The Company conducts 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. The Industrial Estate Authority of Thailand, on the other hand, has conducted customer satisfaction surveys in 46 industrial estates across Thailand.
In 2023, the Company set a customer satisfaction target of at least 90% based on the results of the Industrial Estate Authority of Thailand's survey. The survey results, encompassing customer satisfaction scores, issues, and suggestions from both the Industrial Estate Authority of Thailand and the Company, were presented to the Company’s management for further improvement of products, services, and operational procedures.
In 2023, the Company conducted a customer satisfaction survey in both AMATA Industrial Estates, covering 12 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 area management; 6. Waste management; 7. Telecommunication and internet services; 8. Industrial estate services to meet stakeholders' needs; 9. Land prices, rents, utility charges, and maintenance fees; 10. Company employee services; 11. Communication channels and activities; and 12. Environmental management systems within the industrial estates. The customer satisfaction scores for AMATA City Chonburi Industrial Estate and AMATA City Rayong Industrial Estate were 77.9% and 78.2%, respectively, both representing an increase from 2022. 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. Issues and suggestions received from the 2023 customer satisfaction survey conducted by the Company are being addressed and developed to enhance future operations.
The survey conducted by the Industrial Estate Authority of Thailand, which assessed customer satisfaction across 46 industrial estates nationwide in 2023, encompassed 7 aspects, including 1. Products and services; 2. Selling and rental prices, maintenance fees, water charges, and other charges; 3. Service points; 4. Communication channels; 5. Employee quality; 6. Service processes and procedures; and 7. Physical environmental conditions. It was found that the AMATA City Chonburi Industrial Estate received an average satisfaction score of 94%, and the AMATA City Rayong Industrial Estate received an average satisfaction score of 92.6%, both of which exceeded the Company's targets.
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