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 success of customers or factory operators within the industrial estates is a key factor supporting the Company’s long-term economic growth.

Therefore, the Company has always prioritized its customers, treating them in accordance with business ethics and the philosophy of 'ALL WIN.' The Company also promotes customer engagement and effective relationship management to build strong ties and trust, positioning itself as a strategic partner in business success and mutual growth. The Company has established a comprehensive framework for managing customer relationships as follows.

Customer Relationship Building and Retention

In 2024, the Company served a total of 1,356 customers, including tenants and factory operators across both AMATA industrial estates. As a key stakeholder group, these customers play an integral role in the Company’s long-term success. Maintaining strong and constructive customer relationships is therefore crucial to the Company’s sustainable business operations. To this end, the Company engages with customers through a range of activities and communication channels to understand their needs, expectations, and operational challenges. These insights inform the continuous improvement of products and services, ensuring that the Company can respond effectively and proactively to evolving customer requirements. Moreover, customer engagement efforts aim to foster collaboration in minimizing environmental and social impacts across the supply chain. In 2024, the Company organized several meetings and initiatives to engage customers, as outlined below.

1. Meeting between the Company and customers

  • Customer Communities

    Objective: To serve as a communication platform for information exchange between the Company and its Japanese clients operating within AMATA City Chonburi and AMATA City Rayong Industrial Estates. Japanese companies represent a significant portion of the customer base, accounting for 63% and 26% of tenants in Chonburi and Rayong respectively.

    Membership: 200 Japanese companies in AMATA City Chonburi Industrial Estate and 55 companies in AMATA City Rayong Industrial Estate, totaling 255 companies.

    Number of activities organized in 2024: 16 events

    Number of Participating Companies: All 255 member companies

    Customer Needs and Expectations

    High-quality after-sales service:

    • Development of areas to accommodate the expansion of customer communities and international investors within the industrial estates.
    • Provision of information support related to monsoon preparedness and flood prevention measures.

    Products and Services Developed to Meet Customer Needs

    Hotel Nikko Amata City Chonburi

    • The Company, in collaboration with Fujita Corporation Co., Ltd. and the Japanese Overseas Infrastructure Investment Corporation for Transport & Urban Development (JOIN), jointly developed Hotel Nikko AMATA City Chonburi—a 4-star hotel offering residential accommodations in close proximity to the workplaces of both Thai and international entrepreneurs and investors in the Eastern Economic Corridor (EEC). The hotel commenced operations in 2022.
      In 2024, the hotel also served as a venue for various events aimed at strengthening relationships with industrial operators. These included An Evening of Thanks, a customer appreciation gathering to promote networking and dialogue between the Company’s executives and clients within the estates, and the AMATA Best Waste Management Awards 2024 ceremony, recognizing outstanding waste management practices among tenant companies.

    Knowledge-sharing Platforms

    • Briefing sessions to communicate flood prevention and management plans within the industrial estates, while also providing relevant supporting information.

  • Customer Communities

    Objective: To serve as a central platform for academic knowledge exchange in human resource management among manufacturing companies operating in AMATA City Chonburi Industrial Estate. The initiative promotes education, research, and dissemination of academic knowledge in HR management through seminars and skill-building sessions led by professional speakers.

    Membership: A total of 325 member companies

    Number of activities organized in 2024: 12 sessions

    Number of Participating Companies: 243 companies

    Customer Needs and Expectations

    High-quality After-sales Services:

    • Provision of updated information and insights related to safety laws and regulations, including newly amended or newly announced legislation issued by government agencies.

    Knowledge Exchange on Human Resource Management:

    • Support in delivering knowledge and best practices in various aspects of human resource management to enhance organizational capabilities.

    Products and Services Developed to Meet Customer Needs

    Occupational Health and Safety training service:

    • Comprehensive training programs on occupational health and safety, covering environmental, safety, and occupational health aspects in accordance with legal requirements, identified risk areas, and relevant safety standards. All training programs have been officially registered as required by law.
    • Training on “Legal Compliance in Occupational Safety Practices for Safety Officers in the Workplace.”
    • Training on “Hazardous Chemical Storage, Hazardous Waste Disposal, and Showcases of Best Practices.”
    • Seminar on sustainable waste management titled “The Future of Sustainable Waste Management towards a Low-Carbon Society.”

    Knowledge-Sharing Platforms

    • Meetings for exchanging information on human resource management, covering topics such as employee compensation and benefits policies, relevant labor regulations, strategic HR practices, and constructive disciplinary approaches.
    • Participation and Information Exchange with Chinese Investor Group
    • Connection with a large group of Chinese operators for mutual information exchange

    Products and Services Developed to Meet Customer Needs

    Engagement Activities for Chinese Investor Group

    • Invited Chinese factories by the after-sales service team of Thai-Chinese Industrial Realty Development Co., Ltd., to join the network.

    Knowledge Exchange Forums and Training Seminars

    • Seminar on “Shaping Employee Experience Trends 2025: Focusing on Mental Health & Well-being” conducted by Samitivej Chonburi Hospital.
    • Full-day training session on “Effective Application of AI in HR Development.”
    • Training sessions on leadership development, inspiration building, and psychology related to the Growth Mindset.
    • Legal compliance forums covering topics such as adapting to the new minimum wage of 400 Baht, the use of technology and innovation for PDPA compliance, and guidelines for issuing tax documents in line with Social Security Office regulations.

  • Customer Communities

    Objective: To establish a collaborative network for Corporate Social Responsibility (CSR) among factory operators, healthcare institutions, educational organizations, and AMATA. The Club focuses on joint efforts to care for and develop the surrounding communities of AMATA City Chonburi Industrial Estate. It also aims to promote knowledge sharing on CSR practices and community engagement for sustainable development, enabling each organization to implement CSR activities more systematically and effectively.

    Membership: 199 factory operators in AMATA City Chonburi Industrial Estate, representing 23.5% of all factory operators in the estate.

    Number of activities organized in 2024: A total of 33 CSR-related activities

    Number of Participating Companies: 317 companies

    Customer Needs and Expectations

    High-quality After-sales Services:

    • Knowledge and guidance on understanding and implementing Corporate Social Responsibility (CSR) activities, Creating Shared Value (CSV), and community engagement initiatives that contribute to sustainable development and organizational sustainability.
    • CSR and community engagement initiatives aimed at supporting and improving the well-being of communities surrounding AMATA City Chonburi Industrial Estate.

      Products and Services Developed to Meet Customer Needs

      Community Care Activities / Projects

      • Community care initiatives under the CSR Club aiming to collaboratively enhance community well-being, support educational institutions, and create better access to quality education for local youth.

    • Customer Communities

      Objective: To establish a collaborative network on corporate social responsibility (CSR) among industrial operators, healthcare providers, educational institutions, and AMATA, with a focus on jointly caring for and developing communities surrounding the AMATA City Rayong Industrial Estate. The Club aims to promote knowledge on CSR activities and community engagement to foster sustainable development. It also supports each participating organization in conducting CSR activities more effectively and systematically.

      Membership: 108 factory operators in AMATA City Rayong Industrial Estate, representing 2% of all factory operators in the estate.

      Number of activities organized in 2024: A total of 26 CSR-related activities

      Number of Participating Companies including membership and non-membership: 150 companies

      Customer Needs and Expectations

      High-quality After-sales Services:

      • Knowledge and information to enhance understanding of CSR activities, implementation of social responsibility initiatives, creating shared value (CSV), and community engagement practices to support sustainable development and strengthen long-term organizational sustainability.
      • CSR initiatives and community engagement programs aimed at supporting and uplifting local communities surrounding AMATA City Rayong Industrial Estate.

      Products and Services Developed to Meet Customer Needs

      Community Care Activities / Projects

      • A meeting to jointly develop community initiatives focusing on improving educational access and opportunities for youth, enhancing environmental quality, and restoring and conserving local water resources.
      • Collaborative activities among factories in AMATA City Rayong Industrial Estate, such as National Children's Day, blood donation campaigns, commemorative tree-planting events, community reforestation, job fairs, aquatic animal release activities, friendship sports events, flood relief efforts, and school development initiatives.

    • Customer Communities

      Objective: To serve as a central platform for communication and exchange of knowledge on occupational health, safety, and environmental practices between the industrial estate and tenant factories within AMATA City Rayong Industrial Estate. The Club also provides advisory support on regulatory compliance for factory operations and delivers training programs to enhance the knowledge, skills, and capacity of factory personnel in OHSE management

      Membership: 155 companies

      Number of activities organized in 2024: 1 session

      Number of Participating Companies: 20 companies

      Customer Needs and Expectations

      • Updates on Regulations and Information Sharing on Occupational Health, Safety, and Environmental Management
        • Updated information on newly enacted environmental and safety regulations, including guidance for preparation and compliance with upcoming regulatory changes.
        • Knowledge and best practices in OHSE management for application within industrial facilities.
      • Emergency monitoring and preparedness and mutual aid mechanisms within the industrial estate

      Products and Services Developed to Meet Customer Needs

      • The 2024 Annual Safety Training Curriculum to meet client needs by providing legally required knowledge and raising employee awareness within industrial operations.
      • Training on “Techniques for Developing Fire Prevention and Suppression Plans for Industrial Operations.”
      • A technical seminar on “Legal Compliance for Occupational Safety Officers in Workplace Safety Practices.”
      • 2024 annual emergency response drills, covering chemical spills, gas leaks, and fire incidents.

    • Number of activities organized in 2024: 2 sessions

      Number of Participating Companies: 300 companies

      Customer Needs and Expectations

      • Waste and by-product management within factories and across the industrial estate

    • Number of activities organized in 2024: 2 sessions

      Number of Participating Companies: 149 companies

      Customer Needs and Expectations

      • Reliability in the quantity and quality of water supplied to factories.
      • Preparation for flood and drought management within AMATA

    Customer Safety

    The Company emphasizes the importance of the safety of customers operating in AMATA Industrial Estates, whether in common areas or through effective emergency management. Furthermore, the Company has not only established a fire station according to the regulations of the Industrial Estate Authority of Thailand on Utilities Systems, Facilities, and Service Standards for Eco-Industrial Estate (B.E. 2557, 2014) but has also established two Emergency Response Centers in AMATA City Chonburi Industrial Estate and one Emergency Response Center in AMATA City Rayong Industrial Estate. All Emergency Response Centers are operated by competent firefighters and disaster relief specialists who have received legal training and can be reached 24 hours a day via their direct phone lines.

    In addition, the Company anticipated the possibility of emergencies such as fires and chemical leaks inside factories in the industrial estates, which are beyond the Company’s management authority. The Company, therefore, established an industrial firefighting school to provide training services in both theory and practice on safety, occupational health, a good working environment, and fire prevention and suppression in the workplace to the factories located in AMATA City Chonburi Industrial Estate and AMATA City Rayong Industrial Estate, in order to promote both industrial estates as safe areas with the occupational health and working environment required by law and to ensure that the employees working in the establishments can respond properly in the event of a fire in their workplaces.

    In 2024, the Company suppressed 11 fire incidents for its customers in both industrial estates. Furthermore, the Company has implemented the following activities to promote occupational health and safety in the areas of AMATA Industrial Estates:

    • The Company had organized basic firefighting, fire evacuation drills, and other safety-related training for the factories
    • The Company had organized basic firefighting, fire evacuation drills, and other safety-related training for the factories in both industrial estates, both onsite and online, with a total of 910 classes and a total of 124,901 trained factory workers.
    • The Company organized an on-site and online emergency control drill (chemical leaks, gas leaks, and fires) for the year 2024
    • The Company, in collaboration with the offices of AMATA City Chonburi Industrial Estate and AMATA City Rayong Industrial Estate, organized an on-site and online emergency control drill (chemical leaks, gas leaks, and fires) for the year 2024 to equip staff of the Emergency Response Centers with preparedness in responding to emergencies and to develop expertise in operations, communications, equipment use, and so on, in order to control and mitigate incidents for factory operators and people in nearby areas in a timely manner
    • The Company organized a seminar on “Ensuring Workplace Safety Compliance for Occupational Safety Officers”
    • The Company, in collaboration with the Chonburi Labor Protection and Welfare Office, the Occupational Safety Center Region 2 (Chonburi), and the Occupational Health and Safety of the Industrial Estate Authority of Thailand, organized a seminar on “Ensuring Workplace Safety Compliance for Occupational Safety Officers” to disseminate legal knowledge, promote state-driven occupational safety management policies, and equip Safety Officers (SO) with the necessary guidelines for managing occupational safety, health, and environmental conditions in factories. The seminar aimed to enable Safety Officers to apply these best practices effectively, ensuring compliance with legal requirements and promoting a safer work environment.
    • The Company organized a training course on “Technical Strategies for Developing Fire Prevention and Suppression Plans in Industrial Operations.”
    • The Company, in collaboration with the AMATA City Rayong Industrial Estate Office, the AMATA City Rayong Occupational Safety, Health, and Environment Association, and Sumitomo Rubber (Thailand) Co., Ltd., organized a training course on “Technical Strategies for Developing Fire Prevention and Suppression Plans in Industrial Operations.” The objective was to develop and enhance the knowledge and capabilities of safety officers in industrial facilities, ensuring a clear understanding of fire prevention planning principles and methods. Participants were trained to apply this knowledge in alignment with legal requirements and adapt it to their organizational context. The training also served as a guideline for effective and timely fire emergency response.
    • The Company organized seminars on "Preventing Industrial Accidents in Hazardous Chemical Storage" and "Showcase: Hazardous Waste Disposal"
    • The Company organized seminars on "Preventing Industrial Accidents in Hazardous Chemical Storage" and "Showcase: Hazardous Waste Disposal" for businesses operating in AMATA City Chonburi Industrial Estate and AMATA City Rayong Industrial Estate. The objective was to promote workplace safety in handling, storing, and disposing of hazardous chemicals, ensuring efficient risk mitigation and accident prevention within industrial operations.

    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. Upon receiving a customer complaint, the responsible party will forward the complaint to the relevant department for resolution within the specified time frame. Once the issue is resolved, the customer will be contacted to report the resolution. The complaint will then be recorded in the Company’s complaint database for future reference and improvement.

    In 2024, the Company received a total of 489 complaints regarding utilities and services. These complaints were categorized as follows: 180 complaints related to issues in raw water, tap water, and wastewater management, accounting for 36.81% of all complaints; 136 complaints regarding solid waste management, representing 27.81%; 110 complaints about traffic problems, which accounted for 22.49%; and 63 complaints concerning basic public utilities, making up 12.88%. All complaints have been addressed and feedback provided to the customers, with a resolution rate of 100%.

    The responsible departments have analyzed customer complaints to determine appropriate corrective and preventive measures, which were subsequently presented to the management meetings for acknowledgment and approval. For example, in response to traffic-related complaints, AMATA Facility Services Co., Ltd. conducted a comprehensive analysis based on complaint data collected over the past three years. This analysis included factors such as primary and secondary causes of accidents, frequently affected areas, severity of incidents, urgency levels requiring resolution, and potential risks of recurrence, as well as on-site conditions. The findings were used to develop targeted solutions encompassing both engineering infrastructure and management strategies. In addition, advanced technologies were identified and incorporated to enhance operational effectiveness. Post-implementation, the Company also conducted regular follow-up inspections of the improved areas to assess the success and efficiency of the corrective actions taken.

    Customer Satisfaction

    The Industrial Estate Authority of Thailand (IEAT) conducts an annual customer satisfaction survey across 46 industrial estates nationwide. The survey evaluates seven key areas: 1) products and services, 2) pricing for land sales, leases, maintenance fees, water, and other service charges, 3) customer service points, 4) communication channels, 5) staff quality, 6) service processes and procedures, and 7) the physical environment within the industrial estates.

    In 2024, the survey results showed that AMATA City Chonburi Industrial Estate received an average satisfaction score of 95%, while AMATA City Rayong Industrial Estate achieved 92.6%, both exceeding the Company’s target of 90%.

    Additionally, to obtain more detailed insights into customer satisfaction within the AMATA Industrial Estate, the Company conducted a customer satisfaction survey annually through questionnaires and direct interviews with 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.

    In 2024, the Company conducted a customer satisfaction survey in both AMATA Industrial Estates, covering 10 aspects related to products and services: 1. Water and wastewater management; 2. Roads, traffic signals, signs, and streetlights; 3. Safety and security; 4. Emergency preparedness and crisis management; 5. Public and green space management; 6. Waste management; 7. Telecommunication and internet services; 8. Industrial estate services to meet stakeholders' needs; 9. The Company’s employee services 10. Communication channels and activities.

    The customer satisfaction scores for AMATA City Chonburi Industrial Estate and AMATA City Rayong Industrial Estate were 78.2% and 79.7% respectively, both representing an increase from 2023. Moving forward, the Company plans to enhance its customer relationship management processes by establishing more diverse and specific customer communities to closely monitor customer needs and expectations. Additionally, efforts are underway to improve the efficiency of complaint management processes to elevate product and service satisfaction levels.

    Start
    Building the Future
    with AMATA

    Talk With Our Consultants

    Start
    Building the Future
    with AMATA

    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

    (+856) 21 810007
    (+856) 20 5710007 (Chinese)
    (+856) 20 57550007 (English)

    © AMATA CORPORATION PCL. All rights reserved.  Web by Toneyes  Web by Toneyes