Customer Satisfaction 

EGAT prioritizes an effective and efficient customer management system by studying and understanding both current and future customers to meet the needs and expectations of all segments. This approach aims to create new market opportunities, generate positive impacts, and mitigate negative ones, in compliance with relevant laws and regulations, ultimately contributing to sustainable business development. 

Target for 2024	Performance
●  Customer satisfaction level: higher than 83%	●  Satisfaction level: 96.59%
●  Customer engagement level: higher than 83%	●  Engagement level: 92.2%

EGAT utilizes the customer and market master plan, customer and market management manual, and service charters and standards as key frameworks for effective and efficient customer management across the organization. Additionally, a customer and market working group, comprising representatives from the lines of deputy governor-transmission system, deputy governor-related business and deputy governor-strategy, is responsible for developing, reviewing, and monitoring the implementation of the master plan and action plans. 

EGAT adopts a customer-centric approach by collecting feedback, needs, and expectations throughout the customer lifecycle via its Voice of Customer system (EGAT-VOC) at http://voc.egat.co.th, as well as through other channels. The key needs and expectations shared across all EGAT customer groups include efficient operations, standardized and high-quality products and services, reasonable pricing, and timely responsiveness to customer needs and issue resolution. 

In addition, EGAT continuously develops innovative products and services to meet customer needs and expectations. This includes supporting customers with standardized services, managing customer relationships, handling complaints, and evaluating customer satisfaction across all segments. 

In 2024, overall customer satisfaction among EGAT’s electricity business customers increased compared to 2023. A similar trend was observed among related business customers, including engineering, telecommunications, and by-product innovation businesses. 

For the energy solution business, which was evaluated for the first time, customer satisfaction was rated at the highest level. Meanwhile, satisfaction among electric vehicle solution customers declined from the previous year but remained within the target range. For the power plant operation and maintenance business, as well as the transmission system maintenance business, overall satisfaction is assessed every three years, with the next survey scheduled for 2025. However, in 2024, customer satisfaction was evaluated after each completed service through individual questionnaires sent to customers.