SDGs &
Single Chapter Report
Stakeholder Zone
Kemflo values the opinions of stakeholders and actively communicates to grasp significant sustainability issues, incorporating them into the corporate sustainability development blueprint. Based on industry characteristics, it refers to indicators such as GRI Standards and Sustainability Accounting Standards (SASB), and considers the international standard AA 1000 Stakeholder Engagement Principles to identify and prioritize the degree of relationships with stakeholders.
In 2024, the Company established a Customer Service Management Policy to strengthen client relationships and align on short-, medium-, and long-term goals as well as social responsibility initiatives. Customer engagement occurs through regular and ad hoc meetings, visits, and quarterly/monthly performance reviews or audits.
The Company maintains manufacturing centers and dedicated customer service offices in Taiwan, Nanjing, and the U.S. West Coast, providing timely support on environmental management, social responsibility, and hazardous substance control. Teams assist customers in implementing CSR initiatives, including activities, surveys, audits, and data collection.
Customer satisfaction is assessed annually or upon project completion via surveys. In the 2025 survey for 2024, the response rate exceeded 80%, with 90% of respondents rating services as “satisfied” or higher. Feedback is tracked, analyzed, and reported to senior management to guide medium- and long-term planning.
A Customer Complaint Management Procedure ensures responses within 24 hours and preliminary analysis reports within 5 working days. In 2025, the on-time response rate reached 90%.
Contact Information
Complaint hotline: (+08) 752-4736 #5509 (Quality Department)
Email: customerservice@kemflointernational.com.tw
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