To effectively communicate with various stakeholders, the Chlitina Group refers to the five following principles for stakeholder engagement: dependency, responsibility, influence, diverse perspective, and tension. Through these principles, the company understands the significant environmental, social, and governance issues that stakeholders are concerned about, and categorizes its main stakeholders into seven groups: employees, investors (shareholders), customers, franchisees, suppliers, banks, and others. The company has established dedicated communication channels to receive and respond to the concerns and needs of stakeholders in these seven groups.
| Stakeholder Type | Issues of Concern | Communication Channels & Response Methods | Communication Frequency |
|---|---|---|---|
| Employee | Employee Salary and Benefits Labor-Management Relationship | The company’s business philosophy, operating status and various policy announcements are communicated to employees periodically through the internal electronic approval and announcement system, and the company’s official website. | When needed |
| Employee Training and Education | Routinely | ||
| Employee Management Meeting | At least once a year | ||
| Dedicated mailbox collects employee opinions | Anytime | ||
| Investor (Shareholder) | Business Performance Corporate Governance | Shareholders Meeting | Yearly |
| Revenue data announcement | Monthly | ||
| Financial data announcement | Quarterly | ||
| Shareholders Conference | At least once every quarter | ||
| Important business information published on TWSE’s Market Observatory Post System | Routinely | ||
| Investor Relations website and mailbox | Anytime | ||
| Spokesperson and deputy spokesperson | Working days | ||
| Customer | Customer Relations Management | Customer relations electronic mailbox | Anytime |
| Customer service hotline | Office hours | ||
| Official Company website; official WeChat and Facebook follower groups; Instagram, YouTube; Tmall, Douyin, Xiaohongshu official stores and online customer services | Anytime | ||
| WeChat mini program online customer service | Office hours | ||
| Marketing Activities | Routinely | ||
| Franchisee | Improvement of Professional Service Skills Optimization of Profitability | Franchisee Meetings in the North, Center and South | Monthly |
| Technical training and education | Routinely | ||
| Online training is available through the section dedicated to franchisee recruitment on the company’s official website | Anytime | ||
| Supplier | Good supply chain relationships to organize production and achieve reasonable profit returns, thereby creating shared prosperity in the industry | Telephone and electronic mail | Routinely |
| Bank | Relevant financial indicators such as the company’s operating performance, profitability, capital allocation and turnover, liquidity, interest coverage ratio, and debt repayment ability | Senior management executives and financial managers | Twice a year |
| Other | Other issues related to the company | Telephone and electronic mail | Routinely |
| Stakeholder Type | Issues of Concern | Communication Channels & Response Methods | Communication Frequency |
|---|---|---|---|
| Employee | Employee Salary and Benefits Labor-Management Relationship | The company’s business philosophy, operating status and various policy announcements are communicated to employees periodically through the internal electronic approval and announcement system, and the company’s official website. | When needed |
| Employee Training and Education | Routinely | ||
| Employee Management Meeting | At least once a year | ||
| Dedicated mailbox collects employee opinions | Anytime | ||
| Investor (Shareholder) | Business Performance Corporate Governance | Shareholders Meeting | Yearly |
| Revenue data announcement | Monthly | ||
| Financial data announcement | Quarterly | ||
| Shareholders Conference | At least once every quarter | ||
| Important business information published on TWSE’s Market Observatory Post System | Routinely | ||
| Investor Relations website and mailbox | Anytime | ||
| Spokesperson and deputy spokesperson | Working days | ||
| Customer | Customer Relations Management | Customer relations electronic mailbox | Anytime |
| Customer service hotline | Office hours | ||
| Official Company website; official WeChat and Facebook follower groups; Instagram, YouTube; Tmall, Douyin, Xiaohongshu official stores and online customer services | Anytime | ||
| WeChat mini program online customer service | Office hours | ||
| Marketing Activities | Routinely | ||
| Franchisee | Improvement of Professional Service Skills Optimization of Profitability | Franchisee Meetings in the North, Center and South | Monthly |
| Technical training and education | Routinely | ||
| Online training is available through the section dedicated to franchisee recruitment on the company’s official website | Anytime | ||
| Supplier | Good supply chain relationships to organize production and achieve reasonable profit returns, thereby creating shared prosperity in the industry | Telephone and electronic mail | Routinely |
| Bank | Relevant financial indicators such as the company’s operating performance, profitability, capital allocation and turnover, liquidity, interest coverage ratio, and debt repayment ability | Senior management executives and financial managers | Twice a year |
| Other | Other issues related to the company | Telephone and electronic mail | Routinely |
