Customer Service

Service Spirit

Kedge Construction’s overarching corporate philosophy centers on “delivering premium building services, executing high-caliber engineering works, and championing corporate social responsibility.” Every commercial building and private residence we erect represents the lifelong sanctuary and home of our clients. Creating refined, superior service pathways that allow clients to occupy their properties with absolute peace of mind―while continually delivering meaningful lifestyle values―stands as the definitive, unyielding mission shared by every member of the Kedge team.

Customer Service Philosophy

 Customer Maintenance Channels

Grounded in our core philosophy of delivering premium building services, we treat every single maintenance and repair request submitted by our clients with the utmost urgency and importance. To this end, we assign dedicated, single-window service specialists to all projects during their warranty period, ensuring clients never face the frustration of having their maintenance requests ignored or left unresolved.

To guarantee rapid response times, we have diversified our warranty intake channels. In addition to conventional touchpoints―such as telephone, fax, mail, and in-person visits―we have integrated direct instant-messaging channels with our dedicated repair teams. Upon receiving a request, our personnel will contact the client within 24 hours to proactively schedule an on-site joint inspection.

Attentive Maintenance

Upon notification, our dedicated maintenance team conducts an on-site walkthrough alongside the client to diagnose the root cause of the issue, leveraging engineering expertise to verify warranty coverage. For all items falling within our warranty obligations, a Client Action Tracking Form is immediately generated and logged into our centralized After-Sales Service Control Ledger. This structured workflow ensures rigorous oversight and rapid execution, allowing clients to return to a fully functional living environment in the shortest time possible.

If the issue is outside the warranty responsibility, we still uphold the spirit of service first, providing relevant repair service suggestions and assisting in finding suitable vendors to handle the issue. This ensures customers can resolve problems quickly, maintaining good and friendly relations even after the service is completed.

Stakeholder Testimonial: National Taiwan University Hospital Hsinchu Branch
Stakeholder Testimonial: National Taiwan University Hospital Hsinchu BranchYi-ren Weng, Technician, Facility Engineering Department, National Taiwan University Hospital Hsinchu Branch
Within a healthcare facility, the flawless and stable operation of architectural infrastructure and mechanical systems serves as the ultimate bedrock of patient safety. Throughout our warranty and maintenance partnership, we have experienced firsthand the extraordinary and distinctive service ethos that sets Kedge apart. Unlike conventional contractors who often exhibit passive or evasive postures once a project concludes, your team has consistently demonstrated a highly commendable level of proactiveness. Whether a ticket is logged through instant messaging channels or over the phone, the Kedge team bypasses bureaucratic friction, prioritizing immediate problem-solving above all else. Technicians routinely arrive on-site shortly after a notification is dispatched―an level of agility that is profoundly invaluable in a hospital setting where every second counts.

We are particularly moved by Kedge's expansive definition of "corporate accountability." We vividly recall instances of HVAC or electrical disruptions where Manager Mr. Gong and Assistant Manager Mr. Liu from your After-Sales Service Department personally rushed to the scene to troubleshoot alongside us. Their absolute professional rigor continues to command the highest praise from our internal facility management team today. Their interventions did more than resolve critical hospital vulnerabilities; they embodied a culture that truly treats our facility with the care one would show their own home. Furthermore, we extend our deepest gratitude for your commitment to knowledge transfer, truly practicing the philosophy that "it is better to teach a man to fish than to give him a fish." While addressing warranty items, your experts never hesitated to share technical insights, patiently educating our staff on core material behaviors―such as silicone sealant degradation and structural stress-induced plastic deformation―alongside critical strategies for preventive maintenance. This selfless sharing of expertise has significantly elevated our own facility engineering capabilities, equipping us with the analytical foresight and technical direction required to navigate future structural challenges independently.

What your team has delivered is far more than a premium medical facility; it is an enduring source of "trust and organizational confidence." The spirit of ESG sustainability woven into every technical detail reaffirms our absolute conviction that choosing Kedge was the right decision. We look forward to continuing our Stakeholder Testimonial: Baogao Science and Intellectual Park partnership to jointly safeguard this vital sanctuary of healthcare excellence.
Stakeholder Testimonial: Baogao Science and Intellectual Park
Stakeholder Testimonial: Baogao Science and Intellectual ParkJhen-jia Hsu, General Manager, Gowin Building Management And Maintenance
I would like to extend my deepest appreciation to the entire Kedge Construction team for their exceptional cooperation during the post-completion warranty phase at "Baogao Science and Intellectual Park." As the General Manager dispatched to the park by Gowin Building Management And Maintenance Co., Ltd., a primary focal point of my daily oversight centers on safeguarding public facility operations and ensuring structural and electromechanical stability across the Park. The Park encompasses complex Mechanical, Electrical and Plumbing (MEP) systems, public domain facilities, and extensive auxiliary infrastructure. Any minor operational friction left unaddressed could compromise tenant experience and tarnish the Park's premium corporate image. Consequently, our administration maintains the highest standards regarding warranty tracking and corrective actions. To this end, Kedge Construction deserves significant recognition for their highly proactive engagement throughout the post-handover warranty window. Whenever anomalies are flagged during routine property patrols or escalated by tenant enterprises, we log tickets via digital messaging channels complete with photographic evidence. Kedge’s dedicated project engineers consistently respond with remarkable speed, proactively aligning joint site inspections through a highly structured, exceptionally efficient workflow. Compared to more bureaucratic, conventional repair workflows, this dynamic, real-time communication framework has dramatically shortened our incident response times.

During site inspections, Kedge's engineering teams consistently bring high-level technical expertise to diagnose root causes, clearly clarifying warranty parameters while providing actionable remediation strategies and definitive resolution timelines. This thorough, on-site alignment ensures that subsequent repair executions proceed seamlessly, while empowering our property management administration to maintain highly robust maintenance ledgers and tracking frameworks. Furthermore, even when specific items fall outside contractually mandated warranty boundaries, the Kedge team routinely extends technical advice and facilitates warm introductions to qualified vendors, showcasing an exemplary service ethos and profound corporate accountability. This willingness to extend support beyond basic contractual parameters yields highly tangible operational advantages for our long-term property maintenance strategy. On the whole, I am deeply grateful for the technical precision, communicative agility, and collaborative spirit demonstrated by Kedge Construction throughout this warranty cycle, all of which have been foundational to preserving the stable operations of the facilities in the Park. Should future expansion projects or facility management milestones arise, we look forward to sustaining this partnership to collectively uphold the premium quality and structural integrity of Baogao Science and Intellectual Park.

Attitude Towards Sustainable Management

For cases beyond the warranty period, Kedge Construction also provides enhanced permanent service-oriented construction services, conducting annual visits and caring for past clients to maintain good interaction with them.

For cases within the warranty period, to ensure that service quality meets clients’ trust and expectations, project repair personnel request client feedback forms for each repair case completed, using these forms for subsequent adjustments and improvements.

Customer Satisfaction

Our construction engineering after-sales service team consistently maintains a “customer-first” service philosophy while continuously striving to deliver exceptional after-sales service quality. Throughout the past year, customer evaluations of our services have remained overwhelmingly positive, representing significant recognition and motivation for our team. Each customer’s satisfaction demonstrates our service value while reinforcing our understanding of professionalism and dedication’s critical importance to service excellence.

Whether addressing post-construction repairs, problem resolution, or providing timely responses to concerns, our team handles all matters efficiently and effectively, ensuring every customer experiences confidence and satisfaction when utilizing our engineering deliverables. We appreciate every customer’s trust and will continue with utmost sincerity to enhance service quality continuously, ensuring all services exceed customer expectations.

For 2025, this department established a customer satisfaction survey target of 85 points or above. Seven cases underwent annual monitoring, with 48 questionnaire surveys distributed across these projects, achieving a 100% response rate. The collected survey analysis yielded an average score of 93 points for Kedge’s after-sales repair services, surpassing our annual objective. (Individual project scores: Messe Taoyuan Center case – 91 points; Academia Sinica South Campus case – 93 points; NTUH Hsinchu Branch case – 93 points; Taipei Veterans General Hospital case – 95 points; Nanmen Market case – 92 points; Nanhu Elementary School case – 93 points; Baogao Science and Intellectual Park case – 94 points).

Repair Feedback

An elite team must look inward as well as outward― supplementing active client listening with continuous, rigorous professional training in fundamental competencies. This commitment ensures that past technical bottlenecks are not replicated in future developments, thereby solidifying client trust and institutional validation. Drawing on historical data, we systematically catalogue and track annual defect variables. High-priority maintenance profiles are compiled into official After-Sales Service Bulletins to facilitate cross-departmental learning. Concurrently, the After-Sales Service Department transforms these historical case studies into interactive, physical training modules tailored for onboarding new personnel, creating a robust shield against engineering regressions.

Customer Recognition

The successful delivery of a major engineering project depends on the seamless alignment of multiple critical phases. These span initial planning and architectural engineering, in-progress construction scheduling and quality control, through to final project handover and acceptance. However, post-handover facility maintenance and preventative care are stages historically overlooked by conventional contractors. At Kedge, we do more than embed integrity, quality, innovation, and sustainability into our leadership philosophy; we place a strategic premium on post-occupancy customer service and feedback loops. We maintain an open channel of communication with our clients, engaging every inquiry with a service- first methodology. Our engineering experts mobilize collaboratively to diagnose technical anomalies, execute precision repairs, and finalize surface restorations, sparing no effort to expedite resolution timelines and consistently exceed client expectations for trust and satisfaction.