Customer Relationship Management
CHALLENGES
OPERATIONAL GUIDELINES
Recognizing the benefits of good customer relationship management, CKPower consistently strives to enhance customer satisfaction through management consistent with accepted standards as well as by strictly honoring the terms of power purchase agreements and operating its power plants with maximum efficiency so as to be able to distribute electricity as required by such agreements. In addition, CKPower carried out test runs on its generators in accordance with the stringent standards of the Electricity Generating Authority of Thailand (EGAT) to ensure continuous power availability to customers and foster confidence among customers in the stability of CKPower’s power distribution system.
Execution
In 2022, power generator test runs conducted in three power plants revealed that CKPower’s power generators operated with maximum efficiency in accordance with the standard. CKPower also manages its power purchase agreements and has put in place power delivery monitoring guidelines for three levels of personnel as follows:
Complaint Handling and Customer Satisfaction
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. The complaints received through these channels are forwarded to relevant units so that they can be remedied appropriately and prudently.
Complaint Channels
Customer satisfaction surveys are conducted at every power plant under CKPower to measure the effectiveness of its operation and service quality. The survey results are then used to inform the development of service quality, strategic planning, and the improvement of operational efficiency in order to ensure efficiency and continuous development.
The company has surveyed the customer satisfaction of every power plant. The satisfaction is rated on a scale of 100%, divided into 5 levels:
- Excellent (91-100%)
- Good (81-90%)
- Average (61-80%)
- Poor (51-60%)
- Very Poor (less than 50%).
Based on the survey results in 2022, it was found that all power plants of the company received excellent level of customer satisfaction (95.4%-99.3%). The criteria used by the power plants to assess customer satisfaction are as follows:
Bangpa-in Cogeneration Power Plant 1 and 2
Nam Ngum 2 Hydroelectric Power Plant
Xayaburi Hydroelectric Power Plant
Bangkhenchai Solar Power Plant
2022 Results of Customer Satisfaction Surveys
CKPower formulates annual plans for customer relations management to continuously build confidence and relations with customers. Examples of customer relations activities include friendly golf matches for executives and electricity users and friendly bowling matches for operations-level employees. In 2021, the company managed customer relations through social and sports activities to foster relationships between customers and power plants on a yearly basis. This was done to create active participation among the company, customers, and the community in generating sustainable value for the community and society. It also aimed to strengthen customer satisfaction, meet their needs and expectations, elevate the overall service provided, and contribute to the sustainable development of the community.
Projects in 2022
NN2 Green Day for the Environment and Sustainable Communities
Nam Ngum 2 Power Company Limited organized a tree planting activity on the National Tree Day of the Lao PDR in association with the Electricity Generating Authority of Thailand (EGAT) and Électricité du Laos (EDL). A total of 100 Siamese rosewood trees and 100 rubber trees were planted, which are considered auspicious trees with high economic value and capable of generating revenue for surrounding communities. The company plans a systematic forest planting initiative in a suitable area next year to ensure that the company's customers and communities can participate in increasing green spaces and creating economic value in all societies and communities where the company operates.
Golf tournament to foster relationships with executives of Bangpa-in Cogeneration Power Plant
Bowling tournament to strengthen relationships among operational staff of Bangpa-in Cogeneration Power Plant
Customer Data Protection
CKPower attaches great significance to customer data protection. To this end, the company has prescribed levels of clearance to prevent leakage to external parties as well as formulated guidelines for information disclosure in line with the guidelines for listed companies issued by the Stock Exchange of Thailand. Furthermore, the Company encourages the use of IT systems with systematic tracking procedures and risk management, and promotes cybersecurity and security measures for IT systems for all of the company’s IT operations and IT risk management.