Customer Responsibility

Customer Responsibility

Organizational Importance and Commitment

Strive to explore new products and technologies while elevating the quality standards of goods and services to meet customer needs amid rapidly changing economic and digital landscapes. This is carried out with social and environmental responsibility, with a primary focus on maximizing customer satisfaction and maintaining strong relationships with customers.

Opportunities and Impact

The Company has implemented a quality management strategy aligned with international standards to maintain and expand its customer base, as well as to increase opportunities for securing new business. In addition, the Company places great importance on selecting raw materials and equipment from trusted and certified partners. Business operations follow ESG principles through a supplier selection and evaluation process, aiming to deliver safe products and services to consumers, minimize long-term environmental impact, and contribute to the development of a sustainable business value chain.

Supporting the SDGs Goals

Goal 3:
Ensure healthy lives and promote well-being for all at all ages.
Goal 9:
Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation.
Goal 11:
Make cities and human settlements inclusive, safe, resilient and sustainable.
Goal 12:
Ensure sustainable consumption and production patterns.

Stakeholders Directly Impacted

Customers
Customers
Deliver products and services that meet customer needs, offer appropriate quality for the price, provide accurate product and service information, and ensure good after-sales service with quick and efficient problem resolution.

Service Quality Control Objectives

Deliver products and services that comply with customer requirements, considering user satisfaction and managing budgets efficiently

ESG Performance Data

Management Guidelines

To ensure that project delivery processes, and the delivery of goods and services to customers, are of quality, comply with specified conditions, and meet customer requirements – while also building consumer confidence – the Company has established a service quality management framework. This framework aligns with the Company’s mission to provide the best choices for customers with products and services that meet their needs, prioritizing customer benefits, and continuously developing personnel capabilities to build expertise and lead in a diverse range of businesses.

Guidelines for Quality Management of Service Delivery in Project-Based Work Groups

Guidelines for Quality Management of Service Delivery in Project-Based Work Groups Click to Enlarge

Guidelines for Quality Management of Service Delivery in the Nature of Product Distribution and Trading Work

Guidelines for Quality Management of Service Delivery in the Nature of Product Distribution and Trading Work Click to Enlarge

Customer Responsibility Practices

1
The Company shall responsibly provide services and deliver quality products and services that meet the requirements of its customers and in accordance with commercial terms, set appropriate and fair prices based on the levels of quality of products and services.
2
The Company shall consider commercial terms and conduct business negotiation in a fair and cautious manner, without taking any advantage, and shall strictly comply with conditions with customers. If the Company is unable to comply with them, the Company shall notify its customers in advance to jointly find solutions.
3
Product and service information shall be disclosed accurately, completely and without distortion of facts.
4
The Company shall safeguard customers’ confidential information as if it is the Company’s information and shall not disclose or use such information for the benefit of the Company or other parties.
5
The Company shall provide a communications channel to receive recommendations, comments, and complaints from its customers and third parties to prevent or resolve problems for its customers with speed and use such information to upgrade or enhance products and services.
6
The Company shall treat customers with courtesy and honesty and equally provide care to all customers, to maintain good and sustainable relationships between customers and the Company.
7
The Company shall not demand or accept assets or items from customers or give any benefits to those with dishonest intention towards customers.

Customer Relationship Development Approach

The Company holds regular meetings with customers before, during, and after the completion of each project to provide tailored solutions that meet individual customer needs, monitor project progress, and gather feedback on customer satisfaction, needs, and expectations. This information is used to improve operations and enhance customer relationships, while also encouraging customer engagement. In addition, the Company fosters customer relationships through other channels, such as customer visits, joint engagement activities, and programs aimed at developing the capabilities of customer personnel.

Customer Satisfaction Survey

With a focus on service quality control and customer satisfaction, the Company has established the setting of targets and the evaluation of customer satisfaction regarding the quality and delivery processes of products and services as part of the performance indicators for each business unit. The evaluation considers various aspects including quality, pricing, delivery, management, and service. The results and feedback are then analyzed to further improve products, services, and overall management efficiency. The Company conducts customer satisfaction surveys regularly on an annual basis and after the completion of each delivery process. The results of these evaluations are reported under Section 1.2 Nature of Business in the Company’s Annual Report.

Customer Confidentiality Maintaining

The Company has implemented personal data protection policies and privacy notices. This is to instill confidence in customers and partners that their personal and business information will be securely managed, stored, and used according to relevant data standards and regulations. In addition, the Company provides channels for data owners to exercise their rights over the collected data according to the law.

Complaint Handling Process

The Company provides customers and consumers with opportunities to file complaints or give feedback through sales representatives, project coordinators, project managers, the email channels of each business unit, and the Company’s website at https://www.loxley.co.th/en/contact-us The Company listens to all complaints, takes corrective actions, monitors progress, and informs the complainants of the results within an appropriate timeframe.

To safeguard the rights of complainants and informants acting in good faith, the Company will keep all information confidential to ensure the safety of the complainants. Access to information will be restricted to personnel responsible for investigating the complaint. All involved parties are obligated to maintain confidentiality and are prohibited from disclosing information to unauthorized individuals unless such disclosure is required by law.

Key Developments
Arranging the business review meetings with key customers at the team and executive levels on the quarterly basis to report the overview of key operations
Including problems and obstacles to customers for acknowledgement. An annual business plan and direction for joint operations were also established to ensure sales volume growth. In addition, demands for additional goods and services were surveyed, by collecting opinions and analyzed for goods sourcing and goods quality improvement to ensure that these goods fit to the customer demand and usage. These activities have been done to expand an opportunity of income generating, and collaboration on goods and service quality improvement for customers.
The collaboration project with customers and business partners to seek for environmentally friendly products and technologies
In order to support the efficient consumption of resources namely, the development project for “White Wool by LoxCons x MicroFiber”, which is the fiberglass insulation produced from recycled glass bottles that are free from Formaldehyde as carcinogen for users’ health safety, and is friendly to the environment under the sustainable building standards in Thailand.
The theme of environmentally friendly products has been developed
To elaborate, the Company joined hands with a supplier to develop the fiberglass wire mesh to be used in the construction of roof structure. The qualification of fiberglass helps reduce the occurrence of rust that is a key factor reducing strength of buildings. Fiberglass does not conduct electricity, is lightweight, has high tensile strength, and reduces the pollution harming the users’ health.
In the past year, no complaints or violations of laws and regulations
Related to safety and occupational health were reported concerning the Company’s products or services. Additionally, there were no incidents of customer personal data breaches.

Our Projects

The innovation "LOX CONS Heat Shield fiberglass insulation"
Environment
The innovation "LOX CONS Heat Shield fiberglass insulation"
Innovation: “Fiberglass Wire Mesh Steel”
Environment
Innovation: “Fiberglass Wire Mesh Steel”
Explore All Projects in Social

Related Documents

Corporate Governance Policy
Download
Personal Data Protection Policy and Privacy Notice For External Parties
Explore More
Procurement Policy
Download
Sustainability Management Policy
Download
ESG Reporting Library