Creating Value for Society

Building Better Customer Experience

Building Better Customer Experience

Risk Opportunity
Customers are a group of stakeholders who have a significant impact on the Company's performance and sustainability. Their experiences with the Company's products and services, particularly those that directly affect their businesses, are crucial. If the Company fails to serve their needs or maintain a positive relationship with its customers, it may ruin their trust in the Company and the Company's reputation both regionally and globally. This is because current customers are leaders in many industries with extensive networks that include suppliers in various global supply chains. Consequently, this may influence the decisions of potential investors and future customers to invest in the Company's industrial estates in Thailand and other countries. Having a good customer experience and creating satisfaction with the Company's products and services will increase business opportunities by convincing customers to repeat their purchases of products and services, refer others, and build confidence and reputation for the Company, which will lead to continuous and sustainable growth. Furthermore, having a close and positive relationship with customers, in addition to understanding their attitudes and opinions, will help the Company develop better products and services. Gathering information from customer engagement also enables the Company to keep up with changing trends in customer demands in various industries and prepare to meet future customers' needs.

Management Approach

The success of customers or factory operators within the industrial estates is a key factor supporting the Company’s long-term economic growth. Therefore, the Company has always prioritized its customers, treating them in accordance with business ethics and the philosophy of 'ALL WIN'. The Company also promotes customer engagement and effective relationship management to build strong ties and trust, positioning itself as a strategic partner in business success and mutual growth.

The Company has established an operational framework through a set of customer‑related policies and practices. These include the “Customer Policy”, which governs the delivery of quality, safe, and standard‑compliant products and services that appropriately meet customer needs; the “Confidentiality Policy”, which provides oversight for the protection of business information and customers’ personal data; and the “Stakeholder Engagement Policy”, which supports systematic mechanisms for listening to customer expectations, concerns, and feedback. In addition, the “Quality, Safety, Occupational Health, and Working Environment Policy” is applied to control product and service quality, ensure safety, and manage risks throughout the Company’s operations and supply chain. Collectively, these policies aim to strengthen customer confidence and maintain sustainable long‑term customer relationships.

The Board of Directors plays a key role in overseeing the Company’s customer responsibility practices to ensure compliance with applicable laws, regulations, policies, and relevant guidelines. The Board considers and reviews significant policies, monitors risks and performance related to customer, and provides recommendations to continuously enhance operational effectiveness. The Company has delegated responsibility for policy implementation to the Chief Executive Officer of the Real Estate Business Group in Thailand, and relevant executives. This includes establishing appropriate processes, control measures, responsible persons, and resource allocation for product and service quality management, customer safety, timely and appropriate customer communication and responsiveness, access to accurate and sufficient information, as well as the management of complaints and customer relationships. These processes are intended to ensure that customer feedback is systematically incorporated into tangible improvements in operations and service delivery.

The Company has established the following strategies for managing customer relationships as follows.

Customer Relationship Building and Retention

In 2025, the Company served a total of 1,386 customers, including tenants and factory operators across both AMATA industrial estates. As a key stakeholder group, these customers play an integral role in the Company’s long-term success. Maintaining strong and constructive customer relationships is therefore crucial to the Company’s sustainable business operations. To this end, the Company engages with customers through a range of activities and communication channels to understand their needs, expectations, and operational challenges. These insights inform the continuous improvement of products and services, ensuring that the Company can respond effectively and proactively to evolving customer requirements. Moreover, customer engagement efforts aim to foster collaboration in minimizing environmental and social impacts across the supply chain. In 2025, the Company organized several meetings and initiatives to engage customers, as outlined below.

1. AMATA Japanese Society
  • Objective: To serve as a communication platform for information exchange between the Company and its Japanese clients operating within AMATA City Chonburi and AMATA City Rayong Industrial Estates. Japanese companies represent a significant portion of the customer base, accounting for 54% and 25% of tenants in Chonburi and Rayong respectively.
  • Membership: 195 Japanese companies in AMATA City Chonburi Industrial Estate and 55 companies in AMATA City Rayong Industrial Estate, totaling 250 companies.
  • Number of activities organized in 2025: 30 activities.
  • Number of participating customers: 250 member companies.
Customer Needs and Expectations
  • Provision of information support related to monsoon preparedness and flood prevention measures.
  • Regular site visits by AMATA executives to meet and engage with factory management, in order to obtain direct customer feedback.
The Company's Response in 2025
  • Knowledge-sharing Platforms
    • The Company organized briefing sessions to communicate flood prevention and management plans within the industrial estates, while also providing relevant supporting information.
    • The Company organized networking, dialogue, and information-exchange activities among executives from enterprises located within AMATA Industrial Estates, government agencies, and other private-sector organizations. These activities provide platforms for sharing perspectives and knowledge on climate change preparedness, changes in relevant laws and regulations, as well as emerging technologies and solutions.
  • Surveys and In-depth Interviews
    • The Company conducted customer needs surveys and targeted in-depth interviews to gather feedback and insights on operational directions across different industrial groups. The information obtained is used to support the development of industrial estates that appropriately address the needs of Japanese customers in terms of products, services, and safety within the industrial estates.
2. HR Association of AMATA City Chonburi (HRA)
  • Objective: To serve as a central platform for academic knowledge exchange in human resource management among manufacturing companies operating in AMATA City Chonburi Industrial Estate. The initiative promotes education, research, and dissemination of academic knowledge in HR management through seminars and skill-building sessions led by professional speakers.
  • Membership: A total of 328 companies, representing 38.05% of all factory operators within the AMATA City Chonburi Industrial Estate.
  • Number of activities organized in 2025: 12 activities.
  • Number of participating customers: 250 companies.
Customer Needs and Expectations
  • Provision of updated information and insights related to environmental and safety laws and regulations, including newly amended or newly announced legislation issued by government agencies.
  • Exchange of information on human resource management practices, and the provision of knowledge and informational support covering various aspects of human resource management.
The Company's Response in 2025
  • Occupational Health and Safety Training Services
    • Training on the topic of "Key Requirements for Compliance with Applicable Laws and Regulations of the Industrial Estate Authority of Thailand (IEAT)".
    • Training on the topic of "Safety Innovation for the Future: Effective Reduction of Documentation in Safety Management Systems".
    • Training on the topic of "Key Elements in Emergency Preparedness Planning for Solar Rooftop Systems".
  • Establishment of an Occupational Safety Officers Club
    • AMATA City Chonburi Industrial Estate, in collaboration with the Industrial Estate Authority of Thailand (IEAT) through the AMATA City Chonburi IEAT Office, established an Occupational Safety Officers Club and invited selected operators within the industrial estate to serve on the Club's management committee.
  • Knowledge-Sharing Platforms
    • The Company organized meetings to exchange information on human resource management, including topics such as relevant laws and regulations, strategic human resource management, and labor relations management within the organization.
3. AMATA City Rayong Management Group (ACMG)
  • Objective: To serve as a central platform for sharing practical and regulatory knowledge in human resource management among factories operating within AMATA City Rayong Industrial Estate. The platform also provides consultation and guidance to help ensure legal compliance in factory operations, as well as organizes seminars to enhance HR management skills and knowledge through professional speakers.
  • Membership: A total of 88 companies, representing 16.79% of all factory operators within the AMATA City Rayong Industrial Estate.
  • Number of activities organized in 2025: 11 activities.
  • Number of participating customers: 70 companies.
Customer Needs and Expectations
  • Provision of information and knowledge support on various aspects of human resource management, including relevant future trends such as the application of artificial intelligence (AI) in human resource management, on-the-job training, and workforce capability development.
  • Information on wage adjustments, bonuses, and employee benefits of enterprises operating within the industrial estate.
The Company's Response in 2025
  • Training, Knowledge-Sharing Seminars, and Study Visits
    • A knowledge-sharing seminar on the topic: "The Importance of Feedback in Performance Management".
    • A training program on "Coach the Coach: Effective Coaching Skills for Engagement and Performance".
    • A study visit on human resource management, administrative functions, labor relations, and sustainable business practices at Kao Industrial (Thailand) Co., Ltd.
4. AMATA City Chonburi CSR Club
  • Objective: To establish a collaborative network for Corporate Social Responsibility (CSR) among factory operators, healthcare institutions, educational organizations, and AMATA. The Club focuses on joint efforts to care for and develop the surrounding communities of AMATA City Chonburi Industrial Estate. It also aims to promote knowledge sharing on CSR practices and community engagement for sustainable development, enabling each organization to implement CSR activities more systematically and effectively.
  • Membership: 226 factory operators in AMATA City Chonburi Industrial Estate, representing 26.22% of all factory operators in the estate.
  • Number of activities organized in 2025: A total of 30 activities.
  • Number of participating customers including membership and non-membership: 348 companies.
Customer Needs and Expectations
  • Corporate Social Responsibility and Community Engagement Activities:
    • Knowledge and guidance on understanding and implementing Corporate Social Responsibility (CSR) activities, Creating Shared Value (CSV), and community engagement initiatives that contribute to sustainable development and organizational sustainability.
    • CSR and community engagement initiatives aimed at supporting and improving the well-being of communities surrounding AMATA City Chonburi Industrial Estate.
The Company's Response in 2025
  • Training and Knowledge-Sharing Seminars
    • The Company organized a knowledge-sharing seminar titled "Sustainability in Action," presented by a sustainability expert to club members to enhance understanding of sustainable business practices and explore potential collaborative activities or projects.
  • Community Care Activities / Projects
    • The Company, in collaboration with member companies under the Association, implemented community development initiatives in the areas surrounding AMATA City Chonburi Industrial Estate, focusing on quality of life, local economic development, environmental sustainability, educational support, and improved access to education for local youth.
5. CSR Volunteer Club at AMATA City Rayong
  • Objective: To establish a collaborative network on corporate social responsibility (CSR) among factory operators, healthcare providers, educational institutions, and AMATA, with a focus on jointly caring for and developing communities surrounding the AMATA City Rayong Industrial Estate. The Club aims to promote knowledge on CSR activities and community engagement to foster sustainable development. It also supports each participating organization in conducting CSR activities more effectively and systematically.
  • Membership: 125 factory operators in AMATA City Rayong Industrial Estate, representing 23.85% of all factory operators in the estate.
  • Number of activities organized in 2025: A total of 29 activities.
  • Number of participating customers including membership and non-membership: 144 companies.
Customer Needs and Expectations
  • Corporate Social Responsibility and Community Engagement Activities:
    • Knowledge and information to enhance understanding of CSR activities, implementation of social responsibility initiatives, creating shared value (CSV), and community engagement practices to support sustainable development and strengthen long-term organizational sustainability.
    • CSR initiatives and community engagement programs aimed at supporting and uplifting local communities surrounding AMATA City Rayong Industrial Estate.
The Company's Response in 2025
  • Community Care Activities / Projects
    • The Company supported the organization of meetings to jointly develop community initiatives focusing on improving educational access and opportunities for youth, enhancing environmental quality, and restoring and conserving local water resources.
    • The Company supported the implementation of activities jointly organized with factories within the AMATA City Rayong Industrial Estate, such as National Children's Day, blood donation campaigns, commemorative tree-planting events, community reforestation, job fairs, aquatic animal release and fish habitat creation activities, friendship sports events, flood relief efforts, and school development initiatives, the AMATA Smiles Caravan program, volunteer teacher activities, and household vegetable gardening initiatives for school kitchens.
6. Waste Management Meetings
  • Number of activities organized in 2025: 1 session.
  • Number of participating customers: 300 companies.
  • The Company organized a meeting to provide knowledge and understanding on the development of waste management projects based on the Circular Economy concept.
7. Water Management Meetings
  • Number of Activities Organized in 2025: 1 session.
  • Number of participating customers: 120 companies.
  • The Company organized a meeting to enhance awareness and understanding in order to build confidence regarding the quantity and quality of water supplied to factories, preparedness for flood and drought management by AMATA, and water management within the industrial estate.

Customer Safety

The Company gives high priority to ensuring the safety of customers within the AMATA Industrial Estates, covering both the provision of safety measures in common areas and the effective management of emergency situations. Operations are conducted in strict compliance with applicable laws, regulations, and relevant standards. Potential emergency risks are regularly assessed and reviewed in order to define appropriate prevention and response measures. Fire stations and emergency response centers have been established within AMATA City Chonburi Industrial Estate and AMATA City Rayong Industrial Estate to enable customers to access assistance on a 24‑hour basis. In addition, the Company supports the enhancement of customers’ preparedness by establishing an industrial fire training school, providing safety training services, conducting emergency response drills, and organizing specialized seminars related to safety, with the aim of strengthening knowledge, skills, and capabilities for appropriate prevention and response to emergencies.

In 2025, the Company responded to a total of 10 fire incidents involving customers in both industrial estates. In all cases, emergency response was provided within the target response time of 8 minutes. No injuries, fatalities, or significant impacts on surrounding communities or common areas of the industrial estates were reported. Further details on safety management within the industrial estates are presented in the section “Building A Safe Society”.

Customer Data Confidentiality and Privacy Protection

The Company is committed to safeguarding personal data and customer privacy, including confidential business information. This is implemented in strict accordance with its Confidentiality Policy, Insider Trading Prevention Policy, Cybersecurity and Information Technology Policy, and other relevant data security measures. These measures cover data access authorization, data storage and use in accordance with defined purposes, prevention of unauthorized disclosure, communication and training for relevant personnel, as well as the establishment of whistleblowing and complaint channels for reporting policy violations.

In 2025, the Company did not receive any substantiated complaints regarding violations of customer privacy, either from external parties or regulatory authorities. In addition, no incidents of leakage, theft, loss, or compromise of identifiable customer personal data or confidential business information were identified, nor were there any cases arising from customer privacy violation incidents reported in prior years.

2025
Substantiated complaints from external parties (cases) 0
Complaints from regulatory authorities (cases) 0
Incidents involving leakage or loss of customers' confidential business information (cases) 0
Incidents involving leakage, theft, or loss of customers' personal data (cases) 0

Customer Complaint Management

The Company has provided various easy-access channels for receiving customer complaints and developed a Customer Complaint Management System in accordance with the ISO 14001:2015 standard for its customers to inform the Company directly and receive resolutions within the specified period. Upon receiving a customer complaint, the responsible party will forward the complaint to the relevant department for resolution within the specified time frame. Once the issue is resolved, the customer will be contacted to report the resolution. The complaint will then be recorded in the Company’s complaint database for future reference and improvement.

In 2025, the Company received a total of 416 complaints related to utilities and services. Among these, 167 complaints were related to issues with raw water, tap water, and wastewater management, accounting for 40.14% of total complaints. This was followed by 103 complaints related to traffic issues (24.76%), 87 complaints concerning solid waste management (20.91%), and 59 complaints related to utility services (14.18%), respectively. All complaints were resolved within the specified timeframe and responses were provided to customers in 100% of cases.

Customer Complaints by Category in 2025 40.14% 24.76% 20.91% 14.18% Raw Water, Tap Water and Wastewater Management Traffic Solid Waste Management Basic Utilities and Infrastructure

The responsible departments have analyzed customer complaints to determine appropriate corrective and preventive measures, which were subsequently presented to the management meetings for acknowledgment and approval. For example, in response to traffic-related complaints, AMATA Facility Services Co., Ltd. conducted a comprehensive analysis based on complaint data collected over the past three years. This analysis included factors such as primary and secondary causes of accidents, frequently affected areas, severity of incidents, urgency levels requiring resolution, and potential risks of recurrence, as well as on-site conditions. The findings were used to develop targeted solutions encompassing both engineering infrastructure and management strategies. In addition, advanced technologies were identified and incorporated to enhance operational effectiveness. Post-implementation, the Company also conducted regular follow-up inspections of the improved areas to assess the success and efficiency of the corrective actions taken.

Customer Satisfaction

The Industrial Estate Authority of Thailand (IEAT) conducts an annual customer satisfaction survey across 46 industrial estates nationwide. The survey evaluates seven key areas: 1) products and services, 2) pricing for land sales, leases, maintenance fees, water, and other service charges, 3) customer service points, 4) communication channels, 5) staff quality, 6) service processes and procedures, and 7) the physical environment within the industrial estates.

In 2025, the survey results showed that AMATA City Chonburi Industrial Estate received an average satisfaction score of 95.4%, while AMATA City Rayong Industrial Estate achieved 93%, both exceeding the Company’s target of 90%.

Customer Satisfaction Score Conducted by the Industrial Estate Authority of Thailand (%) 100 95 90 85 80 75 Target 90% 84.0 88.0 86.0 91.4 88.2 91.8 90.6 91.8 93.0 92.2 94.0 92.6 95.0 92.6 95.4 93.0 2018 2019 2020 2021 2022 2023 2024 2025 AMATA City Chonburi AMATA City Rayong

Additionally, to obtain more detailed insights into customer satisfaction within the AMATA Industrial Estate, the Company conducted a customer satisfaction survey annually through questionnaires and direct interviews with the Company's staff. The Company also held a meeting with high-level executives of factories and entrepreneurs in each industry to learn about the changing trends in customer needs in the future as well as the customers’ problems and concerns that require support from the Company, such as products and services related to climate change and coordination with government agencies regarding rules, regulations, and restrictions that hinder today's ESG-focused business practices.

In 2025, the Company conducted a customer satisfaction survey in both AMATA Industrial Estates, covering 10 aspects related to products and services: 1. Water and wastewater management; 2. Roads, traffic signals, signs, and streetlights; 3. Safety and security; 4. Emergency preparedness and crisis management; 5. Public and green space management; 6. Waste management; 7. Telecommunication and internet services; 8. Industrial estate services to meet stakeholders' needs; 9. The Company’s employee services 10. Communication channels and activities. The survey also covered customers’ needs and expectations, enabling the Company to use the insights gained to identify opportunities for service and product development, as well as to guide its operations so that it can respond more effectively to customer needs.

The customer satisfaction scores for AMATA City Chonburi Industrial Estate and AMATA City Rayong Industrial Estate were 79.9% and 81.5% respectively, both representing an increase from 2024. Moving forward, the Company plans to enhance its customer relationship management processes by establishing more diverse and specific customer communities to closely monitor customer needs and expectations. Additionally, efforts are underway to improve the efficiency of complaint management processes to elevate product and service satisfaction levels.

Customer Satisfaction Score Conducted by AMATA (%) 81.5 79.9 2025 79.7 78.2 2024 78.2 77.9 2023 74.2 75.1 2022 72.7 72.8 2021 70.7 71.8 2020 70.0 70.0 2019 68.0 68.0 2018 50.0 55.0 60.0 65.0 70.0 75.0 80.0 85.0 90.0 95.0 100.0 AMATA City Rayong AMATA City Chonburi

The results of the customer satisfaction survey, including issues and feedback gathered from both the Industrial Estate Authority of Thailand and the Company’s own assessment, were presented in the Company's executive meetings for consideration in improving and enhancing the Company’s products, services, and operational processes to increase overall efficiency. In 2025, the Company implemented improvements and developments initiatives across several key areas identified through the survey results. It also placed importance on providing customers with regular updates on progress so that they were clearly informed of the actions being taken, implementation plans, and expected timelines for improvement. Examples of these actions are set out below.

Examples of concerns or recommendations
from the Company's 2025 customer
satisfaction survey 		The Company's Response
1.
Problems related to the strength, speed, and stability of the internet connection provided by the service providers have led to usage difficulties, adversely affecting the operational efficiency of customers.

The Company implemented improvements to enhance security measures for telecommunications towers within the industrial estates, including the following actions:

  • Installed electromagnetic door locking systems for telecommunications towers and integrated door access control with the centralized control system, to strengthen security at equipment installation sites, reduce reliance on conventional keys, minimize risks associated with unauthorized key duplication, and shorten operational handling time.
  • Established centralized access control and monitoring measures for entry and exit to telecommunications tower areas to prevent unauthorized access and reduce risks related to theft or damage to equipment.
  • Developed an online electricity consumption monitoring system for telecommunications towers to enable continuous monitoring of operational status and usage activities, detect anomalies in electricity usage and equipment performance, prevent theft, and support timely incident detection and response, thereby reducing potential damage to equipment.
Examples of concerns or recommendations
from the Company's 2025 customer
satisfaction survey 		The Company's Response
2.
The management of traffic flow and the regulation of large trucks during peak hours, as well as the maintenance of road surfaces and related infrastructure, including traffic signs and street lighting.

The Company implemented measures to reduce traffic congestion and enhance safety within the industrial estate areas, including the following:

  • Installed public information signage prohibiting large trucks from entering the industrial estate during peak hours.
  • Deployed traffic police officers and volunteer traffic wardens at designated locations to screen and manage truck movements.
  • Installed guard rails and additional lighting at identified high-risk locations.
  • Improved and replaced traffic signage throughout the industrial estates to enhance visibility and clarity.
  • Constructed roundabouts to improve traffic flow and reduce congestion.
  • Installed an additional 33 CCTV cameras at high-risk locations to enhance monitoring efficiency and reduce the risk of traffic accidents.
  • Installed four additional AI-enabled CCTV cameras at two main entrance points of AMATA City Rayong Industrial Estate, and upgraded 30 existing CCTV cameras at 22 main and secondary entrance points of AMATA City Chonburi Industrial Estate by enhancing software and functionality to support AI technology. These systems enable traffic volume counting, with data used to support effective traffic management.
  • Installed road barriers to separate traffic directions and prevent unsafe crossings at hazardous points, together with the installation of speed-reducing devices and the application of road markings and warning lines in areas requiring speed reduction.
Examples of concerns or recommendations
from the Company's 2025 customer
satisfaction survey 		The Company's Response
3.
Safety and security of life and property within the industrial estates.

The Company implemented measures to enhance safety and security within its industrial estates, including the following:

  • Installed four additional AI-enabled CCTV cameras at two main entrance points of AMATA City Rayong Industrial Estate to detect motorcyclists not wearing helmets. The data obtained is used for monitoring and reducing road traffic accident risks.
  • Installed three additional CCTV cameras in identified high-risk areas that are confined and difficult to access, utilizing solar power systems in combination with mobile network-based internet connectivity.
  • Installed 77 additional streetlights in areas previously without lighting and identified as high-risk locations.
  • Established vehicle inspection checkpoints during nighttime hours on Thursdays, Fridays, and Saturdays at transition points between the industrial estate and public roads. These checkpoints are operated by the Company's personnel, with police officers participating during certain periods.
  • Provided assistance in response to customer requests on 74 occasions, including the management of wildlife or potentially dangerous animals such as monkeys, snakes, and reptiles, to prevent safety hazards and minimize impacts on customers' operations.

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