Customers are a group of stakeholders who have a significant impact on the Company's performance and sustainability. Their experiences with the Company's products and services, particularly those that directly affect their businesses, are crucial. If the Company fails to serve their needs or maintain a positive relationship with its customers, it may ruin their trust in the Company and the Company’s reputation both regionally and globally. This is because current customers are leaders in many industries with extensive networks that include suppliers in various global supply chains. Consequently, this may influence the decisions of potential investors and future customers to invest in the Company's industrial estates in Thailand and other countries.
Having a good customer experience and creating satisfaction with the Company's products and services will increase business opportunities by convincing customers to repeat their purchases of products and services, refer others, and build confidence and reputation for the Company, which will lead to continuous and sustainable growth. Furthermore, having a close and positive relationship with customers, in addition to understanding their attitudes and opinions towards the Company's products and services, will help the Company develop better products and services. Gathering information from customer engagement also enables the Company to keep up with changing trends in customer demands in various industries and prepare to meet future customers' needs.
Company is, therefore, determined to strengthen customer engagement and effective customer relationship management to build strong relationships and confidence as the partners commit to growing and achieving business success together. In this regard, the Company has set the customer relationship management approaches as follows:
The success of customers or manufacturing operators in AMATA City industrial estates is considered an integral part that supports the Company's long-term economic growth. The Company is, therefore, committed to building and managing good relationships with customers through various participatory channels in order to strengthen the relationships and build confidence as the partners commit to grow and achieve business success together. In 2022, even though it was still under the COVID-19 pandemic situation, the Company kept implementing the activities to build good relationships with its customers as follows:
The Company has provided various easy-access channels for receiving customer complaints and developed a Customer Complaint Management System in accordance with the ISO 14001:2015 standard for its customers to inform the Company directly and receive resolutions within the specified period.
In 2022, the Company received 216 complaints about public utilities and services, consisting of 170 complaints about problems in the raw water, tap water, and wastewater management systems, which represented 78.7% of all complaints. Furthermore, there were 24 complaints about public utilities, 16 complaints about traffic problems, and 6 miscellaneous complaints, representing 11.1%, 7.4%, and 2.8%, respectively. A total of 100% of the complaints have been resolved and notified to the customers.