Customer Relations Management

GIGABYTE strives to provide the best service and to build constructive, long-term relations with our customers. We work to deliver the best quality at the operational level and for product services. Quality management is practiced during the product design, manufacture and sales stage. For customer service, we comply with the relevant standards on international trade tariffs, fair trade, hazardous substance prevention, anti-bribery, anti-boycott regulations, sustainability standards and human rights conventions. Customer requirements are closely monitored to consolidate our trust-based relationship with customers.

Quality Management

GIGABYTE has completed and received certifications for the ISO 9001:2015 international quality management system, IECQ QC 080000: 2017 RoHS hazardous substance management certification, and IATF 16949: 2016 automotive quality management system. The “GIGABYTE Hazardous Chemical Substance Regulations (HCSR) was also defined to reduce the hazardous substance content of products and services purchased by the Company. Total quality management is enforced to improve internal management systems and certify management systems to international standards.

Overview of the GIGABYTE technology management system

Customer Satisfaction

The “Customer Complaints Procedure” and “Customer Problems Procedure” were defined by GIGABYTE due to the importance of sound after-sales service. Six domestic support centers were set up to provide customers with repair services and other types of technical support. Surveys are regularly conducted on customer satisfaction. In 2024, customer satisfaction from more than 10,000 cases in Taiwan saw 99.9% of the users’ rate satisfaction as three stars or more, meeting the annual management goal of 95%.

Customer Satisfaction of Service Centers in the Past 4 Years

Handling of Customer Rights

A sound customer complaints resolution process has been established by GIGABYTE. There were 11 customer disputes in 2024 mainly from customer complaints over product quality and support process. GIGABYTE reached out to the consumers and resolved the disputes through appropriate responses or product replacement.

Customer Complaints Handling Procedure

Customer Privacy Protection

To ensure the proper protection of confidential customer data from business transactions, GIGABYTE explicitly stipulated in the “GIGABYTE Corporate Code of Conduct” that the Company is committed to ensuring the privacy and security of information supplied by customers and consumers. Customer data may not be queried without proper business reasons. If customer data is queried as part of the business process, they must be accessed through legitimate pathways and customer data protected against unauthorized exposure or usage.

A Personal Information Protection and Management Committee was therefore established in accordance with the government’s “Personal Information and Protection Act” to define and enforce the “Personal Information Protection and Management Regulations.” Proposals for making future improvements to personal information risks are also developed on an ad hoc basis to protect customer information. For more information, please refer to “GIGABYTE Privacy Policy”.