Target
2025 Performance
Achieve an overall customer satisfaction rate of at least 90% annually
Received an overall customer satisfaction rate of 91 %
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IRPC is committed to building strong customer relationships to ensure the efficient and timely fulfillment of customer requirements.
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Evolving customer expectations for low-carbon solutions, circular economy practices, advanced materials, and energy efficiency create both opportunities and risks for IRPC. Effective responses support economic value creation, innovation, and improved environmental performance, while inadequate management may lead to customer dissatisfaction, supply chain disruptions, product health and safety, and data privacy risks, affecting customers and end users. These impacts may arise through IRPC’s operations and business relationships across product development, manufacturing, distribution, and customer data management. IRPC manages these risks through a structured customer relationship management approach, including systematic handling of feedback and complaints, ongoing customer engagement, and the use of digital tools to enhance efficiency, protect data, and strengthen customer trust.
Management Approach
IRPC strives to advance business operations in a sustainable manner by engaging with customers. This engagement aims to better understand customers’ expectations, interests, concerns, as well as to build a stronger relationship between customers and IRPC. The Company has implemented customer engagement through customer visits, customer seminars, customer satisfaction surveys, customer relationship development activities and webinars and conference calls.
IRPC also seizes opportunities for feedback exchange during customer engagements, discussing key business aspects such as product development plans, market trends, and customer needs and expectations, including those for environmental-friendly products.
CRM Framework
IRPC’s Customer Relationship Management (CRM) framework aims to strengthen long-term customer relationships by responding swiftly and effectively to evolving needs. It integrates proactive engagement, continuous feedback, and cross-functional collaboration to deliver innovative, low-carbon, and efficient solutions. By leveraging digital tools and addressing risks like supply chain disruptions, safety, and data privacy, the framework enhances customer satisfaction and supports sustainable business growth.
Customer-Centric Vision
- Recognize customers as key stakeholders essential to business growth.
- Commit to understanding evolving expectations on low-carbon, circular economy, innovation, and energy efficiency solutions.
Relationship Lifecycle Management
- Build long-term engagement across the entire customer journey, from onboarding to after-sales service.
- Maintain regular dialogue through multiple communication channels and digital platforms.
Feedback and Responsiveness
- Systematically collect, analyse, and act on customer feedback, suggestions, and complaints.
- Use insights to refine products, services, and response processes to meet needs swiftly and efficiently.
Proactive Engagement and Co-Creation
- Host meetings and sessions to share market trends and help customers adapt to industry changes.
- Collaborate with marketing, production, and other internal teams to co-develop innovative solutions.
Risk and Impact Management
- Anticipate and prevent negative impacts in customer interactions, including supply chain disruptions, product health and safety issues, and data privacy risks.
- Integrate risk monitoring into CRM processes to maintain trust and business continuity.
- Assess and manage product health and safety risks by identifying potential hazards and providing customers with Safety Data Sheets (SDS) for 100% of our products.
Digital Enablement
- Leverage digital CRM tools and platforms to enhance interaction efficiency, information accuracy, and customer experience.
- Track engagement performance to continuously improve service quality.
CRM Implementation and Outcomes
IRPC is committed to conducting its business with integrity and transparency, ensuring equal treatment of all customers. The Company is dedicated to delivering products that meet or exceed quality standards and customers’ expectations. We provide advice and introduce innovations to develop new products that comply with internationally recognized standards. The Company also emphasizes information technology system development to enable efficient access to databases and to support customers by resolving technical issues and fostering strong relationships. All customer-facing operations are interactive, with communication channels such as satisfaction surveys to collect feedback and continuously improve service.
Digital CRM tools and platform
Since 2019, IRPC has implemented CCM4.0, part of the IRPC4.0 strategies, leveraging digital technology to enhance processes and deliver greater value to customers. The system enables the Sales and Marketing Department to collect and manage customer data, including sales and complaints, to strengthen relationships and support targeted marketing activities. CCM4.0 also stores customer data according to standard protocols and transforms it into service-level agreements (SLAs), allowing IRPC to respond to customer requests promptly by notifying the relevant functions, including sales and technical teams, in real time.
In addition, IRPC has deployed the i-REVO system, a tablet-based transportation and logistics management tool that replaces paper-based processes. Operating in real time, i-REVO streamlines communication between warehouses, shipping companies, suppliers, and customers, significantly reducing processing time and improving delivery efficiency, customer satisfaction, and supplier coordination.
IRPC safeguards customers’ personal data through the implementation of a Data Loss Prevention (DLP) system and a Privacy Notice, supported by policies and dedicated working groups that define measures to manage and protect personal data in compliance with the Personal Data Protection Act (PDPA).
Engagement and Co-Creation
IRPC assesses the effectiveness of our customer relationship management through comprehensive customer satisfaction surveys across three business units: petrochemical, petroleum, and port and asset businesses. Feedback from these surveys is analyzed to drive continuous improvement in products and services.
The 2025 survey indicated an overall satisfaction rate of 91% and identified key customer concerns in areas such as quality or specifications. In response, IRPC has taken targeted actions, including Develop products that meet customer needs and maintain quality according to established standards. production processes, maintained and inspected machinery, conducted quality assurance checks before delivery, ensured compliance with truck maintenance regulations, and engaged directly with customers to address issues and identify areas for improvement.
Notably, in 2025, there were no reported violations related to customer health and safety, product labeling, personal data protection, or marketing communications.
Customer Satisfaction (%)
2022
2023
2024
2025
Target
90
90
90
90
Performance
91
94
93
91
Customer Relationship Building Activities
In 2025, the Company organized various activities to strengthen relationships with customers, including:
Launch of Smart Textile Innovation
The company and partners launched “Graphenix X KleanTeQ” a smart textile innovation integrating the Company’s Graphene Ink technology, showcasing potential for downstream business expansion.
Showcasing Sustainable Plastic Innovations
At FTI EXPO 2025, the Company, PTT Group, and the Federation of Thai Industries presented sustainable products under the BCG and Climate Change concepts to drive the industry toward an environmentally friendly future.
Innovative Partnership: POLIMAXX and Thai Nam Present Sustainable Packaging
POLIMAXX, in collaboration with its business partner, showcased innovative packaging solutions at PROPAK ASIA 2025. The highlight of the exhibition was the “Mono PP Solution for Stand-up Pouch,” a packaging solution designed to enhance product functionality while supporting 100% recyclability. This innovation reflects the Company’s commitment to advancing circular economy practices, reducing environmental impact, and promoting sustainable packaging solutions across the value chain.
