Most Reliable Services

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 ISO 9001 Quality Management System requirements, CTCI has developed a comprehensive quality management system, while continuing to cultivate internationalized 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 with high quality, and continuously research and improve the mechanism of quality management.
 

Strengthen Employees' Awareness and Compliance with Regulations/Procedures

In principle, CTCI holds an annual Regulations/Procedures Update Briefing, typically led by the President, to reinforce employees' understanding of the latest internal regulations and procedures. The briefing invites relevant department heads and project-level managers and is delivered through a combination of classroom and online training, assessments, and feedback mechanisms to ensure thorough comprehension. In 2025, a total of 360 employees completed the training, amounting to 1,080 training hours, with a 100% completion rate. Furthermore, to ensure that project execution and control requirements are effectively communicated across all functions, materials from the briefing - including agendas, training slides, and course videos - are distributed to departments such as engineering, procurement, construction, and marking & sales. These materials are used for e-learning training, with required courses assigned based on job roles. In 2025, 1,523 employees completed the e-learning modules, totaling 956.7 training hours, again achieving a 100% completion rate. To further maximize training effectiveness, all materials and videos are uploaded to the CTCI University learning platform and are announced via rotating banners on the Company's EIP homepage, encouraging employees to review the content voluntarily.

Since 2020, the Quality Management Department has developed a total of 113 quality related courses on the CTCI University platform, covering eight core areas: quality laws/regulations, quality management system, corporate regulation/procedure awareness, quality management practice, quality professional skills, general quality management, intellectual property protection, and project operation management system. By 2025, a cumulative total of 89 courses - both classroom and e-learning courses - had been delivered. In 2025 alone, 10 courses were updated or supplemented with English versions, focusing on corporate regulations and procedures as well as intellectual property protection. These efforts further enhanced internal compliance management and knowledge transfer.
 

Strengthen Intellectual Property Protection to Develop the Correct Awareness

Amid intense competition in the global market, intellectual property (IP) management is a critical foundation for CTCI to build its core competitiveness. In 2025, CTCI continued to deepen its intellectual property management mechanism. It not only successfully passed the Level A recertification of Taiwan Intellectual Property Management System (TIPS), but also reviewed its intellectual property management policy and comprehensively optimized the annual objectives. Through strict control extended from the headquarters to the construction sites, CTCI has embedded intellectual property protection awareness into its corporate culture, safeguarded intellectual property with concrete actions, and fulfilled its commitment to delivering professional and reliable services to customers.
 

Customer Satisfaction

CTCI conducts a customer satisfaction survey annually to analyze the scores of various satisfaction indicators, which serve as a key reference for improving service quality. The "Customer Feedback Taskforce," convened by the President and composed of crossfunctional members, holds meetings to review survey results and propose improvement recommendations. Relevant departments are then assigned to implement corresponding actions to ensure that service quality meets customer expectations and maintains customer trust.
 

In 2025, CTCI conducted customer satisfaction survey for 32 projects The assessment dimensions included "Professional Management," "HSE," "Quality Management," "Engineering Design," "Engineering Procurement," "Engineering Construction," and "Others," covering intellectual property protection and management as well as sustainability (ESG) performance.
 

Based on a detailed analysis of the projects surveyed in 2025, projects classified as "green engineering" achieved a satisfaction score of 8.77 points, while the score for "ESG performance" reached 8.84 points. Both scores demonstrated highly positive feedback and fully revealed the customers' high recognition and affirmation of CTCI's ESG efforts and achievements. The Company has thoroughly reviewed all customers' ratings and feedbacks received during the year and formulated specific improvement measures accordingly to continuously improve overall service quality.
 

Project Evaluation and Community Communication

CTCI's project teams evaluate project risks in accordance with the Company's project risk management procedures. From the initial bidding stage to the subsequent pricing review stage, project teams adopt different evaluation processes and criteria to ensure the feasibility of projects.

In terms of strategies for addressing various project-specific local risks, CTCI adopts a proactive approach to communicating and engaging with the public. The Company explains mitigation measures for potential impacts to address public concerns, strengthen relationships with local communities, and continuously conducts community engagement and impact assessments. For example, during the project execution stage, if nearby residents or stakeholder groups have concerns, feedback, or complaints regarding project activities, they may contact the site manager, designated engineering personnel, or occupational safety and health personnel based on the contact information disclosed on project notice boards. Responsible personnel will promptly communicate with stakeholders and address the issues raised, or coordinate with relevant departments to provide explanations and responses, thereby ensuring the accessibility and effectiveness of grievance channels throughout project execution.
 

As shown in the strategic diagram, during project execution, the Company holds public meetings, places emphasis on the local ecological environment, and respects the cultural and religious customs of different regions. At the same time, through effective communication, the Company addresses potential impacts with professional and innovative technical capabilities as well as an integrity-driven approach.

Furthermore, the Company continuously conducts environmental monitoring and properly utilizes relevant information to enhance public understanding and oversight. The Company also creates job opportunities, increases local procurement, and makes effective use of local resources. Through these proactive actions, the Company strives to promote harmonious coexistence and mutual development between projects and local communities.