Customer Management
Customer Management
Significance & Commitment
Commitment to understanding customer’s needs and maximizing customer satisfaction through product and service is the Company’s priority. Also, conducting business in alignment with social and environmental responsibility is the Company’s ultimate goal in operating business.
Management Approach
The Code of Conduct clearly states that the Company will deliver products and services that meet customers’ expectations. To guarantee the customers’ trust, several management approaches have been developed and standardized across business units. Moreover, material safety data sheet (MSDS) is available to the customers upon request. Safety and environmental issues from the use of products are also identified and managed with specific measures. Technical support for efficient product-use with zero safety and environmental risk is also provided.
• Complaint management
The Company provides various complaint channels such as telephone, email, and websites. The complaint management system was also established with the standard operating procedure, for example, response time to the customer within the next business day.
• Customer satisfaction management
The customer satisfaction survey is regularly conducted. The individual interview is also performed to gain insights into the specific issues and customer’s expectations.
In practice, the management approach may vary according to each business context in the following examples:
Business
Example of customer relations approach
Mining
· Regular customer site visits
· Knowledge sharing sessions
· Quarterly performance reports
· Open house for customers
Thermal power
· Regular customer site visits
· Technical supports
Renewable power
· Knowledge sharing sessions
· Performance reports
Solar rooftop solution
· Technical supports
· Returns on investment (ROI) evaluation
· 24-hour customer services
Year in Review
The Company achieved commendable success in customer & product stewardship. Through diligent efforts and strategic initiatives, we were able to maintain high standards of service and product quality across our operations. In 2023, the customer satisfaction survey was conducted covering key businesses, including Mining, Thermal power, Solar rooftop and Energy trading. The results were remarkable, with a satisfaction level of 99%. In addition, no complaints were received regarding product and service delivery, customer privacy, or safety and environmental issues from using the Company’s products throughout the year.
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