bulk or single-source materials, accounting for the top 80% of transaction value in each factory annually.
Non-Tier-1 Suppliers: Original manufacturers whose products are delivered to TECO via Tier-1 suppliers.
Significant Suppliers: Suppliers identified with negative ESG risks and within the top 80% of transaction value, requiring enhanced monitoring and engagement.
This classification framework enables TECO to systematically identify suppliers with high transaction significance and potential ESG risks, ensuring effective risk control, alignment with sustainability commitments, and resilience across the value chain.
This focused approach ensures robust ESG monitoring and responsible sourcing, enhancing sustainability performance.
Supplier Management and Audit System
Alignment with Supplier Code of Conduct
TECO integrates the Supplier Code of Conduct into its procurement practices to ensure suppliers meet our ESG expectations. All new and renewing supplier contracts require compliance with this Code, covering aspects such as human rights, environmental responsibility, labor standards, and ethical business conduct. We regularly review suppliers’ economic, social, and environmental practices to ensure alignment with the Code, and any supplier failing to meet ESG-criteria is flagged for improvement. This alignment is overseen by the ESG Office, with procurement implementation monitored by the Procurement Department and major decisions approved by senior management.
The President Office Quality Control Team mandates each division to establish Contractor Evaluation Procedures as a risk-based mechanism aligned with national, industry, and product standards. Six ESG risk criteria are applied—non-compliance in any results in classification as a high-ESG-risk supplier. The Procurement Department monitors implementation, supported by the ESG Office with guidance and resources, while major supplier ESG decisions are reviewed and approved by senior management or functional committees.
2024 Supplier Risk Assessment Status and Results
To support key suppliers in carbon management, the ESG Office and Procurement Department jointly implemented a structured supplier empowerment and capacity-building program in 2024:
Supported 34 suppliers with simplified GHG inventories
Delivered 4 training sessions (24 hours total) on environmental management, carbon management, and ISO 14064 practices, with participation extended to SME suppliers across business units
Conducted on-site inspections and improvement guidance to help suppliers strengthen ESG compliance and operational practices
Launched ISO 14064-based training under the green supply chain enhancement project, enhancing supplier capabilities in GHG inventory and carbon footprint verification
Assisted 9 key suppliers in joining the Ministry of Economic Affairs’ Net-Zero Transition Program for Manufacturing as a “1+N Carbon Management Demonstration Team”
Provided on-site coaching to 9 suppliers, covering boundary setting, emission source identification, activity data collection, and GHG calculation
By end of 2024, all 9 suppliers completed GHG inventories
From 2025 onward, continued training, monitoring, and on-site follow-up will ensure annual supplier inventories, corrective improvements, and emission reduction actions, mitigating ESG risks and strengthening supply chain sustainability
Hazardous Substances Policy and Materials Management
Sustainable Materials Management
2024 Annual Procurement Volume
