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
- No return of any product regarding the quality issue
Long-term goals :
- More than 85 % customer satisfaction score
- Resolve all customer complaint in a timely manner
2023 Key Performance(s) :
- The overall customer satisfaction score is 89 %
- 100 % of customer complaints resolved in a timely manner
- Zero product returns from quality issue
- Provided safety awareness courses for customers
- Allocate safety course for customer employees
Customer Satisfaction | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 |
|---|---|---|---|---|---|---|
Domestic customers | 86.8% | 86.6% | 87.4% | 88.7% | 88.9% | 87% |
International customers | 81.2% | 86.5% | 87.5% | 89.5% | 86.8% | 91% |
Overall satisfaction | 84.0% | 87.0% | 87.5% | 89.1% | 87.8% | 89% |
Satisfaction target | 85.0% | 85.0% | 85.0% | 85.0% | 85.0% | 85.0% |
Customer Complaints Management Showing Our Sincerity for Cooperation
The Group 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 | Complaint investigations completed on time target | 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) |
% Investigations completed on time of International customers (total cases) | 100% (24) | 100% (26) | 100% (10) | 60% (15) | 100% (6) | 100% (3) |
Significant improvement project in 2023
guidelines for 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”
Our company 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”
Our company places 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.
Furthermore, Tipco Asphalt Co., Ltd. sales and marketing department has been collaborated with the engineer construction team from AOT and Choksuchin Construction Ltd. to renovate Ban Nong Hiang school, located in the Hua Hin Prachuap Khiri Khan. This project focuses on repairing deteriorated area such as the library, classroom, toilets, and other blind spot that could pose a danger to student and staff.
The project objective is to provide an opportunity for employees, customers, and suppliers to participate in a community that enhances the well-being of students and shares essential resources with the community. We expect that this community project will inspire a sense of civic responsibility and foster a better and more cohensive community.
Sharing knowledge and emerging trends that may have an impact on our customers operational practices
In additional to sales and services, Company also focus on sharing of knowledge and training on new practices for customer and government department. In 2023, Our sales department in south had been collaborate with Morakot Chumphon Construction Co., Ltd. and Department of highway 17 (Krabi) organized training session related to Porous asphalt technique by explaining about material, process, step and operation, including the mixed of stone and rubber, production temperatures, paving and compaction methods, as well as post-use maintenance of Porous asphalt roads, ensuring ongoing quality in Porous asphalt work.
Our technical team cooperation with Naklangpattana(1992) Ltd., partnership and department of highway 6 (Khon Kaen) organized the training course for Asphaltic concrete and Asphalt Hot Mix in-plant Recycling. The program is include the asphalt innovation training for staff who responsible for inspection and analysis tasks related to material testing and quality control duties at a meeting room in department of highway 6 (Khon Kaen). Participant were encouraged to attentively listen, activeky engage, and exchange insights on challenges encountered during their role and preventive strategies to mitigate future issues
Outstanding project from providing a n asphalt product from Malaysia refinery
During the past three years, Our company consistently supplied high-grade asphalt for the construction of Runway 3 at Suvarnabhumi Airport. This major project stands as a testament to our expertise and commitment, and we take great pride in our contribution to it success
Currently, our company has successfully delivered 27,000 metric tons of special grade asphalt. The asphalt is produced efficiently through our refinery processes in Malaysia, ensuring it meet the stringent requirements for Hot mix production-containing a feature of durable, flexible, capable of with standing impact, and adhering securely, in accordance with airport specifications.
