Sustainable Customer Relationship Management
Supporting the SDGs Goals
Goal 9:
Goal 10:
Goal 17:
Goal and Performance Highlights
Goal
Performance
Goal
Performance
Goal
Performance
Customer Satisfaction Survey 2024
| Company | Total number of industrial customers (persons) | Number of customers who have completed the satisfaction assessment (persons) | Number of customers who are satisfied with the target set | Target (%) | Average Satisfaction Results (%) |
|---|---|---|---|---|---|
| Ratch Pathana Energy Plc. | 50 | 50 | 50 | 90.00 | 93.13 |
| Sahacogen Green Co., Ltd. | 2 | 2 | 2 | 95.00 | 95.10 |
| SahaGreen Forest Co., Ltd. | 2 | 2 | 2 | 97.00 | 97.29 |
Challenges and Opportunities
Ratch Pathana and affiliates Group places strong emphasis on operating its power plant business with responsibility and sustainability across every dimension of the business chain. Managing relationships with customers is a key strategy that helps build trust and long-term collaboration among the company, its customers, partners, and suppliers, fostering resilient and sustainable relationships.
Our approach to customer relationship management is guided by principles of transparency, fairness, and mutual value creation. This ensures confidence in our delivery of high-quality, safe, and reliable electricity services. We continuously focus on enhancing the efficiency of our production systems to effectively meet customer demands.
In addition, we prioritize fair and transparent engagement with partners and suppliers, strengthening relationships that support sustainable business practices. We actively encourage our suppliers to align with sustainable development standards while ensuring data security and promptly addressing customer feedback and concerns
Management Approach and Value Creation
As a company committed to delivering quality services and building customer trust, we have established clear policies and measures to foster strong and sustainable relationships with our customers. Our approach emphasizes transparency, data security, and effective responsiveness to customer needs. Key initiatives include
Policies and Practices for Protecting Customer Data
Our company is dedicated to safeguarding customer data with strict adherence to data protection laws, such as the Personal Data Protection Act (PDPA). Customer data is collected and used solely for necessary purposes with their consent. We implement robust encryption and access control measures to ensure data security.
Measures for Addressing Customer Data Breaches
In the event of a data breach, we have established a dedicated response team to assess the situation and resolve issues promptly. Key actions include:
Measures for Resolving Consumer Rights Complaints
We have clear procedures for managing complaints related to consumer rights violations, emphasizing transparency and swift resolution. Steps include:
Channels for Receiving Customer Complaints
We offer multiple convenient channels for customers to lodge complaints, managed by our Customer Relations Department:
Customer Satisfaction Development Plan
Our company has devised a customer satisfaction development plan that emphasizes improving product and service quality, employee training, and integrating new technologies for customer convenience. Key initiatives include:
Using Customer Satisfaction Surveys for Development Planning
We conduct annual customer satisfaction surveys to gather insights for analyzing and developing plans that align with customers’ true needs. Areas receiving significant feedback are prioritized for improvement, such as enhancing product and service quality and adopting modern communication technologies for better customer interaction. With our commitment to these policies and measures, we are confident in our ability to build long-term trust and strong relationships with our customers, leading to mutual success in the future.
Stakeholders Directly Impacted
Customers
Business Partners
Shareholders
Competitors
Creditors
