Product Safety and Responsibility to Customers and Consumers
“KCG Corporation commits to providing high-quality products, integrating innovation in production and services, exceeding customer expectations, upholding consumer safety to international standards, and fostering environmental sustainability.”
The Company has established a Quality, Environment, and Food Safety Policy to ensure customer satisfaction and confidence, prioritize quality and food safety, maintain product quality to meet international standards, and continuously strive for improvement. To uphold an effective management system for Quality, Environment, and Food Safety, the Company enforces strict control and inspection measures throughout its operations in accordance with laws and international standards from selecting high-quality raw materials and adhering to standardized production processes to delivering products and services to consumers and customers.
Additionally, the Company is committed to conducting business responsibly by providing accurate and transparent nutrition information as well as detailed product and service descriptions to support the decision-making of customers and consumers. This ensures that customers and consumers have the information required to make purchasing decisions with confidence. The Company also prioritizes efficient complaint management, effective issue resolution, and swift responses to product and service concerns. The Company also strives to minimize complaints, address customer needs promptly, and build lasting relationships while fostering trust and confidence in its products and services.
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Target and Performance of Product Safety and Quality
Product Safety and Quality
Management Approach
The Company has adopted international food quality and safety standards to foster customer and consumer confidence in its products, mitigate health risks, and respond to the demand for eco-friendly products. The Company is certified with the following certifications:
Key Action Plans
1. Product Quality and Food Safety
2. Customer Relationship Management
The Company prioritizes customer relationship management to maintain customer confidence and satisfaction through responsible business operations and marketing activities. This includes providing accurate, clear information and services, offering adequate information to help customers and consumers make purchasing decisions, and continuously developing products to meet customer needs. The Company also manages customer relationships and has a complaint handling process in place to resolve product and service issues. This helps build trust in the product brand, creating brand loyalty and fostering sustainable relationships and mutual growth with customers.
2.1 Communication of Product and Service Information to Customers
The Company prioritizes clear and easy-to-understand communication with consumers through product labels, emphasizing consumer rights protection , concerning risks related to raw materials and products that may impact consumer health and safety (e.g., food allergies, etc.) and the provision of accurate nutrition information to support informed food choices. The Company supports changes in nutrition information labels according to the Food and Drug Administration (FDA) policy regarding Guideline Daily Amounts: GDA which provides information on energy, fat, sugar, and sodium per package unit, along with allergy information and warnings. This serves as a tool for customers and consumers to compare nutritional values and make healthier, more balanced food choices
In 2024, a total of 195 products displayed nutrition labels, representing 100% compliance with food laws and regulations for products required to display such information. Additionally, nearly 50% of all products displayed nutrition labels, even though they were not legally required, to provide greater benefits to consumers. Products displaying nutrition labels accounted for 40.4% of the total in-house products.
2.2 Complaint Management
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Complaint Handling Process
Imperial Edible Cookie Cups Project The Imperial Edible Cookie Cup was created from cookie scraps that do not meet quality control standards, such as broken or irregularly shaped cookies. This innovation transformed these scraps into a new product such as an edible coffee cup. The project helps reduce food waste during production. The edible coffee cup cookies are biodegradable and eco-friendly, and also contribute to the reduction of greenhouse gas emissions. The Company has applied for a patent as an innovation asset to further support the launch of commercial products
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customer & Consumer Complaint Management Development
The Company set a goal to reduce product quality and safety complaints by 5% from the previous year, based on the annual production volume (tons). In 2024, the number of complaints decreased by 0.9% from 2023. Although the complaint reduction did not meet the target goal, the Company has implemented measures to minimize complaints by increasing the stringency of quality assurance and quality control at every production process in accordance with the established standards. The Quality Assurance and Quality Control Department has analyzed the causes, implemented corrective and protective action, and worked with relevant departments to prevent recurrence. Monthly reviews are conducted to assess the effectiveness of these approaches. Progress reports on corrective actions are prepared and submitted to senior executives on a monthly basis.
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Response time for complaints, corrective and preventive action
In 2024, the Company set higher targets for responding to customer complaints, identifying the cause, and implementing corrective and preventive action within 2 business days, aiming for a response rate of at least 70% to enhance customer satisfaction. The success rate in responding to complaints within 2 business days reached 73.2%, surpassing the target. The Company prioritizes improving response times to ensure quick handling of complaints and fosters efficient collaboration, with a focus on resolving quality issues from the upstream to continually reduce customer and consumer complaints.
2.3 Enhance Customer Satisfaction
The Company conducts an annual customer satisfaction assessment to analyze feedback on products and services, using the results as guidance for developing products and services, reducing complaints, and creating sustainable brand loyalty. In 2024, the Company improved customer satisfaction evaluation by implementing the Net Promoter Score (NPS) to measure customer loyalty and satisfaction. This evaluation covers five areas: products, transportation, sales and services, complaint handling, and payments. Data is collected from all customer groups and sales channels, complaints and issues are analyzed for improvement, monthly meetings are held, and a summary report of customer complaints is sent to relevant parties monthly. In 2024, the customer satisfaction result was 72%, indicating a fair level. Issues and GAP analysis are being implemented to improve customer satisfaction in all areas. Additionally, the Company incorporates customer feedback, particularly regarding products, to develop products that better meet customer needs.
Sustainability Performance Data 2024 - Social Performance