customer centric
Being Responsible for Product & Service Quality
Ensuring that we exceed the expectations of our customers and ensure that they are satisfied with not only our products and services, but also their experiences with us
Management approach
Through a customer-centric approach, we have utilized our ISO 9001: Quality Management System to ensure that throughout our production and manufacturing processes, quality is always maintained. This allows us to guarantee our products and services to our customers and continually evaluate our work processes. We also work closely with our customers to better facilitate their needs and expectations by developing online platforms that offer speed and accuracy, thereby enhancing the quality and reliability of our products and services.
Policy: Sales Policy
Stakeholders :
Customers and Employees
Short-term goals :
- More than 85% Customer Satisfaction Score
- Resolve all customer complaints in a timely manner
Long-term goals :
- More than 85 % customer satisfaction score
- Resolve all customer complaint in a timely manner
2024 Key Performance(s) :
- The overall customer satisfaction score is 92 %
- 100 % of customer complaints resolved in a timely manner
- Enhance customer site safety
- Organized training “Hand 2 Heart: CPR FOR LIFE” for customer
- Asphalt knowledge sharing with customer and authorities
Customer Satisfaction | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 |
|---|---|---|---|---|---|---|---|
Domestic customers | 86.8% | 86.6% | 87.4% | 88.7% | 88.9% | 87.0% | 92.0% |
International customers | 81.2% | 86.5% | 87.5% | 89.5% | 86.8% | 91.0% | 92.0% |
Overall satisfaction | 84.0% | 87.0% | 87.5% | 89.1% | 87.8% | 89.0% | 92.0% |
Satisfaction target | 85.0% | 85.0% | 85.0% | 85.0% | 85.0% | 85.0% | 85.0% |
Customer Complaints Management
We developed effective complaints management system to coordinate, track, resolve, and identify target problem areas. The system also monitors complaints handling performance and make business improvements. We constantly improve complaints management process as our key channel to detect flaws and improve service quality. We perceive each complaint received as business improvement opportunity while it shows to our customers how we value all their opinions and act promptly to rectify all problems, accordingly.
Customer Complaints
By Phone
Corporate website
In person
Report channels
We provide multi-channel customer service support to ensure convenient access and have dedicated live customer service staff available to accommodate our customers’ requests and promptly address any customer complaints they may have.
Customer Complaints Handling
1Day
Receive Complaints / Forward to Responsible Units
We assign highly experienced senior customer service staff to receive customer complaints, analyze the issues, and then forward them to the respective responsible units/individuals within the organization. The experience and readiness of our team will enhance the quality of customer service for all customers.
Investigation
Upon acknowledging a complaint issue, a thorough investigation is conducted to identify the root causes. Prompt corrective action plans, including preventive measures, are then implemented to ensure the issue does not recur.
Complaint Request Issuance/ Corrective Actions
After the investigation, senior customer service personnel will raise the complaint request and collaborate with the responsible departments or individuals to implement prompt corrective actions. We are committed to ensuring that all issues are effectively resolved and prioritize in improving the quality of our services to ensure the best customer experiences.
2Days
Record the Complaint
The final stage of the complaint investigation involves compiling an investigation report that provides detailed information about the complaint and the solutions implemented. This report serves as a reference for addressing future similar issues. We ensure that the compilation process is completed within a controlled timeframe of 2 days and 4+ hours.
2Days
Inform Customer /
Customer Satisfaction Survey
We continuously strive to provide excellent services and actively seek customer feedback, including accommodating their complaints. Through our comprehensive complaints management process, we aim to identify areas for improvement. It is our commitment to ensure that the entire process for addressing any complaint is completed within a maximum of 2 days.
Customer complaints | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | Complaint investigations completed on time target | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
|---|---|---|---|---|---|---|---|
% Investigations completed on time of domestic customers (total cases) | 86% (7) | 100% (7) | 92% (13) | 100% (7) | 100% (7) | 100% (5) | 100% (2) |
% Investigations completed on time of International customers (total cases) | 100% (24) | 100% (26) | 100% (10) | 60% (15) | 100% (6) | 100% (3) | 100% (6) |
Significant Improvement Projects in 2024
Customer Relation Management
Customer Data Analysis
“Establishing a comprehensive database through a customer data management for supporting the sales department in achieving its targets and fosters positive customer relationship”
We are comply with a real-time customer database system that is continuously updated data to enhance the possibility and accuracy of effective customer management. We prioritize the ongoing identification of key marketing functions, including customer ranking, utilizing relevant data such as purchase volume and frequency to rank a customers based on their behavior and interest. This approach enables us to develop appropriate and effective marketing strategies that align with our business objectives. Additionally, we monitor post-sales activities, including complaint management, and customer satisfaction evaluation. By leveraging flexible customer database that can adapt to market changes and customer need, we can consistently enhance our marketing strategies, achieving effective and favorable business outcomes.
Customer Development
“Raising an awareness and promoting sustainable practices among partner to create a culture that benefit community and environmental”
We place the utmost importance on raising customer awareness about community and social development, as well as contributing to improvement of community quality of life. We believe that for a business to co-exist sustainably with its community, it must actively engage in initiatives that enhance the well-being of the community. Our commitment involves promoting best practices and ideas for community care, working together earnestly to drive meaningful progress.
Sharing Knowledge and New Trends That May Have an Impact on Customers Operational Practices
In additional to sales and services, we also focus on knowledge sharing and training on new practices for customer and government department. In 2024 Tipco Asphalt Laos, part of the Tipco Asphalt Group, welcome 16 customers and partners from Laos to visit the Tipco Asphalt headquarters and the Phra Pradaeng plants in Samut Prakan. The visit focused on knowledge sharing about quality control and research and development in asphalt product, including a presentation on the Centralized Logistic systems, which enhances the efficiency of asphalt delivery across Thailand. The company also conducted tests on emulsified asphalt prime (EAP) for prime coat production, which offers better fuel efficiency than cutback asphalt MC-70.
Our technical team cooperation with ours partners, hosted a seminar on road surface repair using asphalt concrete and asphalt emulsion at the OTOP center Uthai Thani for Provincial Administrative Organization (PAO). The seminar aimed to enhance the knowledge of the engineering division, with a focus on improving standard public road safety, covering topics such as renovation, maintenance, and best practices for preserving concrete pavements
The technical team, in collaboration with ours Partners, organized a training session on patching pothole for the Inter-City Motorway Division. The session focused on sharing techniques for using Tipco Premix to patching a pothole on the road surfaces. Participants expressed significant interest in the quality of the premix, particularly those who had previously used the product on Motorways No. 7 and No. 9. Furthermore, the team emphasized the preparing tool for highway repairs during the rainy season
The Group places importance on enhancing fundamental knowledge of heat & safety by organizing resuscitation training through a project “Hand 2 Heart: CPR FOR LIFE”. In 2024, Phitsanulok plants hosted a CPR course for 54 participants from customer company focused training on airway clearance and responding to respiratory blockages. The projects aims to improve survival chances for individuals experiencing sudden cardiac arrest, benefiting both families and the community.
Moreover, the Company not only emphasizes enhancing fundamental knowledge for customers but also focuses on improving safety at customer facilities. The Phra Pradaeng plant contributed to safety improvements at customer’s construction’s site by installing bumper guards in a narrow area. This project enhanced site safety, reduced accident risks, and aligned with customer needs. Additionally, the customer satisfaction survey indicated a satisfaction rate of 98%.
