Page 68 - 56-1 One Report 2022 EN

Part 1 Business Operation and Operating Performance

and leisure activities. Since the customers are key stakeholders in the Company's value chain, the Company must
be aware of their expectations and needs. The Company can use such information for developing and improving
products and services to meet the needs of existing customers, new customers, and other stakeholders, which in
turn creates sustainable growth in the customer's business along with the Company's business.
To get expectations, needs, and the impact on the customer besides sales and service departments, which often
receive direct feedback from customers, the Company also conducts a customer satisfaction survey every year.
With an analysis of the satisfaction scores, we will use it to determine a work plan for amending, improving, and
developing further services for customers.

In 2022, the Company conducted a customer satisfaction survey and classified customers into 4 main groups
including 1) Transponder Service, 2) Broadcast Service, 3) Broadband Service, and 4) Maritime (NAVA) Service.
From the survey, the satisfaction scores of Thaicom customers were 87.65%, more than that of 2021 by 1.48% and
higher than the set target of 87%.

Comparison on customer satisfaction scores (%)
2019/Target 2020/Target 2021/Target 2022/Target
85.9/87 84.9/87 86.17/87 87.65/87
Overall it can be concluded from the survey that customers provided positive comments about Thaicom. For
example, when there is a new technology and service, Thaicom always shares it with customers. It also discussed
general services and problem-solving that have been improved over the past year. The issue of service cost is still
not the main factor that customers use the service from Thaicom.

Operating Results of 2022
Remark: The Company used the satisfaction survey results of 2021 to improve its activities in 2022.
Customer Group Implementation Performance of 2022
1. Broadband Service Proactively send our technical support • Training and demonstration of the
personnel to support customers on new use of satellite communication
satellite projects both domestically and systems for both private sector and
internationally to ensure the success and vocational institutes to extend and
completion of said projects and promote expand business opportunities
the customers to maximize benefit from • Launched an exhibition to publicize
new business and project opportunities and promote sales together with
arising from satellite technology. dealers
• Collaboratively tested systems and
equipment for new services with
customers for a variety of services
and fine-tuned the equipment or
system to meet the need of users
• Participated in meetings, assess and
inspect the quality of customer
services by listening to problems
and suggestions from customers
directly

2. Broadcast Service Support customers' operations by providing • Organized face-to-face training in
experienced staff in broadcast technology. small groups and online training

Part 1 Page 54