Home / Sustainability CUSTOMER RELATIONSHIP MANAGEMENT

“ThaiBev places highest importance of managing relationships with customers along the entire value chain. These include;”

% Customer Satisfaction Score
86%

KPI 2018 (2561)

% Customer Survey Coverage
100%

KPI 2018 (2561)

Target setting and Monitoring of Customer Satisfaction
KPI 2018 (2561) 2015 (2558) 2016 (2559) 2017 (2560) 2018 (2561)
% Customer Satisfaction Score 86.00% 84.90% 86.10% 86.40% 88.30%
% Customer Survey Coverage 100.00% 54.52% 73.17% 100.00% 100.00%

ThaiBev is committed to maintaining highest standard of customer satisfaction across all channels. In 2018, a customer satisfaction survey has been conducted by Center of Applied Economics at the Faculty of Economics at Kasetsart University, using internationally accepted methodology. The survey covers 446 ThaiBev’s customers representing 100% coverage.

KPIs has been set up to monitor customer satisfaction throughout ThaiBev’s delivery value chain with details as follow;

  • Pre Distribution Conditions and Coordination
  • Billing and Invoicing Process
  • Product Loading Process
  • Issue Handling – Communication
  • Post Distribution Damaged Goods Issue Management
  • Coordination for Product Return Process