Creating Value for Society

Building Better Customer Experience

Risk

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.

Opportunities

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.

Management Approach

The Company has always given importance to its customers under the “ALL WIN” philosophy that the success of customers or manufacturing operators in AMATA industrial estates plays a major part in supporting the Company’s long-term economic growth.

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:

Customer Relationship Building and Retention

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:

1. Meeting between the Company and customers

AMATA Japanese Society

12 Meeting of Activities
200 Companies of Participants

HR Association of AMATA City Chonburi (HRA)

8 Meetings of Activities
250 Companies of Participants

AMATA City Chonburi Safety and Environment Group (ASEG)

1 Meeting of Activities
215 Companies of Participants

AMATA City Rayong Management Group (ACMG)

7 Meetings of Activities
96 Companies of Participants

Waste management meeting

1 Meeting of Activities
300 Companies of Participants

Water management meeting

1 Meeting of Activities
100 Companies of Participants

AMATA Fights COVID Meeting by Mr. Vikrom Kromadit

3 Meetings of Activities
700 Companies of Participants

2. Activities with customers to build community engagement

CSR AMATA City Chonburi

11 Meetings of Activities
191 Companies of Participants

CSR Volunteer AMATA City Rayong

21 Activities of Activities
88 Companies of Participants

Customer Complaint Management

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.

Customer Satisfaction

The Company conducts a customer satisfaction survey annually through questionnaires and direct interview by the Company’s staff. The Company also held a meeting with high-level executives of factories and entrepreneurs in each industry to learn about the changing trends in customer needs in the future as well as the customers’ problems and concerns that require support from the Company, such as products and services related to climate change and coordination with government agencies regarding rules, regulations, and restrictions that hinder today’s ESG-focused business practices. The Industrial Estate Authority of Thailand, on the other hand, has conducted customer satisfaction surveys in 40 industrial estates across Thailand.

In 2022, the Company has set a customer satisfaction target of at least 90% based on results from the Industrial Estate Authority of Thailand and the Company’s own survey. The survey results, including customer satisfaction scores, problems, and suggestions, were presented to the Company’s management for further improvements of the products, services, and operational procedures.

The results of the customer satisfaction survey conducted by the Company in 2022 revealed that customer satisfaction score in AMATA City Chonburi Industrial Estate was 75.12% and in AMATA City Rayong Industrial Estate was 74.24%, which increased from 2021 in both industrial estates. However, the Company did not achieve its target this year; therefore, it intends to continue developing the customer relationship management process by establishing a more diverse and specific customer community, closely exploring customer needs and expectations, and improving the efficiency of the complaint management process, all of which will enhance customers’ satisfaction with products and services.

The results of the customer satisfaction survey conducted by the Industrial Estate Authority of Thailand for the year 2022 revealed that AMATA City Chonburi Industrial Estate received an average customer satisfaction score of 93% and AMATA City Rayong Industrial Estate received an average customer satisfaction score of 92.2%.

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Talk With Our Consultants

Contact us for more details.

Thailand

+66 38 939 007

Vietnam

+84 251 3991 007 (South)
+84 203 3567 007 (North)

Myanmar

+95 1 230 5627

Laos

+85 620 5758 0007

Building Better Customer Experience