FENC has a robust production and marketing framework powered by a vertically integrated production network that spans across the petrochemical, polyester and textile industries, which gives the Company the ability to respond to market trends and formulate R&D strategies with agility. Among FENC’s customers are major international brands across a wide spectrum of industries, and the Company bolsters these partnerships through diverse communication channels, such as in-person and virtual meetings, email correspondence, product launches and corporate visits. FENC also accepts invitations from international brands to attend their supplier conferences on a regular basis to assess customer needs.

FENC enacted the Customer Rights Protection Policy in 2025 as a key guiding principle governing customer relations across the Company. The policy aims to boost customers’ confidence and safeguard their legitimate rights and interests with provisions covering aspects such as product health and safety as well as grievance and response mechanisms.

Customer satisfaction surveys are conducted to fully assess customers’ attitude towards FENC’s products and services. The survey mechanism is designed and implemented by the production and sales departments. Customer feedback is examined during internal review meetings with improvements and tracking.

FENC’s Customer Relations

Note: FENC is a material supplier engaging 100% in physical transactions without any business-to-consumer transactions and therefore, without product sales of any kind through online platforms, nor online customer management mechanism.

Customer Rights Protection Policy 

Compliance with Customer Requirements

We have signed agreements with brand customers, and abide by the ethical, safety and procurement rules set forth while aspiring for further self-improvement.

Customer Satisfaction Survey

 FENC administers customer satisfaction surveys on a regular basis through the sales units to assess customers’ attitudes towards the Company, such as product quality, delivery management, communication responsiveness and technical support. The feedback serves as a key reference for fine-tuning customer relations management and services at FENC. 

The valid responses compiled during the reporting year cover major product types from upstream to downstream sectors within the petrochemical, polyester and textile industries. The surveys are largely administered annually in the form of questionnaires, and those conducted by the sales units target their main customer groups. The 2025 survey shows positive feedback in terms of FENC’s performance in communication responsiveness, consistent product quality and long-term partnerships. In areas such as delivery scheduling, logistics and pricing, however, the feedback indicates a desire for improvement. The comments have been compiled by the sales units and referred to applicable departments for review. Ongoing efforts are devoted to strengthening the coordination of orders and shipment, logistics arrangements and customer engagement mechanisms to address customers’ needs and improve overall service quality.

 FENC will continue to refine the survey process and ensure data integrity, gradually establish the foundation for traceable quantitative management in order to fully incorporate customer feedback in operational decisionmaking.