Customer Relationship Management
Importance and Mission
The significance of strengthening customer relationships and satisfaction lies in the fact that customers are a key stakeholder group that drives the widespread transition to clean energy. At the same time, reducing carbon emissions is also a priority for many customer segments, including manufacturing, transportation, and energy industries.
Customer retention therefore requires more than the efficient and uninterrupted delivery of energy. Customers also expect technical support throughout the operational period, such as maintenance services and performance monitoring of the energy supplied. The Group provides accurate knowledge on renewable energy usage from the pre-project stage, including the quantitative and qualitative benefits for both customer organizations and society. When these benefits align with the customers’ sustainability direction, they further enhance customer satisfaction at a high level.
Although energy delivery is governed by contracts, power purchase agreements, and strict compliance requirements, the Group does not limit its efforts to meet energy performance expectations alone. The Group is committed to developing relevant innovations for customers, providing new knowledge, and introducing new energy projects that enable customers to access and benefit from renewable energy more effectively. This approach demonstrates the Group’s ability to meet diverse energy needs in alignment with its business goals, vision, and mission.
SDGs in the Customer Relationship Management
Goals and Performance Highlights
Goals
In 2050, the customer satisfaction score was no less than 90%.
In 2030, the number of customer complaints was 0%.
Performance Highlights 2025
Customer satisfaction score is at 98.2%.
There have been no customer complaints.
A 100% review of complaint handling procedures and practices has been completed.
Management Approach
- The Group is committed to delivering the highest level of customer satisfaction and creating positive experiences for all customer segments. This includes presenting products through online channels (Digital Approach) that align with customers’ digital communication behaviors, enabling broader customer reach. The Group emphasizes delivering value beyond price while supporting the global mission to reduce carbon emissions through the use of renewable energy.
- Installation and delivery are carried out in accordance with contractual obligations and specific legal requirements related to permits. These strict operational frameworks ensure accuracy for both customers and the Group, support timely project progress, and enable customers to receive the benefits that meet their operational needs.
- The Group places importance on collaboration and participation in customer activities such as fire drills, emergency evacuation exercises, health and sports events, and fundraising initiatives for public benefit. The Group also evaluates and plans future activities that support customer operations or enhance value from energy use, such as workshops, renewable energy technology showcases, or initiatives that encourage customers to develop renewable energy innovations.
- To ensure effective management of customer complaints, the Group requires at least one annual drill of the complaint handling procedure to strengthen operational readiness.
