Customer Relationship Management

EGAT places importance on implementing an efficient and effective customer management system that is integrated with the organization’s strategy and governance. The organization also studies and understands both current and future customer needs to effectively respond to the expectations of all customer segments. This approach enables EGAT to create new market opportunities, generate positive impacts, and reduce negative impacts under applicable laws and regulations, ultimately contributing to sustainable business development.

Target for 2025	Performance
●  Customer satisfaction level for electricity customers: at least 84%	●  Customer satisfaction level for electricity customers: 98.52%
● Customer engagement level for electricity customers: at least 84%	●  Customer engagement level for electricity customers: 93.32%
● Customer satisfaction level for related business customers: at least 84%	●  Customer satisfaction level for related business customers: 96.77%
● Customer engagement level for related business customers: at least 84%	●  Customer engagement level for related business customers: 92.39%

Policy and commitment

EGAT has established a Customer Service Charter and Service Standards to ensure that employees clearly understand their roles, responsibilities, and standardized approaches to customer interactions. These standards cover all business touchpoints where the organization engages with customers. The charter is reviewed at least once annually to ensure it remains up to date and responsive to evolving customer needs and market dynamics.

Operational structure

EGAT has established a Customer and Market Working Group, comprising representatives from three business units, namely the Transmission System Operation, Power Business, and Strategy. The group is responsible for the development, review, and monitoring of the implementation of the Customer and Market Master Plan and its corresponding action plans, and reports performance results on a quarterly basis to the Stakeholder and Customer Subcommittee and the Governance and Sustainability Committee.

Management approach

EGAT adopts the Customer and Market Master Plan, Customer and Market Management Manual, and Customer Service Charter and Service Standards as key frameworks to ensure effective and efficient customer management across the organization. The organization also develops and monitors action plans aligned with the Customer and Market Master Plan, including innovation development plans, product and service development plans, and customer relationship management plans. These efforts aim to achieve customer satisfaction at a level beyond compliance and to strengthen customer engagement.

EGAT actively listens to the voice of customers through its EGAT Voice of Customer (EGAT-VOC) system (http://voc.egat.co.th/) and other communication channels to gather feedback, needs, and expectations. This information is used to continuously improve operations and serves as key input for strategic planning, as well as the development of innovations, products, and services to deliver value to customers and society. At the same time, EGAT enhances personnel capabilities and fosters a customer-centric culture, providing support across all customer touchpoints throughout the entire customer lifecycle.

Customer satisfaction is systematically assessed for all customer groups.

Examples of the use of customer voices as inputs for product and service development include:

• Enhancing the speed of information communication by developing a plan to transmit automatic protection system data through the Telegram and EGAT Smart+ applications. This enables customers to receive immediate information on distance relays, an equipment used in power systems to protect against abnormalities on transmission lines which operate when short circuits or other faults occur, as well as the causes of abnormalities on transmission lines, thereby enabling more accurate power system management.
• Strengthening the reliability of protection systems by developing a remote protection processing system (Teleprotection) to support transmission line protection systems connecting EGAT and the Provincial Electricity Authority, in order to address signal quality issues and improve the effectiveness of lightning protection systems.
• EGAT ASH NOVA, an alternative concrete product that is strong, durable, and environmentally conscious. The product uses fly ash, a by-product of EGAT’s electricity generation, to replace up to 100% of cement, helping reduce greenhouse gas emissions and responding to customer demand for sustainable construction materials.