Customer and Facility Services

Creating Quality Spaces,
Providing Thoughtful Service

FEDS adheres to the concept of “operating based on consumers’ desires,” providing high-quality shopping experiences for all customers. In 2024, we continued operating based on “safety, convenience, health, and environmental protection” principles, optimizing software and hardware facilities to ensure every customer enjoys a pleasant shopping experience.
Beyond physical environment management, FEDS seizes every opportunity to create excellent service. We have established a sound service process, continuously innovating to enhance the quality of customer service, deepen staff training, and provide friendly, warm, high-quality service. In response to digital development, FEDS has actively strengthened social media platform management, optimized digital service experiences, and dedicatedly created high-quality services that meet customer expectations from physical to online.

Convenient Facilities for Easy and Comfortable Shopping

Considering the wide age range of customers of FEDS, we have made a lot of careful planning in the three major aspects of store facilities, traffic flow arrangement, and service design. We also provide services such as parent-child toilets, wheelchair rental, and accessibility facilities for the individual needs of mothers, infants, children, and seniors. We take care of the needs of different customer groups and create a shopping environment suitable for the whole family and all ages.

Comprehensive Service Facilities

Care for Women and Children

Strollers, nursery rooms, parking spaces for pregnant women, etc

Silver-Haired LOHAS

Wheelchair rental, accessible friendly elevators, etc.

Thoughtful and Convenient

Clothing alteration rooms, courtesy umbrellas, storage lockers, etc.

Easy and Convenient

Bicycle racks, shuttle buses, ATMs, accessible parking spaces, etc.

Health Protection

Hand sanitizer dispensers, basic first aid kits, etc.

Safety and Security

AED facilities, safe waiting areas, emergency service bells, etc.

Number of Electric Vehicle Charging Stations

Unit: Station

Electric Vehicle Charging Stations

As of the end of 2024, FEDS has installed 81 electric vehicle charging stations across 10 branches nationwide, marking a 31% growth from the previous year. Going forward, FEDS will continue to assess the installation of electric vehicle charging stations to offer customers more convenient and environmentally friendly green services.

Mobile Power Bank Rentals

Through “shared power bank” rental service, FEDS assists customers by addressing the inconvenience of running out of battery while shopping and promotes the sustainable concept of “renting instead of purchasing.” In 2024, 8 branches (including large in-store counters) have set up a total of 452 power banks, representing a 9% increase from the previous year.

Number of Shared Mobile Power Banks

Unit: Device

For more information on the service facilities, please refer to the official website.

Real-Time Notification to Keep the Department Store Safe

FEDS has established a comprehensive incident reporting process for accidents that occur within stores. In 2018, the company formulated the “Operating Site Accident Handling Standard” and implemented the “Online Incident Reporting System” in 2019 to streamline reporting channels. FEDS has also established a system for reviewing and improving operations. Through regular floor inspections, timely broadcast reminders, and enhanced safety training for counter personnel, the company aims to prevent accidents from happening.

Obtaining AED Certification to Create a Safe Place

FEDS has a total of 22 Automated External Defibrillators (AEDs) installed at all its stores across Taiwan, each of which has been certified as an “AED Safe Place.” To enhance employee skills training, equipment management, and provide a safe environment, FEDS has appointed 16 AED management personnel, representing a 23% increase from the previous year. Additionally, over 70% of employees at each branch have completed AED and Cardiopulmonary Resuscitation (CPR) training courses, familiarizing themselves with relevant emergency procedures.

Additionally, FEDS has established first aid personnel at each of its operating locations in compliance with the law, ensuring they receive safety and health education and training as required by law. FEDS surpasses the standard required by regulations in the allocation of first aid personnel, with 93 first aid personnel deployed in 2024, representing a 13% increase from the previous year. This exceeds the legally mandated number by 45 personnel, demonstrating FEDS’ commitment to safeguarding customer safety.

AED

Emergency Personnel

Quantity

Management Personnel

Statutory Number of People

Actual Number of People

More Than the Statutory Number of People

Establishing Well-Rounded Service through ISO Certification

FEDS values customer service quality and has been implementing a quality management system since 2007, obtaining ISO 9001 certification and gradually introducing it to other branches. By establishing a quality management system, we aim to maintain excellent customer service quality and sustain long-term trust with customers. In 2024, four FEDS branches continued to pass the ISO 9001:2015 recertification audits conducted by Afnor International Limited, focusing on quality management system processes, operational environment of customer-related processes, and contractor management.

Passed ISO Quality Management System Certification

Professional Training Creates High Quality Services

Perfect service comes from solid professional training. FEDS has established a “Customer Service Personnel Handbook” and designed a standardized training process to ensure that staff can adhere to the service creed under professional training, with punctuality, grooming, and neatness as basic service requirements, and welcoming each customer with a cordial, professional, and enthusiastic attitude.

FEDS arranged orientation training course for newly recruited customer service personnel in 2024, providing professional skills training including service etiquette, customer reception, exchange operations, and digital system operation. Through the experience sharing from senior colleagues and diverse development courses, employees received comprehensive training.

Customer Service Training Implementation Status

Listen Carefully, Respond Quickly to Needs

FEDS recognizes that customers are our best teachers, and every suggestion and feedback will help us improve. FEDS has established operational guidelines such as the “Customer Satisfaction Procedures,” “On-site Customer Opinion Handling Measures,” and “Customer Product Service Management Regulations” to ensure that every customer’s feedback receives a prompt response, enhancing satisfaction with the company.

The company has established multiple communication channels to carefully listen to suggestions and continuously optimize improvements, cultivating positive interactions with customers in efforts to provide the highest quality service. Personnel handling customer feedback adhere to a prompt, attentive, empathetic, and customer-centric approach to assist customers in addressing their concerns promptly.

Customer Feedback Channel

Department Store

Service counter, customer service center, floor supervisor, customer feedback form

Telephone Contact

Customer service line, toll-free number

Official Website

FEDS Online, email

FEDS APP

Click on "Contact Us"

Customer Feedback Processing Procedures

Submit

Customer comments

Confirm

Confirm the cause of the incident, contact information, etc.

Notify

Notify the responsible unit

Process

Processed by the responsible unit

Report

Report the processing result within three days