Customer Relationship Management

Goal and Performance Highlights

Goal

-

Performance 2024

Customer Satisfaction Survey Score in 2024

Commitment, Challenge and Opportunity

The Company places great importance on building and maintaining sustainable customer relationships. Social and environmental policies are established under the principles of corporate governance and business ethics, with customer satisfaction serving as a key performance indicator each year. To further this commitment, the Company has established the Noble CARE team as a central hub for addressing customer concerns, complaints, and suggestions, while providing accurate information and advice. This system serves as a valuable database to improve products and services in response to customer needs.

Nevertheless, managing customer relationships continues to face challenges, including rising expectations and rapidly changing consumer behavior. Delivering effective customer care across multiple dimensions—before, during, and after sales—while addressing complex issues in certain projects requires efficient resources, skilled personnel, and robust systems. It also depends on cultivating a customer-centric culture across all levels of the organization.

On the other hand, developing a comprehensive and modern customer relationship management system enhances brand trust and loyalty. Continuous listening to customer feedback provides opportunities to further improve the quality of products and services, create competitive differentiation, and reinforce the Company’s image as a socially responsible real estate developer that prioritizes its customers and society. These factors are vital in supporting the Company’s long-term business growth.

Management and Operational Approach

Customer Responsibilities Policy

The Company strives to operate the property development business based on social and environmental responsibility which consists of society and environment of the residential projects, society and environment around the project, and society and environment in the wider range by taking account of development of sustainable residences for the society. The Board of Directors has determined the social and environmental policy in the Policy on Corporate Governance and Code of Conduct which have been announced publicly. Also, close monitoring has been practiced ensuring strictly compliance with the above policy.

Customer Relations Management

The Company prioritizes the customers’ needs, so Noble CARE team has been established as the center to solve customers’ problems including accepting complaints, providing suggestions, and receiving feedback which will be used as the database to improve the Company’s products and services while taking account of the customers’ satisfactions in receiving the best service.

Customer-centered

Prioritizing the customers’ needs to create good customer experience, satisfaction, emotions, and feelings are important.

Customers can access easily

Customers can contact the Company through various channels

Respond promptly to customer inquiries

Return customers’ calls to resolve issues quickly and effectively

Evaluate the customers’ saticfactions

Continuously monitor and evaluate customer satisfaction

Noble CARE team comprises the staff having knowledge, ability, and expertise to assist the customers to solve problems in the Company’s projects, including:

Providing suggestions on the use of equipment in the houses and condominium units.
Providing training on the use of safety equipment and emergency procedures.
Providing customers with consultations and guidance on matters of decoration, addition, and repair.
Preparing manuals for staying in the project, including initial equipment maintenance and repair in the houses and condominium units.
Inspecting the condition of the houses and condominium units before the warranty period expires.
Ensuring the quality of repair in terms of materials and craftsmanship.

Management of the Customer Repair Notifications and Customer Complaints

The Company pays attention to every customer’s complaint because “Every Customer Voice Matters.” Therefore, the Company has established various communication channels to facilitate convenience for customers and the public to report repairs, provide feedback, complaints, suggestions, or compliments through different channels. This ensures that every customer issue is addressed promptly.

Repair Request Channels

Telephone:

+66 2251-9555

Website

Others

Facebook:
www.facebook.com/NobleDevelopment
Line Application:
@Nobledev

Customer Satisfaction Assessment

The Company has adjusted the method for assessment of customer satisfaction surveys from the process of project visits, bookings, contracts, installment payments, inspection and transfer of the houses/condominium units, and notification of repairs when entering the residence until the end of the warranty handled by central call center staff. As well as periodic evaluations so that all parties involved can use the information to systematically improve and develop every step.

Customer Satisfaction Evaluation Topics include

Prospect of Customer Satisfaction: Evaluation of sales office and sales staff service during project visits.
Customer Contract Signed: Assessment of the reservation and contract signing process, installment payments, and sales staff service.
Transferred Customer Satisfaction: Evaluation of material conditions and quality, unit handover process, post-sales service, and transfer procedures.
Move-in Customer Satisfaction: Assessment of aftersales service quality, workmanship quality, post-sales staff service, and communication channels.