Customer Matters
momo is committed to promoting sustainable consumption by increasing the proportion of sustainable products, ensuring responsible product disclosure, and implementing rigorous product quality management and inspection systems to provide the best shopping experience. We actively collaborate with suppliers who embrace sustainability principles to create a green consumption ecosystem, providing consumers with a broader range of sustainable options.
2024 Performance Highlights
Response to Material Topics
momo’s Promise
- Provide diverse and real-time customer services to "enhance customer satisfaction".
- "Enhance customer service professionalism" and optimize the shopping process to improve overall service quality.
- Implement AI digital feature recognition system to deepen the application of intelligent cybersecurity technologies.
- Implement control measures for devices or behaviors involving simulators, robots, and web crawler tools accessing the website, and automatically block unauthorized logins.
- Safeguard consumer information by continuing to strengthen privacy protections and information security management practices.
- Devise a rigorous mechanism for responsible product management.
Management Mechanisms
- Every year, the progress of project objectives related to product responsibility, customer relationship management, and information security is regularly tracked through the Board of Directors and the Sustainability Development Committee.
- A "Cybersecurity Management Committee" is established under the Board of Directors, holding two meetings annually and regularly reporting to the Board; a Chief Information Security Officer and a dedicated cybersecurity unit are appointed, responsible for reviewing the management of personal and sensitive data, as well as the cybersecurity management system, technology, resource allocation, risk management, and achievement of performance objectives.
- Products from suppliers must comply with legal requirements in their labeling before they can be listed on momo, as stipulated in the contract. There is an inspection and delisting mechanism in place, with ongoing expansion of inspection criteria.
Action Plan
- Ensure that all products comply 100% with regulatory labeling requirements.
- Inspect and delist 73,293 items with inaccurate labeling, while assisting suppliers in disclosing comprehensive and transparent product information.
- Establish a "Professional Mystery Shopper Team" to oversee and ensure the quality of customer service personnel.
- In 2024, a total of 144 service processes and system functions were optimized, continuously enhancing service quality.
- Obtained the PCI DSS Payment Card Industry Data Security Standard compliance certification.
- Completed the ISO 27001 information security version update, ensuring mastery of the latest information security management mechanisms.
- Continuously obtain ISO 27701 Personal Data Privacy Information Management System certification to ensure the security of customer information.