Customer Relationship Management
Challenges (GRI 103-1)
Execution (GRI 103-2)
- Heat rate
- Unplanned outage
- Gross energy
- Number of complaints
- Customer satisfaction survey results
- Employee training
These serve as the indicators of the potential and service of both Bangpa-in Cogeneration Projects, with monthly result tracking and data collection. The criteria are specified in In addition,
CKPower has conducted customer satisfaction surveys among customers of Nam Ngum 2 Hydroelectric Power Plant, with the criteria covering the four following aspects:
- Image of the power plant
Bangpa-in Cogeneration Projects 1 and 2
Survey Results and Customer Satisfaction Tracking (GRI 103-3, GRI G4-PR5)
Two satisfaction surveys were conducted on 12 customers of Bangpa-in Cogeneration Projects 1 and 2 for the periods of January to June and July to December. The satisfaction scores were 97.55% and 99.46% in the first and second surveys respectively, both exceeding the goal of 97% for the year 2020. In addition, the survey of quality and service of 2020 revealed that Bangpa-in Cogeneration Project 1 achieved a score of 100% (across all seven indicators), while Bangpa-in Cogeneration Project 2 obtained 57.14% (four indicators).
A customer satisfaction survey was also conducted at Nam Ngum 2 Hydroelectric Power Plant based on the four aforementioned criteria through interviews with executives and staff members working in contact with the customers. The satisfaction score was 100% or highly satisfied, and no suggestion was given. In addition, CKPower evaluated and analyzed the survey results to develop and improve its service to meet the expectations of its stakeholders more efficiently.
The customer satisfaction suverys conducted at Bangpa-in Cogeneration Company Limited were based on seven criteria, with a total weight of 100%. The criteria were weighted as follows:
|1. Power/steam system quality control||(30%)|
|2. Precision of power/steam purchase and sales volumes||(20%)|
|3. Power/steam equipment maintenance||(15%)|
|4. Convenience of reporting power/steam issues||(10%)|
|5. Accuracy of power/steam details on invoices||(15%)|
|6. Speed of delivering power/steam invoices||(5%)|
|7. Ability to respond to inquiries||(5%)|
Each criterion was rated as follows:
Excellent = 91-100 Good = 81-90 Fair = 61-80 Poor = 51-60 Very Poor < 50
According to the survey results based on 12 customers, the average satisfaction scores were 97.55 out of 100 in the 1/2020 survey and 99.46 out of 100 in the 2/2020 survey.
The total satisfaction scores are as detailed below.
|Customer satisfaction(Unit: percentage)||91.67||97.39||97.21||98.5||97||97.50|
Customer Relations Management
To continuously foster confidence and relationship with customers, CKPower formulates annual plans for customer relations management. In 2020, the Company conducted two customer relations activities as detailed below.
Customer Relations Activities
Customer Data Protection (GRI 418-1)
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.
|Complaints related to violation of customers’ personal data
|Leakage or loss of customer data