CONSUMER COMMITMENT - CONNECTING TO HEALTH AND HEALTHY LIFE

Taky Food Commit

- Providing nutritious, safe and top quality products

- Diversify products, create new values ​​to improve and improve the health of all customers of all ages.

- Constantly improve the quality of customer service

Respond consumer concerns

- Quality products, safety, high nutritional value

- Information is transparent and reliable

- Diverse product portfolio, meeting the interests and needs of many groups of customers

- Products are made with reasonable prices, easy to reach all customers

- Good customer service

Commit integrating with the UN's sustainable development

- Good health, happy life

- Clean energy & reasonable price

- Industry, creativity & infrastructure

- Responsible production & consumption

Meeting the needs and achieving customer satisfaction is the key to all sustainable success, and the Company's success is also measured by creating value for customers. Therefore, sharing and improving the values ​​brought to customers is the ultimate goal that Taky Food always aims to.

I – Listening consumer needs

Listening and understanding customer needs is always Taky Food's focus and seriousness of implementation. Knowing what customers really need and their current experience with the Company's products, thereby establishing the basis for appropriate marketing, sales and customer care strategies to not only meet but also also surpass customer expectations, and create cohesion between customers and the brand.

Taky Food aims to provide the best quality products, delicious taste and reasonable prices to consumers of all ages and all subjects to meet their diverse needs. Therefore, Taky Food's customer understanding is especially concerned throughout the life of the product, from the stage of construction and idea formation, product development until the product is released to the market. At each stage, with different tasks and goals will be different concerns that require the most optimal solutions:

In the process of developing product development ideas: understanding who your potential customers are, what products they need, what benefits they can offer, what needs serving ... from there, diversifying features. and improving product quality, aiming to meet and exceed customer expectations, needs and preferences.

At the production stage: understanding what trust customers place in a brand, what do they want from a leading manufacturing company, what makes a brand's reputation ... since then, strictly controlling the production process, making quality a vital goal and constantly raising the management system to international standards with the most stringent requirements.

At the stage of launching products: understanding which message is conveyed will be received the most by customers, how the brand will be recognized and remembered ... from there, deploying launching strategies. effective products, enhance brand image.

And the stage of receiving customer feedback after a period of time when the product is widely consumed in the market, from which, make appropriate improvements, or recognize the strength of the product, to continue improving. improve and orientate new products, develop new products.

At Taky Food, customer needs are finding in many different ways, based on:

• General analysis reports on market trends, from leading Information and Quality Information Providers, such as Nielsen;

• Analyze interests and tastes of age groups or target groups based on field surveys. This analysis is carried out by Taky Food in collaboration with professional retailing and market research organizations, such as: FFL, Intage, Windows ...;

• Analyze broad sensory results across target customer groups to find out the liking for a product that is about to launch / re-launch;

• The main trend of customer interest in dairy products, and related nutritional products collected through fanpages, forums, consumer associations ...;

• Measurement of customer satisfaction.

II – Information transparency - Sustainable belief

All products of Taky Food ensure transparency in information disclosure, especially labeling information with multiple levels of control. Prior to publication, all product information is subject to specialized review from the R&D Department and legal compliance review from the Legal Department (within the Division of Internal Control and Risk Management). In addition to ensuring transparency, Taky Food also ensures the completeness, timeliness and validity of product information, ensuring that information is delivered to the correct and consistent stakeholders consistently, sync across all relevant channels for relevant information.

In 2018, Taky Food had no violations of trademark and product information publication.

All Taky Food products comply with:

- Labeling information in accordance with Vietnamese law.

- Product information is published as required by Vietnamese law.

Product labels are controlled according to the packaging design process with the participation of marketing, development and legal departments to ensure the information is always truthful, accurate and transparent.

Product information notification process.

III – Customer services

Taky Food also expanded the channels to receive information and opinions from customers, in order to create the maximum conditions for consumers to express their needs, thereby providing an orientation for developing appropriate products and services.

• Customer care hotline: 1900 6108

• Email: info@takyfood.com.vn

• Customer corner right on the Taky Food website: https://takyfood.com.vn

Complaints are received through customer care channels, and are received and handled by Taky Food's Customer Service Department (Customer Service Department) 24/24.

IV - Customer satisfaction measuring

With the motto "Customer-oriented", Taky Food always focuses on listening to customers' opinions. For individual consumers, the Company receives opinions through customer care channels, or receives information and opinions through communication channels. For large group of consumers, regular customer groups, Taky Food organizes direct surveys based on the following criteria:

• Quality of delivery service (true, sufficient, timely)

• Attitude of the salesman to customer care

• The percentage of customers who are satisfied with adjustment of claims, exchanging defective products

With principle of always focusing on consumer needs, all Taky Food employees always try their best to provide consumers with SAFETY - QUALITY - COMPETITIVE PRICE