Modern Dairy Customer Relations Management Practices

Modern Dairy continuously improves its customer relations management program by maintaining accessible customer communication and feedback channels, conducting customer satisfaction surveys, and standardizing its complaint handling process, thereby enhancing customer service quality and responsiveness.

1. Customer Communication and Feedback Channels

The Company has established multiple customer communication channels covering the entire business process. Customers may request support, provide comments, or raise concerns through direct email contact, a dedicated phone line, and in-person communication, ensuring convenient and timely communication with customers.

2. Customer Satisfaction Surveys

We regularly conduct customer satisfaction surveys through customer interviews, telephone and email follow-ups, and in-person meetings. We collect customer feedback and suggestions regarding product quality, delivery services, business responsiveness, and customer support. The Company’s Sales Management Center consolidates and analyzes survey results and customer feedback, identifies key issues and areas for improvement, and communicates relevant feedback to production, quality, logistics, and other relevant departments to develop and implement improvement measures. The Company continuously tracks the implementation of these measures and incorporates customer feedback into the improvement of product quality, delivery arrangements, and customer service.

3. Customer Complaint Handling and Resolution

The Company has established a standardized customer complaint handling and resolution process. Upon receiving a complaint, relevant personnel promptly log the complaint, acknowledge its receipt to the customer, and communicate the next steps. The Company investigates and verifies the complaint, develops a targeted resolution or corrective action plan, and informs the customer of the corrective measures, expected resolution timeline, and implementation arrangements. Relevant departments continuously track the progress of corrective actions, verify the results, and promptly communicate the outcome to the customer. Once the complaint has been resolved, the case is documented and closed. The Company also analyzes the causes of complaints and incorporates the lessons learned into improvements in product quality and customer service.

4. Online Services and Digital Customer Management

Modern Dairy provides service solutions through its online platform. In 2025, customers using the Company’s online platform accounted for 34.34% of its total customers, while revenue generated from e-commerce accounted for 22.60% of the Group’s total revenue.