Customer Relations Management
Impact on Business
Challenges and Opportunities
CKPower prioritizes operational excellence to ensure consistent and uninterrupted electricity delivery to customers in Thailand and Lao PDR, in strict compliance with Power Purchase Agreements (PPAs). The Company also prepares for emerging risks such as climate variability and geopolitical factors that could impact operations. To differentiate itself in the market, CKPower integrates advanced technology and energy innovations to enhance customer experience. By leveraging cutting-edge solutions, CKPower not only ensures service quality and reliability but also enhances operational efficiency while supporting a low-carbon future.
Commitment
CKPower is dedicated to continuous and transparent customer relations management, with a strong emphasis on fostering trust through clear and open communication, ensuring service reliability by promptly addressing customer concerns, delivering high-caliber, international-standard services, encouraging customer feedback to improve operations and align with evolving needs.. In addition, customer opinions and suggestions are actively welcomed to improve its power production processes, electricity delivery, and other services and better address specific requirements.
Beyond business operations, CKPower actively engages in initiatives and projects that create shared value—meeting customer expectations while contributing to society and the environment.
Operational Guidelines
CKPower places great importance on customer relationship management and remains committed to continuously enhancing customer satisfaction by adhering to internationally recognized management standards. The company upholds fairness, integrity, and strict confidentiality in business operations while ensuring the timely delivery of high-quality products and services.
To maintain operational excellence, CKPower conducts regular power generation system tests in compliance with the stringent standards set by the Electricity Generating Authority of Thailand (EGAT). These measures ensure customers receive a stable power supply under all circumstances, reinforcing confidence in a high-quality and sustainable electricity distribution system.
Beyond operational efficiency, CKPower actively fosters customer engagement through a variety of initiatives, including seminars, information-sharing meetings, site visits to renewable energy projects, corporate sports events, and corporate social responsibility (CSR) activities within local communities. The company also conducts annual customer satisfaction surveys to gather valuable insights for continuous improvement, ensuring that its operations align with customer expectations.
Customer Relations Management Strategies
- Customer Engagement and Responsiveness
- Gather customer feedback and suggestions to improve power generation processes, electricity delivery, and service quality.
- Ensure a swift and effective response to customer needs, maintaining the highest level of satisfaction.
- Transparent and Continuous Communication
- Maintain clear and transparent communication throughout all service interactions.
- Leverage multiple communication channels, including meetings, seminars, and digital platforms, to ensure accessibility and responsiveness.
- Compliance with Agreement Terms and International Standards
- Adhere strictly to power purchase agreements, ensuring reliable electricity delivery.
- Align with clean energy and sustainability standards to strengthen customer confidence.
- Conduct regular inspections and quality assessments to meet customer expectations and industry benchmarks.
- Fostering Trust and Long-term Relations
- Strengthen customer relationships through engagement activities such as seminars, information-sharing meetings, renewable energy site visits, corporate sports events, and community-focused CSR initiatives.
- Foster strategic collaboration to drive sustainable energy solutions and long-term partnerships.
- Innovation and Technology Development
- Integrate advanced technology into power generation and distribution to optimize efficiency and reduce environmental impact.
- Develop tailored products and services to support customers in the evolving energy transition.
- Efficient Emergency Management
- Implement risk management strategies and emergency preparedness measures to ensure service continuity.
- Maintain backup systems and a dedicated response team to deliver uninterrupted and reliable electricity supply.
Electricity Delivery Monitoring
CKPower manages its power purchase agreements with a structured power delivery monitoring system across three levels of personnel as : management , supervisor and operational level. This ensures comprehensive and uninterrupted control and evaluation of electricity production and distribution.
In 2024, power generator test runs conducted across three power plants revealed that CKPower’s power generators operated with maximum efficiency in full compliance with established standard. CKPower also maintains continuous oversight of its power purchase agreements , ensuring efficient energy delivery and the ability to sustainably meet customer needs in the long term.
Customer Satisfaction Survey
CKPower conducts customer satisfaction surveys across all its power plants to assess operational performance and service quality. The survey results are leveraged to refine service systems, support strategic planning, and enhance operational efficiency, ensuring continuous development and excellence in service delivery.
In 2024, customer satisfaction was evaluated across all CKPower power plants, using a scoring system based on a full score of 100%. The assessment is categorized into five levels: Excellent (91-100%), Good (81-90%), Average (61-80%), Poor (51-60%), and Very Poor (less than 50%). The survey results revealed that all CKPower power plants achieved ratings in the Excellent category, with scores ranging from 95.4% to 99.3%. The following criteria were used to assess customer satisfaction:
Complaint Handling Guidelines
CKPower has put in place channels for communication, complaints, and mutual conflict resolution as well as customer satisfaction surveys, including 24 hours. direct line to the control rooms, Line Group on Line application, and e-mail to customer relations officers, so as to consistently improve its operations.
1. Telephone: Directly connected to the power plant control room 24 hrs.
2. Line Application Group: Used for communication between the company and customers.
3. E - mail: Sent to customer relations officers.
4. Customer Complaint Management Channels and Processes: For personal data inquiries, contact ckpdpo@ckpower.co.th.
Complaints received through various channels will be forwarded to the relevant departments for appropriate and thorough resolution. The company continuously utilizes customer feedback to improve its operations, ensuring services that meet customer needs and maximize satisfaction.
Complaint Handling Guidelines
Customer complaints filed through the available channels, including telephone, email, or Line, are received and recorded in full and are subsequently forwarded to relevant departments for analysis and proper resolution. Every step in the process is conducted with efficiency, transparency, and a commitment to timely action. Once the issue is resolved, the Company provides the status to the customer and documents the complaint details in its database. This data is utilized to enhance work processes, prevent recurring issues, and reinforce customer confidence and satisfaction.
Customer Data Protection
CKPower prioritizes customer data protection by implementing a structured access control system based on data sensitivity levels, preventing unauthorized disclosure to external parties. The company has also established guidelines aligned with listed company regulations to enhance transparency and security in its operations.
Additionally, CKPower integrates advanced information technology systems with robust security measures, including systematic risk monitoring, cybersecurity management, and system protection across all operational processes. The company remains committed to minimizing information technology risks efficiently and sustainably.
Customer Satisfaction Survey and Response to Customer Needs
As part of customer relations management, CKPower conducts annual satisfaction surveys using both questionnaires and in-depth interviews to continuously evaluate and improve its service quality.
Satisfaction targets are established with customer participation and serve as a reference for all power plants to ensure that their service delivery meets standards and customer expectations.
2024 Survey Results
Based on the customer satisfaction surveys conducted, most customers have expressed high levels of satisfaction in the following areas:
- Service quality: Reliable energy production and delivery systems
- Communication speed: Fast communication and information provision
- Problem solving and complaint response: Good level of service capable of fostering customer trust
However, to further improve service delivery, the following improvement guidelines have been developed:
- Adding new communication channels: Faster and more convenient communication channels for easier access to information
- More concise and user-friendly information presentation: Enabling customers to use the information for decision-making more effectively
The Company is committed to continuously implementing these guidelines to enhance service delivery and ability to meet customer needs with maximum efficiency and sustainability.
Customer Satisfaction Survey Results
2024 Customer Satisfaction Survey Results by Power Plant
| Targets | Satisfaction Score | ||
|---|---|---|---|
| Bangpa-in Cogeneration Power Plant 1 and 2 |
>90% |
99% |
|
| Nam Ngum 2 Hydroelectric Power Plant |
>90% |
98% |
|
| Xayaburi Hydroelectric Power Plant |
87.5% |
93% |
|
| Bangkhenchai Solar Power Plant |
>90% |
96% |
|
Criteria: Excellent = 91-100%, Good = 81-90%, Average = 61-80%, Poor = 51-60%, Very Poor <50%
Responding to Customer Needs: The Case Study of Wildfire Risk Management in Partnership with the Electricity Generating Authority of Thailand
The Xayaburi Hydroelectric Power Plant received feedback from the Electricity Generating Authority of Thailand regarding the potential risk of transmission line disconnection caused by forest fires and agricultural burning near transmission corridors. In response, the Company has adopted proactive preventive measures by collaborating with transmission line maintenance contractors and local communities through systematic surveys, risk analysis, and the development of joint management plans, CKPower ensures a structured and collaborative approach to mitigating wildfire risks and maintaining uninterrupted power transmission.
1. Operational Planning: Joint operational planning meetings were conducted between Xayaburi Hydroelectric Power Plant, representatives of transmission line maintenance contractors, and communities along the transmission lines to establish coordinated preventive measures.
2. Area Survey and Community Analysis
- A field survey was conducted across approximately 196 kilometers of transmission line corridors, covering both communities and agricultural areas and local understanding of transmission line safety regulations.
A field survey was conducted in communities along Xayaburi Hydroelectric Power Plant’s transmission lines, with feedback collected on agricultural area management during cultivation periods and proper firebreak management.
3. Execution
- In collaboration with Civil and Transmission Engineering (CTEC), CKPower organized educational workshops titled “Agricultural Area Management and Proper Firebreak Creation,” emphasizing safe agricultural practices and the 17 prohibitions for communities along the transmission lines
- The activities and workshops were implemented in six pilot communities in Xayaburi Province: Ban Huay Luek, Ban Nam Song, Ban Phu Fa Misai, Ban Khun Pon, Ban Huay Rod, and Ban Huay Ped.
- A total of 429 villagers participated, resulting in greater awareness of wildfire risk reduction and burning practices that might affect the power transmission system.
Education for communities located near transmission lines in February 2024 to build understanding of the environment, wildfire management, proper firebreak creation, and practices related to the 17 prohibitions for communities along the transmission lines.
4. Performance Monitoring and Annual Plan Improvement
- Monthly area inspections are conducted in collaboration with local communities and suppliers, with a particular focus on the high-risk wildfire period from October to June.
- Risk assessment are carried out to develop proactive preventive measures and continuously refine action plans for enhanced effectiveness.
Outcome
- Through these collaborative efforts with the Electricity Generating Authority of Thailand and key stakeholders, Xayaburi Hydroelectric Power Plant has successfully minimized wildfire-related risks affecting the transmission line fault protection system
- These proactive measures ensure the stable, secure, and reliable delivery of clean electricity to Thailand.
Long-term targets, 2024 targets, and 2024 achievements
| Customer Relationships Management | |||
|---|---|---|---|
Customer Relationships Management |
|||
| Long-term Targets | |||
| Customer complaints |
Zero
|
||
| Maintain operational efficiency of the power system to ensure customer confidence | |||
| Deliver electricity to customers in accordance with the terms of the Power Purchase Agreement (PPA) |
Deliver
|
||
| 2024 Targets | 2024 Achievements | ||
| Customer complaints |
Zero
|
Zero
|
|
| Customer satisfaction with the Company’s operations |
89% |
97% |
|
| Deliver electricity to customers in accordance with the terms of the Power Purchase Agreement (PPA) |
Deliver
|
Deliver
|
|
| SDGs |     |
||
Project Highlight in 2024
CKPower has continuously implemented its customer relations management strategy to strengthen confidence and cultivate long-term sustainable relationships.. In 2024, the company organized a range of engagement activities, including seminars, knowledge-sharing sessions, renewable energy project site visits, sports events, and CSR initiatives. These efforts reinforce CKPower’s commitment to fostering positive stakeholder relationships while driving social and environmental impact. Key activities are as follows:
CSR Activities in Collaboration with Customers: Clear Water Beautiful Canal Project in Khlong Ban Len Community Bangpa-in Cogeneration
On June 21, 2024, Bangpa-in Cogeneration Power Plant launched a social value creation initiative in partnership with customers within the industrial estate through the project “Clear Canals, Clean Water: Khlong Ban Len Community Cares for the Environment,” in Khlong Ban Len Community, Phra Nakhon Si Ayutthaya Province. This initiative brought together CKPower employees, customers, students, and local residents to enhance the water quality and ecological health of Jik Canal. As part of the project, CKPower installed four solar-powered water turbines to increase dissolved oxygen levels, improving the canal’s water quality. Additionally, 50 freshwater mangrove trees were planted along the canal to promote biodiversity and strengthen the local ecosystem.
Clear Water Beautiful Canal Project in Khlong Ban Len Community
CSR Activities in Collaboration with Customers: NN2 Green Day for the Environment and Sustainable Communities, Nam Ngum 2 Hydroelectric Power Plant
Nam Ngum 2 Hydroelectric Power Plant marked Lao PDR’s National Tree Day with a large-scale tree planting activity, held in collaboration with the Electricity Generating Authority of Thailand (EGAT) and Electricité du Laos (EDL). A total of 120 staff members from Nam Ngum 2 Hydroelectric Power Plant, EGAT, and EDL participated in the initiative, collectively planting 130 trees, including Inthanin, Coconut, and Teak trees. To enhance the long-term environmental impact, the Company has developed a systematic forest planting initiative in designated areas, ensuring participation from CKPower, its customers, and local communities. Additionally, the event incorporated an educational session on natural resource and environmental conservation, aligning with the Thailand Greenhouse Gas Management Organization (Public Organization) guidelines.
NN2 Green Day: Tree Planting for a Sustainable Environment and Community
Relationship Building Activity for Knowledge and Experience Exchange with Bangpa-in Cogeneration Power Plant’s Network of Operation-Level Customers
Bangpa-in Cogeneration Power Plant hosted a relationship building activity focused on knowledge and experience exchange with its operation-level customer network. The event brought together 11 participating companies, fostering collaboration and knowledge-sharing to enhance energy efficiency and operational standards. During the session, the power plant presented its performance in accordance with electricity service standards (SAIFI, SAIDI) under its power distribution system license, reinforcing its commitment to reliable energy delivery. Additionally, Quality Construction Products PCL. (QCON) and OLIC (Thailand) Co., Ltd., both customer companies, shared their expertise and innovative practices, facilitating a dynamic exchange of industry knowledge. This collaborative effort aimed to strengthen energy stability, encourage innovation-driven solutions, and deepen partnerships within the customer network.
Relationship Building Activity for Knowledge and Experience Exchange with Bangpa-in Cogeneration Power Plant’s Network of Operation-Level Customers
Relationship Building Activities for Knowledge and Experience Exchange with Customer Networks
Xayaburi Hydroelectric Power Plant actively implements customer relations management to foster strong and sustainable partnerships by facilitating regular exchanges of information, knowledge, and experiences within its customer network. Through ongoing meetings and discussions, the company ensures open communication and collaborative engagement.
In 2024, the Company organized the “Xayaburi Meets Customers” activity in collaboration with Electricité du Laos (EDL NNC) and the Electricity Generating Authority of Thailand (EGAT). This initiative aimed to strengthen relationship while providing a platform for customers to share their opinions, needs, and valuable suggestions. Key discussion topics included
- Gathering customer feedback to enhance services and align customer needs.
- Addressing operational challenges by providing clarifications on issues encountered and presenting appropriate solutions
- Presenting a summary of the power plant’s operational performance, including maintenance plans and related activities
- Monitoring customer business trends, including investment strategies and electricity consumption plans.
This engagement contributed to CKPower’s ability to optimize electricity production efficiency while reinforcing its sustainability strategy, which prioritizes collaboration and co-development between the Company and its customers.
Relationship Building Activity for Knowledge and Experience Exchange with Xayaburi Hydroelectric Power Plant’s Customer Network
Relationship Building Activity for Knowledge and Experience Exchange with Nam Ngum 2 Hydroelectric Power Plant’s Customer Network
Nam Ngum 2 Hydroelectric Power Plant hosted the “Nam Ngum 2 Customer Relations Building” activity, welcoming the Electricity Generating Authority of Thailand (EGAT), for a power plant tour and an in-depth discussion on key operational matters. The exchange focused on critical topics, including:
- Current operations and past performance, providing insights into plant efficiency and reliability.
- Maintenance plans to ensure continued electricity production reliability
- Initiatives to optimize energy production and distribution efficiency, enhancing overall system performance.
- Listening to customer needs and suggestions, refining operations to better align with expectations
This activity not only reinforced strong customer relationships but also contributed to more effective electricity management planning. By fostering open dialogue and collaboration, the initiative enhanced CKPower’s ability to respond to evolving energy consumption trends and customer requirements.
Relationship Building Activity for Knowledge and Experience Exchange with Nam Ngum 2 Hydroelectric Power Plant’s Customer Network