The Company is committed to fostering long-term customer satisfaction and trust through high standards of service quality and accountability, with the aim of building positive and sustainable relationships across all service channels.
Key Stakeholders
Stakeholder Impact
Business Impact
Performance Against Targets
Management Approach
The Company systematically manages customer relationships by focusing on the design and development of high-quality, safe, and fair products and services tailored to the needs of each customer segment. At the same time, it maintains diverse communication channels to ensure convenient, prompt, and timely responses. The Company places strong emphasis on listening to customer feedback, complaints, and suggestions, using such insights to analyze and continuously improve its operations. All actions are carried out with transparency and in compliance with applicable data protection laws. In addition, the Company integrates social and environmental responsibility into its business operations, such as efficient resource utilization, waste reduction, and creating shared value with communities, to enhance customer experience and strengthen long-term trust and confidence.
Customer Experience and Satisfaction Management Personalized Experience Delivery
Digital Communication
The Company systematically manages digital communications by developing and disseminating news, activities, and campaign content through online media to enhance awareness and engagement among members and the general public. This approach supports continuous market expansion and strengthens brand awareness, particularly as consumer behavior increasingly shifts toward digital platforms. The Company therefore prioritizes digital channels to consistently reach diverse target groups in alignment with their specific needs.
Website
PTG Energy
the Max Me application
Customer Satisfaction Assessment
The Company has established a dedicated working team to assess customer satisfaction across all business units. Satisfaction surveys are conducted at least once a year using electronic questionnaires distributed at service points. The assessment framework is divided into two main groups:
Customer satisfaction is evaluated after service completion and point accumulation transactions. Electronic survey forms are subsequently sent to customers who have used the service.
Satisfaction surveys are conducted among fuel station operators (franchisees), focusing on the quality of support services provided by the Company’s departments. The evaluation covers areas such as fuel transportation, depot services, and accounting support, among others.
| Topic | Target | Performance | |||
|---|---|---|---|---|---|
| 2025 | 2027 | 2023 | 2024 | 2025 | |
| Customer satisfaction at gas stations | |||||
| Customer satisfaction at gas stations | 80% | 90% | 93.10% | 93.85 | 94.2% |
| Percentage of total respondents | 80% | - | 93.05 | 91.00 | 90.05% |
| Franchisee customer satisfaction | |||||
| Franchisee customer satisfaction | 80% | 90% | 82.24% | 82.40% | 87.3% |
| Percentage of total respondents | 80% | - | 62.00 | 61.50 | 32% |
Improvement of Performance to Enhance Customer Satisfaction
The Company is committed to enhancing customer satisfaction through continuous service quality improvement, effective complaint management, and active customer feedback collection via multiple channels, including digital platforms and social media. Insights gathered are systematically analyzed and applied to improve operations and service standards.
The Max Me application is continuously developed as an integrated platform to better meet customer needs, enhance user experience, and strengthen long-term engagement. Targeted promotional campaigns, transparent and timely communication of product and service information, and strict compliance with personal data protection policies further reinforce customer trust and support sustainable customer base growth.
Product and Service Complaint Management
PTG Group provides multiple accessible channels for customers and consumers to submit complaints and suggestions. These include the PT Contact Center (Tel. 1614), email at customer_service@maxme.co.th, the “PT Station” Facebook fan page, and the Max Me application. In 2025, the Company summarized customer complaint data as follows:
| Issue | Complainant | 2023 | 2024 | 2025 |
|---|---|---|---|---|
| Number of significant complaints concerning customer privacy violations and customer data loss (cases) | Reported by external parties and verified by the organization | 0 | 0 | 0 |
| Regulatory authorities* | 0 | 0 | 0 | |
| Number of incidents involving customer data breaches, theft, and loss (cases) | 0 | 0 | 0 |
The Company has established a systematic process for receiving and managing customer complaints. Upon receiving a complaint through the channels designated by the Company, responsible personnel will receive the case and record the relevant information in the Customer Relationship Management (CRM) system before forwarding it to the relevant department and branch for fact-finding and appropriate action based on the circumstances of each case.
The relevant department or branch will then contact the customer to provide updates on the progress of the case and information regarding the expected timeframe for further action, as appropriate to each case. The timeframe may vary depending on the nature and complexity of the complaint, as well as the extent of investigation required. The Company monitors the status of each case until the complaint has been addressed and formally closed in accordance with the established process.
Process for Responding to Product Quality Complaints
The Company is committed to handling customer complaints and feedback responsibly to strengthen trust and effectively address customer concerns. Strict measures are in place to protect personal data and prevent any misuse of complaint-related information. Multiple modern channels, including the Max Me application, have been developed to ensure convenient and accessible complaint submission. Upon receiving a complaint, the Company conducts a thorough, careful, and impartial investigation to verify the facts. Appropriate corrective actions are determined according to the severity and nature of each case to ensure timely resolution. Complaint data is systematically recorded, monitored, and analyzed to identify root causes, improve operational processes, and prevent recurrence in the future.