Relationship and Responsibility Management
PTG designs strategies for managing customer relationships and responsibilities to adapt to current and future customer needs, such as strategies for retaining existing customers, acquiring new ones, designing various campaigns, delivering products and services digitally, utilizing business tools to listen to consumer voices, conducting market research, and monitoring customer complaints on social media.
Customer Service Standards at Service Stations
PPTG has in place 5 service control standards as follows:
1) Internal Standard Control conducted by station managers, area managers and regional managers, including Walk the Store, Shift Changes Book, Stop and Watch.
2) Customer feedback via Call Center 1614.
3) Best employee rewards such as Best of Customer Voices activity.
4) Max Service – an emergency refueling service for customers.
5) Know your customer, where service station teams are focusing on maintaining good relationships with key accounts, making visits to key customers, and communicating with Top-20 customers.
Protection of Customer Personal Data
PTG places importance on and respects the privacy of its customers, with awareness of personal data protection, including measures to ensure the security of personal data in compliance with the Personal Data Protection Act, B.E. 2562 (A.D. 2019). Additionally, there are policies such as the PrivacyPolicy, Privacy Notice, and guidelines for handling data breaches, along with forms for data subjects' rights usage. These are aimed at safeguarding the personal data security of customers, partners, contractors, employees, and all individuals associated with the Group. This ensures confidence that personal data collected, used, disclosed, or transferred by the company to external or foreign parties is protected. The Company regularly trains its employees to increase awareness and understanding of the importance of personal data. Furthermore, marketing, ordering, and customer service data are kept confidential and accessed only by authorized personnel. If such data is disclosed or transferred to other parties, the Company will act in accordance with the law and always obtain consent from the data subject in advance.
PTG has internal tracking and control processes in place, with independent units responsible for providing assurance, consultation, auditing, and scrutinizing internal control practices, risk management systems, and governance oversight. These units monitor the progress of corrective actions taken by the audited departments until completion. They present work performance reports to the Company's Governance Committee and Risk Management Committee for review on a quarterly basis.
Download Personal Data Protection Policy
Digital Technology for Enhancing Customer Relationship Management
PTG has leveraged digital technology to revolutionize marketing and customer relationship management, adapting to the digital age seamlessly. Through sophisticated business tools, PTG actively monitors and engages with consumer sentiments across social media platforms using social listening tools. This enables them to stay attuned to market dynamics and maintain robust customer relationships. Notably, customer data remains strictly confidential, safeguarded from external and unauthorized access. Moreover, PTG continues to enhance its Max Me mobile application, serving as a comprehensive platform for customer convenience in marketing, wallet transactions, and product purchases, spanning a diverse range from oil to coffee and beyond. By meticulously analyzing customer behavior related to marketing initiatives, payment methods, and product orders, PTG ensures continuous adaptation to meet evolving customer preferences. Furthermore, PTG employs data-driven insights to segment the market effectively, crafting tailored marketing campaigns that resonate with each customer segment. Embracing digital channels such as LINE, websites, and mobile applications, PTG strives to deliver superior service experiences, nurturing long-term customer loyalty.
In the domain of digital product and service delivery, the Company has leveraged customer feedback and suggestions (Voice of Customer: VOC) to optimize customer relationship management efficiency. This input is pivotal in designing campaigns tailored to meet customer needs and monitoring their performance. Such practices instill confidence that the Company's campaigns yield utmost customer satisfaction and are responsive to customer feedback. Through customer segmentation, a critical tool for effective planning and execution, the Company ensures the identification of usable and precise customer segments, thus enhancing its profitability potential.
Customer Satisfaction Surveys
PTG has customer satisfaction surveys in place, which are divided into 2 parts:
1. End user surveys: End users shall be asked to rate the service they receive at the point of service using the Net Promoter Score (NPS). Elaborately, customers shall receive a survey after they visited a service point and earned reward points.
2. Dealer Owned Dealer Operate (DODO) survey: This survey is to assess satisfaction of DODO operators in particular, asking them to rate their satisfaction on services provided by various associated departments, which cover oil transportation, oil depots, accounting, etc.
| Topics | Performance | Target | |||
| 2021 | 2022 | 2023 | 2023 | 2027 | |
| Franchisee customer satisfaction | 85% | 83% | 82.24% | 80% | 90% |
| Percentage of all customers | 8.26 | 27.61 | 62.00 | - | - |
| Customer satisfaction at gas stations | 90.48% | 92.87% | 93.10% | 80% | 90% |
| Percentage of all customers | 55.00 | 92.03 | 93.05 | - | - |
*Note: Satisfaction of customers who use gas stations has been calculated from the average satisfaction of customers who use the services of each department within the gas station, including PTC, OLP, PUN, Coffee World, MaxMart, and Autobacs.
Performance improvement to enhance customer satisfaction
Customer responses shall be processed and submitted to relevant parties to improve their services for the benefit of customers. Results obtained from customer satisfaction surveys have been woven into campaigns and services to resonate with consumer needs. For instance, service model development and campaign rollout at service stations, e.g., a campaign that requires point redemption to participate in a special event, exchange of e-Stamps with a souvenir, etc.
Statistics on Customer Security and Privacy Complaints
PTG has channels for receiving complaints in place such as Call Center at 1614, email at customer_service@pt.co.th, Facebook Fan Page, mobile application PT Max reward. In 2022, complaints received from customers can be summarized as follows:
| Issue | Complainant | 2021 | 2022 | 2023 |
| The number of significant complaints regarding customer privacy violations and customer data loss (cases). | Third parties with the organization’s confirmation. | 0 | 0 | 0 |
| Regulating authorities* | 0 | 0 | 0 | |
| The number of incidents involving data breaches, theft, and loss of customer data (cases). | 0 | 0 | 0 | |
*Note: Regulatory authorities refer to government agencies or independent bodies established by law.
Product Quality & Recall Management
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