Customer Service

Service Quality

Quality is the foundation of trust. CTCI aims for quality by striving to "do the right thing and do it right the first time." Based on the ISO 9001 Quality Management System - Requirements, we have developed a comprehensive quality management system. We continue to cultivate internationally professional quality management talents and develop information-based quality management tools. This is to prevent and address quality issues, create environmentally friendly green engineering projects, and continuously research and improve our quality management mechanisms.
　
Strengthen Employees' Awareness and Compliance with Regulations / Procedures
In order to help the Group's employees, understand the newly revised regulations and procedures, CTCI organizes a "Briefings of Regulations/Procedure Updates and Announcement of Major Issues" every six months, so the Group can promote its latest project implementations and control requirements in real time. Briefings are presided over by the President and are supplemented by tests after briefings. This serves to strengthen colleagues' understanding on the latest regulations and procedures. After reviewing the suggestions put forth by the colleagues with the responsible unit, the comments will be reported to the high-level executives and then announced on the EIP, and all participating colleagues will be notified via email. In 2023, due to the fewer topics that each unit needs to promote, only one briefing session will be held.

Strengthen Intellectual Property Protection to Develop the Correct Awareness

With the increasingly fierce competition in the global market, major international enterprises are putting more emphasis on the management of intellectual property (IP). The protection and management of IP has become the key to enterprises' core competitiveness. CTCI has been constantly improving intellectual property management. The specific actions were taken in 2023 included establish an Intellectual Property Management Policy, enhance the control of providing document to external parties, track abnormal SOP clicking, continuously conduct Group-wide IP Awareness Evaluation, and hold seminars. CTCI has conducted IP management thoroughly either in daily work or at project construction sites and developed employees' correct concepts and knowledge through speeches and evaluations.

Customer Satisfaction

CTCI collects customer opinions through a variety of channels in order to understand customer needs. For example, business units visit customers of projects in progress every six months to strengthen customer communication and relationship management, and respond and solve problems immediately; after projects enter the warranty period, if customers have service requirements or suggestions, they will be entrusted to the dedicated department for processing as soon as possible. The Company will also continue to track and control the progress of various tasks that need to be completed during the warranty period to improve service quality.
　
CTCI conducts an annual customer satisfaction survey to assess various satisfaction indicators and improve service quality. The "Customer Opinion Task Force," led by the general manager and comprised of cross-departmental members, reviews survey results, proposes improvements, and ensures service quality meets customer expectations. An internal satisfaction survey is also conducted in which project managers are assessed on each engineering department, and the results of the internal survey are compared with customer satisfaction results to further understand and satisfy the needs of each project from the inside out, in order to improve services quality.

To enhance customer service operations, we adjusted the satisfaction survey questionnaire structure starting in 2022. We added sections for "Engineering Design," "Engineering Procurement," "Engineering Construction," as well as "Others" sections covering electronic document management and information technology application, intellectual property protection and control, and performance in sustainability (ESG). We set an annual target of 8 points. In 2023, we conducted customer satisfaction surveys for 24 projects, achieving a 100% response rate. Customers gave an average score of 8.20 on a scale of 1 to 10. Among them, the satisfaction rating of "ESG performance" in the "Others" group focuses on the overall average of 8.50. Projects classified as green engineering have a satisfaction rating of 8.26. This shows that customers are not only concerned about CTCI's ESG, and highly praised the performance of CTCI. All customer ratings and feedbacks for the year have been reviewed in detail and improvement measures have been formulated.

In addition to the aforementioned survey scores, further analysis reveals that there were 18 projects with scores of 7.5 or above. These projects accounted for 75% of the 24 projects surveyed. Moreover, these 24 projects generated 36.05% of the total revenue. The decrease in this proportion compared to the previous year is primarily due to several long-term surveyed projects being in the final stages, while new projects are mostly in the early design phase and have not yet entered the procurement and construction stages. Consequently, they did not meet the survey criteria and were not included in the survey list, resulting in a lower coverage rate compared to the previous year.

Project Evaluation

With the philosophy of "Professionalism, Integrity, Teamwork, and Innovation" and the vision of being "the most trusted global engineering services team," the Company executes various projects. The project team evaluates project risks in accordance with the Company's project risk management procedures and the project risk management flow chart ( as below ), which includes reviewing the tender documents to understand the responsibilities and obligations involved in contract performance, identifying risk events that may have a positive or negative impact on personnel, environment, assets, society and culture, project cost and schedule, analyzing and evaluating their impact and establishing countermeasures. The project risk impact assessment and countermeasures are reported to the Company's Management at the price review meeting, which includes public attitudes towards the project and its possible concerns and doubts, countermeasures to be taken and the impact on competitiveness to ensure that the project can be implemented.
　
In terms of various local risk response planning strategies for various projects, CTCI has been proactively communicating and interacting with the public on relevant mitigation measures for potential impacts. In this way, CTCI can clear up their doubts, build a close relationship with the local community, and continue to engage in community discussions and impact evaluations. For example, if nearby residents and stakeholder groups have complaints on the execution of the project, they can immediately contact the site manager, full-time construction personnel, or work safety and health management personnel by using the public information on the construction bulletin board. The responsible personnel will respond to those complaints in a timely manner or work with other departments to address their concerns in an effectively way.
　
Referring to the strategy diagram shown aside, during project execution, it is important to coordinate with public meetings, prioritize the local ecological environment, respect the cultural and religious customs of different regions, and address potential impacts through appropriate communication with professional, innovative technical capabilities and integrity. Relevant environmental monitoring should also be conducted and information utilized to offer the public understanding and supervision. Additionally, job opportunities should be provided, local procurement increased, and local resources utilized to avoid potential risks and promote harmonious coexistence and mutual development between the project and the local community.