Construction Services Industry
Kedge Construction’s corporate spirit is “to provide high-quality construction services, insist on highquality construction projects, and fulfill corporate social responsibility.” Every building and house we construct is a future home for our clients. How to establish higher quality and detailed services, allowing clients to move in with peace of mind and continue to convey the value of a happy life, is the shared mission and responsibility of all our colleagues.
We offer proactive services that are “warm-hearted,” “meticulous,” “sincere,” and “professional,” prioritizing the customer. We strive to exceed expectations, be considerate, and close the distance, fully understanding that every interaction with customers is an opportunity to enhance high-quality, warm, and charming service, creating differentiated services that bring customers full satisfaction and happiness.
Customer Maintenance Channels
We base our services on the spirit of providing high-quality construction services and pay great attention to each repair item reported by customers. Therefore, during the warranty period, we offer dedicated services for each case to prevent customers from having nowhere to turn for help with repairs.
For warranty repairs, to quickly resolve customer-reported issues, besides accepting customer reports via phone, fax, letter, and in-person visits, we also provide communication software channels for project repair personnel. We contact customers within 24 hours and actively arrange a site inspection schedule with them.
Attentive Maintenance
After receiving a repair report, the maintenance team will conduct a joint inspection with the customer to understand the actual problem of the reported item and determine from a professional perspective whether it falls within the scope of the project’s warranty responsibility. For repair items within the warranty responsibility, a customer feedback form is immediately established and entered into the controlled repair service management form. This ensures efficient management of repairs, allowing customers to resume normal use of their space and environment as quickly as 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.
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 2024, this department established a customer satisfaction survey target of 85 points or above. Seven cases underwent annual monitoring, with 47 questionnaire surveys distributed across these projects, achieving a 100% response rate. The collected survey analysis yielded an average score of 92 points for Kedge’s after-sales repair services, surpassing our annual objective. (Individual project scores: Largan Precision LP7 case – 91 points; Academia Sinica South Campus case – 90 points; National Taiwan University Hsinchu Biomedical case – 92 points; Taipei Veterans General Hospital case – 94 points; Nanmen Market case – 91 points; Nanhu Elementary School case – 91 points; Pao Kao Smart Industrial Park case – 93 points)
Repair Feedback
A quality team needs to listen to customer feedback and conduct professional training to avoid recurring issues post-construction, thereby gaining customer trust and recognition. We learn from past experiences, effectively controlling and classifying defects each year, and provide key repair items as after-sales notifications for the company’s learning. The after-sales department also provides training courses based on past repair cases to prevent repeated issues.
Customer Recognition
Completing a construction project involves several important links, including initial planning and design, construction planning and control during execution, and final completion and acceptance. Post-completion, building maintenance is also critical, often overlooked by construction companies. Kedge Construction, guided by the principles of integrity, quality, innovation, and sustainable management, places great importance on post-completion customer service and feedback. We listen to our customers and proactively address their concerns with a service-first attitude. Our excellent construction team collaborates to judge repair points, handle repair methods, and restore areas efficiently, earning customer recognition, trust, and satisfaction.
