Customer Services
▌Commitments & Policies
In response to a rapidly changing environment, we enhance supply resilience and the speed of communication and response across the industry supply chain. By anticipating future demands, MediaTek increases our value to customers by being customer-centric.. We value consumer rights by establishing relevant customer rights protection policies and (complaint) feedback mechanisms, committed to ensuring that consumer opinions are fully heard and properly addressed.
▌Goals
| Short-term (1~3 years) | ◢ In 2024, MediaTek overcame various challenges and achieved continuous business growth. We will continue to deepen partnerships and expand our business scale to achieve economies effects in the future. ◢ We will continue to develop new products, to increase the depth and breadth of client and partner relationships. ◢ Achieve the target gross profit margin, performance growth rate and accuracy of forecast |
| Long-term (3~5 years) | ◢ We will continue to deeply develop potential global markets (e.g., AI and automotive), focus on clients and partners to increase industry influence, and continuously lead industry advancement. ◢ We will continuously improve communication and response to client complaints. |
▌Management Approach
| Responsible Unit | Led by Senior Vice President, but managers of all levels proactively participate. |
| Resources | Establish a dedicated team to satisfy customers needs for technology and business. |
| Engagement Channels | Provide online sales (sales@mediatek.com) and audit mailboxes that serve as communications and reporting channels from non-specified persons; audit units independently review these communications. |
| Evaluation Mechanism | Sales, forecast accuracy for production and sales, and real-time client feedback. |
▌Progress and Results in 2024
◢ Invested in advanced technology R&D, developed new products and partnerships to solidify our position as a leader in diversified technologies.
◢ Launched the new second-generation Dimensity 9400 flagship chip with an all-big-core design. Collaborated with NVIDIA on the Dimensity Auto 3nm flagship cockpit, to accelerate various industries entry into the AI era.
◢ Continuous growth with renowned clients worldwide and embrace AI together to enhance value for markets of HPC, automotive, AIoT, mobile phones, digital TVs, and Wi-Fi.
◢ Continue to develop major markets in the world, including Europe, the USA, China, Asia, and Australia.
◢ Revenue continued to grow by 22.4% in 2024, demonstrating our success.
▌Customer Services
1. Innovative Project Management Processes:
MediaTek continually strengthen customer services platform, and our project management processes are initiated from the moment we contact a client. All questions and suggestions from customers are compiled, followed up and updated regularly. Further, we provide proper feedback to clients so they can be benefited from MediaTeks rigorous attention to detail in product service processes.
2. High-Quality Service Tools:
MediaTek On-Line was established to simplify client administrative processes and enhance efficiency through improved user-friendliness. The platform helps MediaTek attain an accurate view of client needs, and can speed product development, shorten product commercialization time, and fulfill client expectations for product functions.
3. Local Services:
MediaTek's chips drove 2 billion devices in 2024. We believe that, in addition to innovation-focused product design and great product quality, maintaining good communication channels and understanding client needs are the only path to successful customer services. Therefore, we must provide customers in each region with the most timely and tailored services by continual investment in customer service. MediaTek communicates with clients weekly and increases communication frequency as needed, while connecting front-end client requirements with back-end teams to provide immediate support. In 2024, the number of employees continued to increase, thereby raising the proportion of local staff in various regions.
For further details, see the “Global Presence” section of the 2024 MediaTek ESG Report.