Customer Relationship Management

GGC strengthens and maintains good relationships with customers. GGC builds confidence and creates customer satisfaction by establishing a channel to receive complaints from customers through the customer relationship management system.

GGC collects feedback and complaints from customers in order to establish a plan to meet the needs of customers accurately, appropriately, and effectively. In addition, GGC also analyzes customer needs and determines future business development and marketing strategies.

Customer Satisfaction Survey

GGC has an annual customer satisfaction survey process to measure the success of the company's operations and make changes according to the results, so that operations are more accurate and efficient, contributing to customer satisfaction. GGC surveys our customer satisfaction levels through the Customer eQTM Index method, which is a tool and criteria used to analyze organizational management and is recognized internationally. The aim of this survey is to improve the processes, results, and the overall perspectives of the organization.

Factors Affecting Customer Satisfaction Survey

Product
  • Quality of products
  • Consistency of product quality
  • Whether or not the product can respond to the needs of customers
Delivery
  • Punctuality
  • Speed of delivery
  • Safe delivery
  • Whether or not the quantity and quality of the products can respond to the needs of the customers
Communication & Marketing Promotion
  • Organizing activities such as conferences and seminars to educate the public
  • Organizing Customer appreciation events
  • Relevant and appropriate promotions and offers
Purchase, Ordering, Payment & Financial Support
  • Organizing activities such as conferences and seminars to educate the public
  • Organizing Customer appreciation events
  • Relevant and appropriate promotions and offers
Sales, Technical Support & Service Agent
  • Ease of contact and whether or not problems can be solved in an efficient and timely manner
  • Fast and accurate coordination

The Success of the Company's Operations 2020

Success Factors
Delivery
Punctual delivery of products, speed of delivery, and safe delivery. In 2020, 100% of products were delivered on time and met the needs of customers.
Factors for Improvement
Product
Product quality, the stock of products that are ready to be delivered, and product qualifications according to the contracts: GGC has set measures to improve operations as follows:
  • Commit in production planning to meet the needs of both domestic and international customers, along with increasing the ability to anticipate customer demand for products in the future
  • Focus on certain customers, such as the export distributors, to solve aforementioned problems

According to the customer satisfaction assessment survey in 2020, GGC’s customer satisfaction level was at 91%, which is higher than the set target of 90%.

Customer Satisfaction Level

Customer Satisfaction Score

(percent)

Performance Target 2020
2018 2019 2020
Customer Satisfaction Score (percent) 94 91 91 90