ESG
VALUE CHAIN COMPETITIVENESS

價值鏈競爭力

VALUE CHAIN COMPETITIVENESS

Establish a Customer-oriented Comprehensive Service Platform
iST upholds the core value of "people-oriented" and is committed to "establishing a comprehensive customer-oriented service platform". In the competitive semiconductor industry, rapid process shifts and short product lifecycles have become the norm, where every technological evolution dictates market competitiveness. iST is well aware that beyond precise analytical capabilities, it is even more crucial to remain customer-centric and serve as their most reliable technology partner. Beyond providing professional verification and analysis, we regard customer service as a core principle. These principles serve as the foundation of our services and represent the values that every iST employee and sales professional must uphold.
Professional Training for Sales Personnel to Build Consultant-level Service Capabilities
In the rapidly shifting semiconductor industry, technology advances at a breakneck pace, product life cycles are short, and shifts in market demand occur in the blink of an eye. In this environment, only by responding swiftly to market demands and adjusting strategies in real time can we consistently maintain a competitive advantage. Our Chairman often emphasizes, "The mission of the sales is not merely to sell products, but to help customers solve problems and co-create value with them." Given this, we have established a systematic and highly customer-oriented training framework to ensure that our sales representatives possess market sensitivity, technical foresight, and the agility to provide customers with the most timely and precise services.
Market- and Customer-Centric Business Training
We conduct monthly sales training sessions to ensure our sales team stays abreast of market dynamics and can respond promptly to customer needs. Training content includes:
  • Market demand and technology trend analysis – conduct in-depth research on semiconductor supply chain shifts, electronic product lifecycles, and technological trajectories to ensure the business team can anticipate market changes and proactively develop solutions.
  • Quick response and strategic adjustment – through practical simulations and case studies, the sales team is trained to make rapid decisions and respond to market shifts in real time, preventing them from falling into a reactive stance.
  • Problem solving and customer pain point analysis – strengthen cross-departmental collaboration and resource integration capabilities to provide not only products but also the most effective solutions tailored to customer pain points, thereby enhancing service value.
  • Precise communication and customer relationship management – emphasize rapid response and agility, enabling sales teams to provide customers with necessary information at the highest speed to ensure timely decision-making and establish long-term trust.
  • In 2025, we held 12 regular business education and training sessions on the aforementioned topics, accumulating over 480 training hours.
Comprehensive Training Programs to Ensure Operational Readiness
New sales hires must pass new employee training and evaluation before they can officially assume their roles. Our onboarding program not only familiarizes new hires with the Company's products and operations but also emphasizes the cultivation of market adaptability. Through market trend analysis, customer response simulations, and professional sales skill training, we ensure that new sales personnel can quickly hit the ground running and possess the agility to respond to real-time situations as soon as they enter the field.
Strengthen Internal and External Collaboration to Enhance Market Competitiveness
We not only strengthen the professional skills of our sales personnel but also emphasize internal cross-departmental collaboration. This helps us ensure the sales team works closely with technical, quality assurance, supply chain, and other departments to respond rapidly to market changes. In addition, we provide professional training for sales assistants in areas such as quotation management, order processing, account reconciliation, and invoicing. This streamlines administrative workflows, allowing the sales team to focus on market development and customer service.
Continuous Improvement to Ensure We Always Stay Ahead of the Market
Moving forward, we will continue to refine our training content by leveraging market data analysis, customer feedback, and industrial trends tracking. This ensures our sales team maintains the agility to respond quickly and adapt flexibly, allowing us to not only work side-by-side with our customers but also lead them in seizing market opportunities. In the semiconductor industry, even a slight hesitation can result in falling behind. We recognize that only through continuous learning and agile adaptation can we partner with our customers to navigate every market challenge and achieve long-term success.
Customer Service Skills and Competency Training for All Staff
iST attaches great importance to training in customer service skills and competencies, providing regular service-related functional training not only to the sales team but also to all employees. To enhance service quality, iST has developed the "Moments of Truth Behavior Model", embedding these standards and the spirit of service into our corporate culture to mitigate the risk of service omissions. Employee training focuses on two primary areas: customer service skills and customer service capabilities.
Customer service skills
Including but not limited to: Moments of Truth (MOT) behavior model, case handling skills, effective case handling processes, complaint handling skills, customer service and competency development, service quality improvement, iST MOT series, etc.
Customer service capabilities
This area focuses on cultivating the professional expertise of our colleagues, enabling them to assist customers swiftly with problem analysis and resolution. Examples include professional courses for various analytical laboratories, as well as training on product and service features.
In 2025, iST held 56 customer service-related training courses with a total of 2,592 attendances and 2,927.49 training hours. Through systematic training and continuous learning, iST ensures that every employee possesses the professional attitude and expertise to provide customers with top-tier service, collectively driving progress and innovation within the semiconductor industry.
Value Customers—Prioritize Customer Experience, Continuously Improve Service Quality, Build Customer Loyalty, and Enhance Brand Reputation
iST monitors customer satisfaction through two primary channels: "weekly telephone interviews" and an "annual customer satisfaction survey". In 2025, the average score for weekly telephone interviews reached 9.90, while the satisfaction rate from the annual satisfaction questionnaire exceeded 98.12%.
Weekly telephone interviews with customers
iST conducts weekly random telephone surveys to gain real-time insights into customer experiences with their entrusted cases. The telephone interview covered contents such as "service attitude", "professional ability", "speed of response to inquiries", and "experimental delivery time". Customers were asked to rate their satisfaction with the products and services provided by the Company's Engineering Department. In 2025, the total number of customers reached via telephone surveys was 1,254, with an average satisfaction score of 9.90.
Annual Satisfaction Questionnaire
iST conducts an annual satisfaction survey, inviting all customers who placed orders during the year to rate their experience with our services. In 2025, we received a total of 1,726 valid questionnaires from customers; the percentage of customers who rated "Satisfied" for "Overall Service of iST," "Engineering Service," "Business Services," "Logistics Service," and "Delivery Service" reached more than 98.05%.
Customer Complaint Handling Process
To strengthen its range of customer services and provide high-quality support, iST is committed to understanding customer needs and ensuring that all inquiries and complaints regarding its business and services are resolved effectively and promptly. The Company also implements appropriate countermeasures to enhance overall customer satisfaction. iST's complaint handling procedure is as follows:
Establish a Customer-oriented Comprehensive Service Platform
iST upholds the core value of "people-oriented" and is committed to "establishing a comprehensive customer-oriented service platform". In the competitive semiconductor industry, rapid process shifts and short product lifecycles have become the norm, where every technological evolution dictates market competitiveness. iST is well aware that beyond precise analytical capabilities, it is even more crucial to remain customer-centric and serve as their most reliable technology partner. Beyond providing professional verification and analysis, we regard customer service as a core principle. These principles serve as the foundation of our services and represent the values that every iST employee and sales professional must uphold.
Professional Training for Sales Personnel to Build Consultant-level Service Capabilities
In the rapidly shifting semiconductor industry, technology advances at a breakneck pace, product life cycles are short, and shifts in market demand occur in the blink of an eye. In this environment, only by responding swiftly to market demands and adjusting strategies in real time can we consistently maintain a competitive advantage. Our Chairman often emphasizes, "The mission of the sales is not merely to sell products, but to help customers solve problems and co-create value with them." Given this, we have established a systematic and highly customer-oriented training framework to ensure that our sales representatives possess market sensitivity, technical foresight, and the agility to provide customers with the most timely and precise services.
Market- and Customer-Centric Business Training
We conduct monthly sales training sessions to ensure our sales team stays abreast of market dynamics and can respond promptly to customer needs. Training content includes:
  • Market demand and technology trend analysis – conduct in-depth research on semiconductor supply chain shifts, electronic product lifecycles, and technological trajectories to ensure the business team can anticipate market changes and proactively develop solutions.
  • Quick response and strategic adjustment – through practical simulations and case studies, the sales team is trained to make rapid decisions and respond to market shifts in real time, preventing them from falling into a reactive stance.
  • Problem solving and customer pain point analysis – strengthen cross-departmental collaboration and resource integration capabilities to provide not only products but also the most effective solutions tailored to customer pain points, thereby enhancing service value.
  • Precise communication and customer relationship management – emphasize rapid response and agility, enabling sales teams to provide customers with necessary information at the highest speed to ensure timely decision-making and establish long-term trust.
  • In 2025, we held 12 regular business education and training sessions on the aforementioned topics, accumulating over 480 training hours.
Comprehensive Training Programs to Ensure Operational Readiness
New sales hires must pass new employee training and evaluation before they can officially assume their roles. Our onboarding program not only familiarizes new hires with the Company's products and operations but also emphasizes the cultivation of market adaptability. Through market trend analysis, customer response simulations, and professional sales skill training, we ensure that new sales personnel can quickly hit the ground running and possess the agility to respond to real-time situations as soon as they enter the field.
Strengthen Internal and External Collaboration to Enhance Market Competitiveness
We not only strengthen the professional skills of our sales personnel but also emphasize internal cross-departmental collaboration. This helps us ensure the sales team works closely with technical, quality assurance, supply chain, and other departments to respond rapidly to market changes. In addition, we provide professional training for sales assistants in areas such as quotation management, order processing, account reconciliation, and invoicing. This streamlines administrative workflows, allowing the sales team to focus on market development and customer service.
Continuous Improvement to Ensure We Always Stay Ahead of the Market
Moving forward, we will continue to refine our training content by leveraging market data analysis, customer feedback, and industrial trends tracking. This ensures our sales team maintains the agility to respond quickly and adapt flexibly, allowing us to not only work side-by-side with our customers but also lead them in seizing market opportunities. In the semiconductor industry, even a slight hesitation can result in falling behind. We recognize that only through continuous learning and agile adaptation can we partner with our customers to navigate every market challenge and achieve long-term success.
Customer Service Skills and Competency Training for All Staff
iST attaches great importance to training in customer service skills and competencies, providing regular service-related functional training not only to the sales team but also to all employees. To enhance service quality, iST has developed the "Moments of Truth Behavior Model", embedding these standards and the spirit of service into our corporate culture to mitigate the risk of service omissions. Employee training focuses on two primary areas: customer service skills and customer service capabilities.
Customer service skills
Including but not limited to: Moments of Truth (MOT) behavior model, case handling skills, effective case handling processes, complaint handling skills, customer service and competency development, service quality improvement, iST MOT series, etc.
Customer service capabilities
This area focuses on cultivating the professional expertise of our colleagues, enabling them to assist customers swiftly with problem analysis and resolution. Examples include professional courses for various analytical laboratories, as well as training on product and service features.
In 2025, iST held 56 customer service-related training courses with a total of 2,592 attendances and 2,927.49 training hours. Through systematic training and continuous learning, iST ensures that every employee possesses the professional attitude and expertise to provide customers with top-tier service, collectively driving progress and innovation within the semiconductor industry.
Value Customers—Prioritize Customer Experience, Continuously Improve Service Quality, Build Customer Loyalty, and Enhance Brand Reputation
iST monitors customer satisfaction through two primary channels: "weekly telephone interviews" and an "annual customer satisfaction survey". In 2025, the average score for weekly telephone interviews reached 9.90, while the satisfaction rate from the annual satisfaction questionnaire exceeded 98.12%.
Weekly telephone interviews with customers
iST conducts weekly random telephone surveys to gain real-time insights into customer experiences with their entrusted cases. The telephone interview covered contents such as "service attitude", "professional ability", "speed of response to inquiries", and "experimental delivery time". Customers were asked to rate their satisfaction with the products and services provided by the Company's Engineering Department. In 2025, the total number of customers reached via telephone surveys was 1,254, with an average satisfaction score of 9.90.
Annual Satisfaction Questionnaire
iST conducts an annual satisfaction survey, inviting all customers who placed orders during the year to rate their experience with our services. In 2025, we received a total of 1,726 valid questionnaires from customers; the percentage of customers who rated "Satisfied" for "Overall Service of iST," "Engineering Service," "Business Services," "Logistics Service," and "Delivery Service" reached more than 98.05%.
Customer Complaint Handling Process
To strengthen its range of customer services and provide high-quality support, iST is committed to understanding customer needs and ensuring that all inquiries and complaints regarding its business and services are resolved effectively and promptly. The Company also implements appropriate countermeasures to enhance overall customer satisfaction. iST's complaint handling procedure is as follows: