Stakeholder Engagement

Shin Kong Mitsukoshi places great importance on customer service and values communication with stakeholders, engaging and communicating with stakeholders with our Sustainability Committee and three planning teams. In 2021, we followed the five principles of the AA1000 Stakeholder Engagement Standard: Dependence, Responsibility, Influence, Diverse Perspectives, and Tension to identify the eight major stakeholders of SKM. 


In view of the expanded reporting boundary, SKM cross-checked and assessed its internal and external stakeholders in 2025 (covering HQ, 16 department stores, Fayaque, SKM Park, and Shin Kong Cinemas. The review confirmed that the 2024 stakeholder list—consumers, shareholders/investors, employees, government agencies, retail counter vendors, suppliers and contractors, communities and NGOs/NPOs, and the media—already encompassed the entities covered by this year's reporting. Accordingly, the stakeholder categories and names remained unchanged from 2023. See the Eight Stakeholder Groups chart for details.

Responses to Stakeholders & Sustainability Issues 

The following table summarizes the key concerns and communications for the company's eight major stakeholders in 2025. SKM upholds integrity, transparency, and diversity in its communication with various stakeholders. Through regular tracking, timely response, and feedback, SKM strives to optimizer the company's management policies and processes.

Stakeholder Significance to SKM  Sustainability Issues of Concern to Stakeholders Communication Channel & Frequency  Department  Outcomes of Stakeholder Engagement in 2025
Consumers 
Consumer satisfaction is the driving force behind continuous growth and innovation. By meeting consumer expectations, SKM strives toward its vision of sustainable business operations.
  •  Product Quality & Product Content Responsibility 
  • Customer Relationship Management 
  • Digital Innovation 
  • Social Good and Arts & Culture Promotion 
  • Risk Management 
  • Information Security and Privacy Protection 
  • Fair and Healthy Workplace 
  • Corporate Governance and Ethical Management  
  • Social Media / As needed 
  • Consumer Surveys / As needed 
  • Advertisements & Campaigns / As needed 
  • Customer Service Systems / Immediate, as needed
  • Administration Headquarters 
  • Marketing Headquarters 
  • Operations Headquarters 
  • Department of Security and Surveillance 
  • Organized events across all departments stores in Taiwan to engage in close communication with consumers 
  • (Content) SKM social media followers: LINE: 2.82 million; Facebook: 1.238 million; Instagram: 127,000 
  • Customer feedback: 27,423 cases 
  • In 2025, continued to maintain ISO 27001:2022 and ISO 27701 information security compliance certifications, ensuring the validity of information security certificates 
  • Important mainframe computers were integrated into the MDR (Managed Detection and Response) endpoint monitoring platform, enabling 24/7 monitoring and immediate alerts for suspicious activities. 
  • Implemented DLP (Data Loss Prevention) to prevent the leakage of sensitive data from user endpoint devices across all stores, ensuring that unauthorized users cannot access, misuse, or leak sensitive information 
Shareholders/Investors 
Creating favorable value returns for shareholders/investors and ensuring stable operating funds for SKM make shareholders/investors crucial partners on the path to sustainability. 
  • Operational Performance 
  • Customer Relationship Management 
  • Sustainable Supply Chain 
  • Product Quality & Product Content Responsibility 
  • Information Security and Privacy Protection 
  • Risk Management 
  • Corporate Governance and Ethical Management 
  • Board Meetings/Quarterly 
  • Shareholders' Meeting / Annual 
Office of the President 
  • Convened seven board meetings 
  • Convened one shareholders' meeting 
Employees 
Employees are invaluable assets in our commitment to outstanding services and sustainable competitiveness. 
  • Product Quality & Product Content Responsibility 
  • Customer Relationship Management 
  • Digital Innovation 
  • Sustainable Supply Chain 
  • Information Security and Privacy Protection 
  • Risk Management 
  • Corporate Governance and Ethical Management 
  • Fair and Healthy Workplace 
  • Labor-management Meetings / 4 times/year 
  • Daily Announcements / As needed 
  • Meetings & Communication / As needed 
  • Education & Training / As needed 
  • Employee Feedback / Immediate, as needed 
  • Operations Headquarters 
  • Employee Welfare Committee 
  • Department of Security and Surveillance 
  • Occupational Safety and Health Department 
  • HQ and SKM department stores held five labor-management meetings in total, while Fayaque and SKM Park each held four. Discussions covered the minimum unit for applying for compensatory leave, limits on flexible leave and seniority-based leave, and awareness initiatives for preventing workplace sexual harassment. 
  • Ten security and surveillance meetings were held. The Department of Security and Surveillance delivered 17 project reports and conducted cross-departmental discussions on 39 issues. 
  • Held 66 Occupational Safety and Health Committee meetings, four sectional meetings with store-wide occupational safety units, and one Occupational Safety and Health achievement presentation. 
Government Agencies 
Government regulations and laws, coupled with efforts from SKM, contribute to achieving sustainable business guidelines. 
  • Sustainable Supply Chain 
  • Customer Relationship Management 
  • Sustainable Consumption Initiatives 
  • Product Quality & Product Content Responsibility 
  • Risk Management 
  • Information Security and Privacy Protection 
  • Corporate Governance and Ethical Management 
  • Government/Association/Correspondences / As needed 
  • Panels & Discussions / As needed 
  • On-site Safety Inspections / As needed 
  • Telephone & Mail Feedback / Immediate, as needed 
  • Operations Headquarters 
  • Operations Headquarters 
  • Marketing Headquarters 
  • Department of Security and Surveillance  
  • Business Planning Division  
  • Occupational Safety and Health Department  
  • Office of the President
  • (Occupational Safety) In response to the new “Occupational Safety and Health Management Guidelines for the Commercial Service Industry” issued by the Department of Commerce, SKM completed the revision and announcement of the “Occupational Safety and Health Work Guidelines” on November 28, 2024, and the update of the “Counter Work Log” on December 27, 2024. 
  • (Security/Surveillance and Information Security)In 2024, SKM fully implemented the SKM Personal Information Protection & Management Guidelines in response to government requirements for mechanisms that protect the public's personal data. 
  • (Information Security)SKM was invited by the Ministry of Economic Affairs to conduct an inspection over information security administration. We responded according to the official letter, and after review by professional personnel from the Ministry of Economic Affairs, no additional information was required. 
Counter Vendors 
Working together with counter vendors to create excellent services and products for customers and establish sustainable trends in the department store industry. 
  • Product Quality & Product Content Responsibility 
  • Digital Innovation 
  • Customer Relationship Management 
  • Social Good and Arts & Culture Promotion 
  • Risk Management 
  • Information Security and Privacy Protection 
  • Fair and Healthy Workplace 
  • Corporate Governance and Ethical Management 
  • Morning Meeting Announcements / Daily 
  • Vendor Visits & Key Corporations / As needed 
  • Supplier Service Section / As needed 
  • Vendor Kickoff & Exchange Conference / Annual 
  • Telephone & Mail Feedback / Immediate, as needed 
Administration Headquarters
Held a Lunar New Year celebration for SKM partners, with a total of 459 SKM partners celebrating together
Consumers, shareholders/investors, employees, government agencies, counter vendors, suppliers and contractors, and media 
Suppliers are integral to creating a safe and satisfactory shopping environment. 
  • Low-carbon Energy Management 
  • Talent Attraction and Retention 
  • Sustainable Consumption Initiatives 
  • Sustainable Supply Chain 
  • Risk Management 
  • Information Security and Privacy Protection 
  • Fair and Healthy Workplace 
  • Product Quality & Product Content Responsibility 
  • Corporate Governance and Ethical Management 
  • Supplier Coordination Meetings / As needed 
  • Suppler Promotion Events / As needed 
  • Telephone & Mail Feedback / Immediate, as needed Corporate / As needed 
  • Supplier Service Section / As needed
  • Administration Headquarters 
  • Operations Headquarters 
  • Marketing Headquarters 
  • Sustainability Office 
  • In 2025, a briefing session for the anniversary promotion gift suppliers was held with eight suppliers to discuss the procurement requirements, packaging specifications, and timelines for promotional gifts to ensure quality and timely production. 
  • (Information Security/Information) During the 2025 Chinese New Year holidays and anniversary sales period, established an emergency contact system with 16 system vendors to maintain stable operation of business systems. 
  • Regular public relations and advertising meetings were held with advertising agencies for key promotional periods (such as Kali HIGH, Mother's Day, and Anniversary Celebrations). 
  • (Planning) For large-scale events like concerts, the Planning and Events Department, department stores, and the contracted event planning company held multiple coordination meetings (14 weekly online routine meetings and 3 coordination meetings) to confirm division of responsibilities, processes, traffic flow, and event safety to ensure all aspects of the events were well executed. 
  • Before the Dragon Boat Festival, Mid-Autumn Festival, and Lunar New Year gift pre-order campaigns in 2025, the Owned & Distributed Brands Department discussedinformation security and privacy protection matters with suppliers.
Communities & NGOs/NPOs 
Adhere to the principle of “giving back to society” and leverage our influence through caring for local communities and collaborating with NGOs. 
  • Circular Economy and Waste Management 
  • Talent Attraction and Retention 
  • Product Quality & Product Content Responsibility 
  • Customer Relationship Management 
  • Information Security and Privacy Protection 
  • Risk Management 
  • Fair and Healthy Workplace 
  • Corporate Governance and Ethical Management 
  • On-site Events / As needed 
  • In-person Visits / As needed 
  • Telephone & Mail Feedback / Immediate, as needed 
  • Administration Headquarters 
  • Marketing Headquarters 
  • Shin Kong Mitsukoshi Cultural and Educational Foundation 
  • In 2025, five department stores—Taoyuan Station, Tainan Xiaobeimen, Tainan Place, Kaohsiung Zuoying, and Kaohsiung Zhongshan—worked respectively with the Home 4 Baby Association, World Vision Taiwan, Taiwan Fund for Children and Families, Zhongshan Social Caring Association, and government agencies to organize Christmas gift drives. Each drive quickly reached its target, collecting a total of 650 gifts. 
  • The Shin Kong Mitsukoshi Cultural & Educational Foundation's SKM Children's Arts Program entered its third consecutive year in 2025, reaching seven schools across seven cities and counties and supporting 238 students. 
  • Donations and sponsorships exceeded NT$21 million in 2025, deepening SKM's corporate social impact. 
Media  
Media coverage and marketing impact company reputation and stakeholder perception. 
  • Social Good and Arts & Culture Promotion 
  • Product Quality & Product Content Responsibility 
  • Sustainable Consumption
  • Initiatives 
  • Customer Relationship Management 
  • Risk Management 
  • Information Security and Privacy Protection 
  • Sustainable Consumption Initiatives 
  • Fair and Healthy Workplace 
  • Corporate Governance and Ethical Management 
  • Circular Economy and Waste Management 
  • Media Luncheons or Dinners / Biannually 
  • Press Conference / As needed 
  • Telephone & Mail Feedback / Immediate, as needed 
Marketing Headquarters
  • Organized two media luncheons or dinners 
  • Held 45 press conferences