In 2025, a customer satisfaction survey was conducted covering all major products, with a total of about 4,000 questionnaires collected. Using the quantitative conversion mechanism of indicator satisfaction, the average overall satisfaction rate of corporate finance customers was 96.9%, the average overall satisfaction rate of consumer finance (zingala card) customers was 97.1%, and the average overall satisfaction rate of short term tenant customers was 100% in 2025. The overall satisfaction rate of customers with the Company’s services exceeded the set target.

1. Corporate Finance – Customers accepted from January to December 2025, excluding those with terminated/cancelled contracts and those surveyed in 2024.
2. Consumer Finance-zingala members accepted 2 times (or more) between 2025/1/1-2025/12/31 or random sampling of 3% of those with total coin offset amount greater than NT$1 in the past to date.
3. Short term rental-Successful pickup and return of vehicles (excluding foreign customers) for the whole year of 2025. 

1. The original corporate finance questionnaire employs a 5-point scale, and responses with an average rating of 4 or above are considered satisfactory.
2. The original questionnaire for short-term rentals employs a 7-point scale, and responses with an average rating of 5 or above are regarded as satisfactory.
3. The original questionnaire on consumer finance employs a 5-point scale, and responses with an average rating of 4 or above are considered satisfactory

After the results were calculated, a qualitative approach was also used to gain more information about special cases. These results became an important topic in management committee meetings. It is hoped that by establishing multiple communication channels, we will be able to hear more customer voices, understand customers’ real needs, and propose the most appropriate improvement methods to achieve our goal of providing customers with the best possible service.

These topics entered into discussions among the operations and management committee. The hope is to strive to establish more and diversified channels of communication so that the company can better listen to the voices of many customers and understand their true needs. This is the way to find a pathway to improvement and gradually increase customer satisfaction with a goal of providing customers with truly excellent service.

Chailease Holdings places great emphasis on different perspectives. We collect customers’ opinions actively and take a very open-minded view of employee suggestions or any innovative thinking within the group. We set up an employee suggestion system and an incentive platform to get innovative suggestions, encouraging employees to bring forth new ideas. We hope the system will allow the thoughts from employees could be implemented, so that we can always know what the customer's need in advance. 

Before bringing out a new product or service, we would have internal assessment of the legality which ensures the product or service complying with laws. All promotional ads, public relations news or employment ads which are post in print, electronically or in sound form must go through the company's internal auditing and managing processes. The coherent units must review and approve its legality to ensure the rights of those getting information and to maintain the company's reputation and image. Items officially online should be adjusted at all time based on customers’ opinions and the feedback of our employees, to meet our sole goal that design products which can meet our customers' needs.

Before the implementation of the new personal information protection law, the Company already had in a place a security mechanism for maintaining personal information, including the formulation of “Data Classification Management Measures”, “Personal information Protection Key Points”, “Information Security Policy”, “Information Security Management Key Points”, and other specifications. We clearly formulated the protection procedures to be followed for the authorization, use, storage, management and destruction of personal information. At the same time, in order to demonstrate our persistence and commitment of attaching great importance to the safety of customers’ personal information, a personal information protection team has been established to ensure the implementation of the personal information law.

Regarding the protection of personal information, the Company has three lines of defense controls to ensure that the collection, processing or utilization of personal information complies with external laws and internal regulations:

The Company is committed to enhancing information security management, establishing appropriate protection measures for all information areas within the Company in accordance with relevant internal and external regulations as well as regularly reviewing the suitability of the regulations to prevent improper disclosure of customer personal information, so as to reduce penalties by the competent authority that could damage the Company’s reputation.

Chailease Holding and its subsidiaries attach great importance to customer information security and personal information protection. All our employees receive personal information confidentiality and operational security law training. Such training provides them with a reference and develops their consciousness of personal information issues so they will conduct good data security practices and protect personal information in their daily work. When customers provide personal information, we request they sign the ”Notice of Collection, Processing and Utilization of Personal information”, and strictly control the use of customers’ personal information. If it is necessary to cross products or use the customer’s personal information for non-primary collection purposes, it must comply with laws and regulations and obtain customer consent.and shall be handled in accordance with the following principles: 

1. Comply with relevant government laws and regulations and information management principles.
2. Specify the type, purpose, use, duration of use (in accordance with the relevant laws and regulations or contractual retention period or the retention period necessary for the execution of the Company’s business), region, target, and method of use of the personal information collected.
3. Customer personal information is strictly stored in Chailease Holding and its subsidiaries or its entrusted information storage system with high security and stability. 
4. Acquisition and use of data must be within the scope of data authorization stipulated by Chailease Holding and its subsidiaries.
5. Appropriate technical and organizational security measures have been adopted to protect customers’ personal information from loss or any illegal processing.
6. Customers’ personal information should not to be provided to anyone(either in the private or public sector) other than those notified by Chailease Holding and its subsidiaries, except when required by a judicial unit or other competent authority in accordance with applicable laws and through formal and legal procedures.
7. Customers are fully informed that they have the right to opt-in, opt-out, request the Company to retain their personal information, request correction, request deletion, request data portability to another service provider and stop collecting, processing, or utilizing their personal information.​

In addition, according to the personal data security protection and operation risk level, we carry out personal information masking operation of the necessary system, control the secondary use of personal data and implement various security control measures.

1. Set the data access authority of colleagues according to different business scopes.
2. Implement USB storage device block management to reduce the risk of data leakage through the flash drive, so as to facilitate the control and review of data duplication.
3. Colleagues use mobile devices to send and receive company emails, set up authority control and only those with business needs can apply for use. We also introduce a security control mechanism to prevent storing of data in endpoints when transmission. Prevent information security risks such as data leakage or loss or theft through mobile phones to truly protect personal data safety.
4. For the information system storing personal data, professional information security vendors are regularly appointed to conduct vulnerability scanning and penetration testing, so as to maintain the defense strength of the information operating environment and keep pace with the times.
5. The internal transmission of customer information is also strictly regulated to strengthen control, and is regularly inspected by the internal audit department to ensure that all control mechanisms are effectively implemented.
6. Regularly conducted Disaster Recovery (DR) drills and information security incident response exercises to ensure business continuity.
7. Utilizing Data Loss Prevention (DLP) systems to detect and prevent unauthorized transmission of personal data in real-time while maintaining comprehensive audit logs.​

The Company places great importance on information security and the protection of personal data. To safeguard customer information, internal policies and management procedures have been established in accordance with relevant laws and regulations. Employees who have access to personal data are required to complete regular training on personal data protection, confidentiality obligations, and information security practices. Through these measures, the Company enhances awareness of information security and ensures that personal data is properly protected in daily operations. We also require employees to appropriately perform their responsibilities of protecting confidentiality and managing data, with rigorous internal rules for management as well as the gradual establishment of an audit trail and records tracing systems. The management of personal information has been included in the scope of annual audit of inspection of information and communications security and self-assessment, and through these comprehensive and targeted reviews, we will increase the protection of customer data by employees and increase knowledge of and compliance with relevant law.

The auditing units of the Company and its subsidiaries shall conduct inspections of the implementation of personal information protection in accordance with regulations. We will import personal data management standards in the future. If it is otherwise provided by laws or regulations or required by the competent authority, each subsidiary may also, depending on actual needs, appoint an independent third party to conduct the inspection of the matters specified in the preceding paragraph and provide inspection recommendations. In 2025, the Company continued to strengthen its personal data protection and information security management mechanisms. All relevant incidents were handled in accordance with internal reporting and response procedures, with ongoing review and improvement measures implemented. In 2025, there were no personal data protection incidents that had a material impact on the Company’s operations or customers’ rights and interests.

The rate of the secondary use of personal information of the Company and its subsidiaries is 75.6% in 2025. Personal information is retained for 10 years in accordance with applicable laws, contractual obligations, and the Company's data retention policy. In the future, we will continue to plan the management systems and norms related to data governance (ex. BS 10012 or ISO 27701), introduce a data leakage prevention system, strengthen the customer data protection mechanism, improve the level of information security protection comprehensively, and establish a safe and reliable operating environment. The purpose of collecting customer data, the method of use and the exercise of related rights and interests are all stated in the notice of consent or contract to help customers fully understand the rights and obligations of both parties. Company employees dedicated to the protection of personal information act based on the relevant rules of the company to appropriately handle and provide feedback on such matters, and appropriate rules are set and revised. And the improvements of our business processes, the rigor of our internal rules will reduce the occurrence of customer complaints.