Customer Relationship Management
Importance and Mission
The Company operates under the quality policy of "Good People, Good Products, Good Society," which serves as the cornerstone of its customer responsibility approach. The Company is committed to delivering service that is prompt, courteous, fair, and transparent, in accordance with employee responsibility standards set out in its good corporate governance principles. To ensure a positive experience for all visitors and service recipients, employees are required to engage with professionalism, appropriate conduct, and service excellence .
Goals and Performance
Annual Target for the Year 2025
- Customer satisfaction survey score of no less than 70 percent
Performance
Customer Satisfaction Rate Regarding the Company's Response to Complaints and Feedback in 2025: 86.37%
Supporting the SDGs
Good Health and Well-being
Partnerships for the Goals
Management Approach
The Company has implemented ISO 9001:2015 as its quality management standard to ensure that service delivery and customer relationship management align with its quality objectives, respond to evolving business conditions, and enable the consistent delivery of high-quality services that create shared value with society.
Quality Management and Customer Responsibility Strategy
Good People
Serve customers promptly, courteously, honestly, and fairly, while sharing knowledge and expertise
Good Products
Deliver utility infrastructure services that are reliable, sufficient in quality, and developed in line with established targets
Good Society
Promote and develop occupational health, safety, and environmental well-being for employees and surrounding communities to strengthen stakeholder engagement
Customer Relationship Management Activities
The Company recognizes Customer Relationship Management (CRM) as a key component of sustainable business development, focusing on delivering positive customer experiences, building trust, and responding to customer expectations in a transparent and equitable manner. The Company continuously develops activities and processes to strengthen and maintain long-term customer relationships, as follows:
- Customer Feedback and Complaint Channels. The Company provides multiple feedback and complaint channels — both online and offline — including online forms, telephone, email, and suggestion boxes, enabling customers to communicate with the Company conveniently and securely. A dedicated team monitors and responds to complaints promptly and substantively.
- Customer Seminars and Engagement Activities. The Company organizes seminars, knowledge-sharing forums, and special events to foster strong relationships, including
- seminars introducing new services
- knowledge exchange sessions between the Company and customers
- safety and environmental workshops for customers. These activities promote mutual understanding, strengthen collaboration, and build confidence in the Company's operations.
- Customer Satisfaction Survey. The Company conducts an annual customer satisfaction survey to gather feedback for improving product quality, services, and operational processes. Survey results also serve as key inputs for shaping customer service strategy and quality targets for the following year.
- Transparent and Ethical Service Delivery. The Company upholds courteous, fair, and transparent service under its "Good People, Good Products, Good Society" quality policy. Employee codes of conduct are established to ensure consistent service standards across all customer groups, in alignment with good corporate governance principles.
- Customer Safety. The Company implements measures to ensure the safety of visitors and customers on its premises, including pre-entry safety checks, on-site safety advisory points, and clear safety communications — giving customers confidence when accessing the Company's services.
- Customer Engagement via Community and Environmental Activities. The Company connects customer service with social and environmental initiatives by inviting customers to participate in CSR activities such as tree planting, donation drives, and energy conservation campaigns, creating shared value and deepening long-term customer relationships
Customer Safety Implementation
The Company places the highest priority on the safety of customers and operators across all Saha Group Industrial Parks, continuously raising safety standards and emergency preparedness in accordance with the Notification of the Committee on Security and Safety Measures in Industrial Estates B.E. 2557 (2014), alongside comprehensive environmental and social risk management. A Security Manual has been established to govern safety systems within the Saha Group Industrial Parks. The Company has also established a Fire Incident Reporting Center at the Saha Group Industrial Parks, staffed by trained personnel with expertise in surveillance and emergency response. The center provides 24-hour emergency reporting and assistance through dedicated contact numbers at each location.
Customer Safety Performance 2025
The Company carried out continuous safety and occupational health activities for customers, comprising:
- Safety Training. Basic firefighting courses, fire evacuation drills, and other safety training programs were conducted for factories at both industrial park locations, in both online and on-site formats.
- Annual Emergency Drills. In collaboration with municipal authorities and agencies within the Saha Group Industrial Parks, the Company organized emergency drills covering scenarios such as chemical spills and fire incidents — combining theoretical training with evacuation exercises — to develop personnel skills in emergency communication, equipment use, and situation control.
The Company is firmly committed to creating a safe environment for operators and surrounding communities by continuously enhancing personnel readiness, equipment, and safety management systems, ensuring the Saha Group Industrial Parks remain a secure, reliable, and trusted workplace in every dimension. Further details are available in the Occupational Health and Safety section.
Customer Complaint Management
The Company places significant importance on receiving and addressing feedback and complaints from external stakeholders, guided by the principles of transparency, accountability, and prompt response. A Communication Procedure (QP–CO–014) has been established under the ISO 9001:2015 quality management system to reinforce confidence in the Company's quality management processes. Complaints may be submitted through multiple channels, including telephone, fax, letter, email, post, or print media. Upon receipt of any complaint, the Company follows the process below.
- Record and Register the Complaint The receiving employee records complaint details in the Defect Record Form (FM-CO-005) and forwards it to the relevant department manager or Quality Management Representative (QMR) for acknowledgment and investigation.
- Analyze and investigate. The relevant department manager or QMR reviews the information received, assigns a responsible party to identify the root cause, and assesses any potential impact on service quality.
- Implement Corrective Action and Communicate Outcomes. The responsible party coordinates with the external complainant, reports corrective actions or improvements within no more than one month from the date the complaint was received, and records outcomes in the Defect Record Form (FM-CO-005).
- Summarize and Report to the Quality Working Committee. The relevant department manager or QMR summarizes the issue, corrective actions taken, and preventive measures, and records these in the Defect Record Form (FM-CO-005) for presentation at the Quality Working Committee meeting.
Where corrective actions have not met the required standard, the relevant department manager or QMR must review and analyze the root cause of the unresolved issue, assign the responsible party to take further action, and communicate outcomes to the complainant as promptly as possible to ensure effective resolution and prevent recurrence.
Customer Satisfaction Survey
The Company recognizes that responding to customer needs promptly and effectively is fundamental to its service business. The Company has developed multiple, modern communication channels — including telephone, website, email, and social media — to ensure customers can access services conveniently and efficiently. Following the resolution of customer issues within the Saha Group Industrial Parks, the Company has implemented a QR Code-based satisfaction assessment system, enabling customers to provide immediate feedback on service quality, issue resolution, and staff visits. The minimum satisfaction threshold is set at 3.5 out of 5, or no less than 70 percent.
In addition, the Company conducts at least one customer satisfaction survey per year, covering utility management and services across the Saha Group Industrial Parks. Survey results, feedback, and customer comments are analyzed to inform operational strategy and improve management effectiveness. The assessment covers the following key management areas:
- Industrial park landscaping aesthetics, greenery, and ongoing maintenance
- Road infrastructure and drainage systems safe and convenient access throughout all seasons
- Street lighting systems adequate coverage of primary and secondary roads, with rapid response to outages
- Industrial water supply sufficient volume, quality, and safety compliance, with meter installation completed within specified timeframes
- Wastewater treatment system effective treatment and effluent quality before discharge, with no adverse community impact
- Security systems CCTV installation at entry and exit points, and internal traffic safety measures
- Staff service quality responsiveness, courtesy, coordination efficiency, and proactive customer visits and follow-up
The Company is committed to continuously improving its survey processes and customer data management to enhance service quality and maximize customer satisfaction across the Saha Group Industrial Parks, as a foundation for long-term sustainable growth.
Customer Satisfaction Survey
Service Innovation Development to Enhance Industrial Park Services
To meet customer needs and strengthen service readiness across the Saha Group Industrial Parks, the Company prioritizes innovation across multiple areas to modernize, improve efficiency, and promote environmental responsibility under its Smart Industrial Park concept — focusing on optimal resource utilization, reduced environmental impact, and enhanced experiences for operators and stakeholders. Key service innovation initiatives are as follows.
- SMART Economy The Company has deployed a Fiber Optic Network to support 5G technology within the industrial parks, enabling faster communications, improving operational efficiency for operators, and advancing the development of a smart industrial city.
- SMART Monitoring System An environmental quality monitoring system has been developed to continuously track air quality, noise, and water quality within the parks, providing operators, communities, and all stakeholders with confidence that environmental management is conducted transparently and consistently.
- SMART Communication A rapid-response communication system has been developed to facilitate efficient coordination with stakeholders, supporting emergency response, real-time alerts, and timely dissemination of critical information within the parks.
- SMART Energy The Company promotes clean energy adoption by installing Solar Rooftop and Solar Floating systems to reduce dependence on fossil fuels and lower Scope 2 greenhouse gas (GHG) emissions, supporting a sustainable transition to renewable energy.
- SMART Mobility The Company supports electric vehicle (EV) adoption to reduce carbon emissions from internal operations by:
- Deploying electric vehicles for office operations to reduce fossil fuel consumption
- Installing EV Charging Stations within the industrial parks to accommodate growing EV usage and provide convenience for operators and visitors
In 2025, Saha Pathana Inter-Holding Public Company Limited participated in the Energy Conservation Promotion Program for Small and Medium-Sized Industrial Factories, under the Department of Alternative Energy Development and Efficiency (DEDE), Eastern Region, with ACSE Green Consulting Engineers Company Limited serving as project consultant. The program aimed to develop energy-saving innovations for the wastewater treatment system at Saha Group Industrial Park, Sri Racha — a primary energy consumer in the industrial park's operations — with the following objectives:
- Audit and analyze energy consumption in the wastewater treatment system
- Establish Specific Energy Consumption (SEC) data relative to production volume
- Drive the implementation of energy conservation measures through an energy management system
- Achieve concrete and measurable energy conservation outcomes
Collaborative Partnerships for Business Innovation Development
In fiscal year 2025, the Company and its Saha Group subsidiaries collaborated with business partners to develop and promote business innovation, with the aim of strengthening competitive capabilities, meeting evolving consumer and market demands, and supporting stable and sustainable organizational growth. These efforts are guided by the overarching goal of becoming a "100-Year Organization of Sustainability,” one that creates enduring value for stakeholders across all dimensions.
Business Innovation Collaboration Initiative
Ratch Group Public Company Limited and Saha Pathana Inter-Holding Public Company Limited partner to advance Small Modular Reactor (SMR) knowledge in Thailand, paving the way for a secure and sustainable energy transition. The seminar served as a significant platform for exchanging knowledge and experience on SMR technology — a clean energy solution with strong potential to support Thailand's energy security strategy and its Net Zero GHG Emission targets.
Business Innovation Collaboration Initiative
The Company advances the Saha Group Industrial Parks toward sustainability by signing a Memorandum of Understanding (MOU) with Ratch Pattana Energy Public Company Limited to develop clean energy power generation projects supplying electricity to customers across all Saha Group Industrial Parks. The initiative also marks the launch of the first floating solar power project, installed on a reservoir adjacent to the airport runway within Saha Group Industrial Park, Lamphun. The project aims to concretely promote renewable energy adoption in Thai industry, reflecting the Saha Group's vision of supporting the clean energy transition — particularly as environmental frameworks such as the EU Carbon Border Adjustment Mechanism (CBAM) and Thailand's Climate Change Act increasingly influence industrial business operations. Renewable energy adoption has thus become a key strategy for enhancing global competitiveness.
Stakeholders Directly Impacted
Customers
Service recipients who are entitled to fair access to information and services.
Employee/ Executive
- Responsible for establishing guidelines and overseeing the quality of service delivery.
- Comply with service standards to ensure customer satisfaction.
Government Sectors
Supervise and ensure that customer responsibility practices are conducted in accordance with relevant regulations.
