Stakeholders Participation Channels Stakeholders’ Expectation Response Guidelines Customers • • • • • • • • Emailing relevant information to customers Customer Visits The employee has customer relationship management. PR media provides information about products and services Customer Satisfaction Survey Service Complaints Channels Digital Communications Branch Services • • • • • • Wide range of products and services meet specific need of each group of customers Provide information and advice on products and services in a comprehensive, appropriate, and timely manner Products and services are affordable, fairly priced, and offer good value. Maintain customer confidentiality and transparency in business operations Hassle-free and speedy service COVID-19 mitigation measures are taken • • • • • • • • • Design diverse products and services to meet customer’s needs Market Conduct Train employees to efficiently serve customers Periodic survey of customer satisfaction Pr ocess f o r r ece i v i ng complaints and managing c omp l a i n t i s s u e s i s well-defined and appropriate Encourage employees to have good governance in their operations, adhere to morality, ethic, and code of conduct. Announcement of Cybersecurity Policy and Privacy Policy Use efficient technology to speed up, secure, and reduce costs Formulate measures to mitigate the COVID-19 impact Trading Partners and Creditors • • • Data Exchange via E-mail Regular discussion and exchange of ideas Contracting among them Trading Partners Trading Partners • • • Good governance in business operation Trade fairly Clear procurement policy and regulations • • • R e v i ew a n d i mp r o v e procurement pol icy and process Announcement of policy to ensure good corporate governance Secure trading partner data storage system Creditors Creditors • • • Repay principal and interest on schedule Strictly adhere to the contractual clause Transparent disclosure of information • • • Formulate financial liquidity management plan Repay principal and interest on schedule Provide accurate, complete, information periodically or on demand 56-1 One Report / Annual Report 2021 Thanachart Capital Publ ic Company Limited 79
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