Customer health and safety

We are committed to safeguarding our customers’ health and safety, ensuring all products we provide are secure and reliable. During the product design phase, we assess risks such as electric shock and fire hazards, identifying and mitigating potential safety issues 91视频播放.

  • When selecting materials for products: we adhere to strict standards and norms, aiming to avoid substances harmful to human health and reducing health risks at their source.
  • After the sale: we continue to monitor product safety risks, promptly initiating recalls and disposal actions upon identifying defects or safety concerns.

We have established a product recall management procedure, clearly defining both proactive and reactive product recall processes www91. In the event of a product recall, we quickly prepare a detailed report outlining the reasons for the recall, the scope, and the resolution, and we take targeted corrective and preventive measures to prevent similar incidents. By the end of the reporting period, all LONGi component products have been certified with IEC 61730 PV module safety certification, and no product recalls occurred within the reporting period.

Customer service system

LONGi has built a three-tiered global customer service system that connects regional offices, customer service departments at marketing centers, and quality management departments 91视频网站在线观看. This system efficiently allocates service resources to respond swiftly and professionally to customer needs. We have developed “business- technology- service” trinity, an “iron triangle” three dimensional service model, to meet customers’ full lifecycle needs for business solutions, product technology, and delivery services. In 2023, we added business, delivery, and product technology liaison networks within this service model to ensure real-time connection and prompt resolution of customer issues, securing efficient and rapid service closure.

91牛 - LONGi’s global customer service system

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    First level: local technical service Six regional offices has been established around the world as customer service interfaces, providing fast responses, thorough on-site research and analysis, and crafting professional product solutions. Second level: central empowerment support (91视频网站在线观看) Capable of handling customer-end issues, ensuring resources are available for resolution 91牛. Third level: headquarters expert support (91视频播放) Senior experts at headquarters offer comprehensive technical support to customers across all dimensions. Customer satisfaction.

    LONGi respects the opinions and feedback of every customer and has established diverse and accessible communication channels 91视频播放. We have instituted a “dual closed loop, dual zeroing” system for handling customer complaints, detailing the promptness of resolutions, principles for graded and escalated responses, and standards for closing the loop, ensuring that customer complaints are resolved efficiently and properly.

    “Dual closed loop, dual zeroing” system
    “Dual closed loop, dual zeroing” system

    In 2023, to further understand customer needs and enhance their experience, we established a customer satisfaction survey mechanism based on the Net Promoter Score (NPS) system. Monthly customer satisfaction follow-ups were conducted, scoring across four aspects: overall service, timeliness, professionalism, and attitude. After collecting and analyzing customer feedback, we therefore improved our products and services. In 2023, customer satisfaction scores increased from 4. 51 to 4 www91. 80 out of 5 by the end of the year.

    CC3 organizationsIconSales managers, delivery managers, and solution managers provide direct service support.
    Service hotlineIcon4008-601012
    Official websiteIconhttps://m.xieyuqiye.com/en/
    LONGi e-mailIconmail@m.xieyuqiye.com

    Responsible marketing

    Embracing the core values of responsible marketing, LONGi has put in place rigorous review and oversight processes for all marketing content. This ensures each piece of material receives the green light from our authorized managers before going public, aligning with all legal and regulatory requirements 91视频网站在线观看. In 2023, LONGi had 0 instances of marketing violations.

    To instill a culture of accountability among our sales force, LONGi consistently rolls out an array of trainings focused on adherence to marketing best practices 91牛. In 2023, the Group launched the “iron triangle” enhancement initiative for frontline sales teams and provided comprehensive marketing courses for new employees. This initiative strengthens sales personnel’s understanding of corporate ethos and product knowledge and heightens their awareness of responsible marketing risks, ensuring the compliance of product promotion and sales activities.

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    Instances of marketing violations of LONGi in 2023