Innovation Governance Structure/ Mechanisms/ Innovation Management Process

To effectively implement the innovation policy, PTT has established the PTT Innovation Management System, which encompasses two main components: the innovation governance structure and the innovation management process. This system covers the entire innovation lifecycle from inception to execution. Additionally, PTT has developed the PTT Innovation Management Master Plan (2025-2029), which outlines clear and measurable objectives, innovation strategies, internal and external analyses, and actionable initiatives. This master plan is aligned with the Company's vision, strategic goals, and operational direction, and is seamlessly integrated with other corporate master plans. 

Innovation Governance Structure

Master Plan for Innovation Management of 2025-2029

A central strategy in PTT’s innovation management is Nurturing People, which focuses on enhancing the knowledge and capabilities of employees to drive innovation. This initiative aims to ensure that personnel are equipped with the necessary skills, knowledge, and awareness to foster creativity and innovation, making it a core part of their work and the organization’s culture. PTT has developed a continuous approach to instilling these values, alongside organizing activities designed to encourage the generation of ideas, creativity, and innovation across various formats, including:

• Innovation has been integrated into SPIRIT, the core values of the organization, ensuring it is cultivated, communicated, and embedded into the organization's core competencies. Comprehensive plans and activities are in place to develop innovation-related skills and expertise, with ongoing performance tracking. These include competencies like Digital Acumen, Digital Insight, Driving Innovation, and Technology Savvy.
• To foster a culture of innovation and build an innovation network, PTT has implemented the PTT INNO Influencer program. This initiative creates an environment conducive to creativity, strengthens the organization's innovation culture, and builds networks for change agents and innovators who are essential in driving PTT's innovation efforts. The program includes the following components:
  
  • PTT INNO Club: A community for employees who have won the PTT Innovation Award, providing a platform for them to exchange ideas and share experiences with club members and external innovation experts.
  • PTT INNO Learning: This initiative targets SPIRIT-Learning Organization (LO) Agents, focusing on enhancing knowledge, developing capabilities, and building a network of Influencers who can drive innovation within their respective areas.
  • PTT INNO Award: An annual competition that encourages innovation ideas to align with the organization's strategic objectives. The competition, which has been held since 2014, has evolved from the PTT Innovation Boost Camp into the more contemporary PTT INNO Award to better reflect current trends and practices.

In 2024, a total of 158 employees participated in the competition, submitting 30 innovative projects. Three of these projects were successfully developed into commercial ventures, including:

1. Real-Time Assessment Monitoring (RAM) – A technology that utilizes Vibration Sensors to monitor vibrations in industrial facilities.
2. I-Smell Device – A device designed to measure and analyze foreign odors and volatile substances, serving as an alternative to human odor detection.
3. Compact Heat Exchanger Innovation.

Innovations and Technologies Invented, Researched, and Developed by the PTT Innovation Institute

In 2024, the PTT Innovation Institute successfully invented, researched, and developed innovations that brought significant value to the business, generating direct revenue of 79.1 million baht and indirect revenue of 484.36 million baht. The total investment in the development of these innovations and technologies was over 317.23 million baht.

Selective Catalytic Reduction (SCR) Catalyst

The PTT SCR Catalyst, developed by the PTT Innovation Institute, is designed to eliminate nitrogen oxide (NOx) from exhaust gases produced during fuel combustion. This technology/innovation significantly contributes to reducing environmental impacts on communities, society, and the nation, while also decreasing reliance on foreign technologies/innovations.

The PTT SCR Catalyst has been in use at the Rayong Natural Gas Separation Plant since 2021, demonstrating excellent performance. It has successfully reduced NOx emissions in compliance with established standards, with no operational issues reported. This achievement earned the SET Awards of Honor 2023 in the Best Innovative Company Awards category.

PTT Microchannel Heat Exchanger (MicroHX)

The PTT Microchannel Heat Exchanger (PTT MicroHX) is an innovative technology aimed at optimizing industrial processes by improving energy efficiency. It enables the recovery and reuse of waste energy, whether in the form of heat or cold, for reapplication in the process (Energy Recovery).

Key Benefits of PTT MicroHX:

✅ Reduces energy costs significantly

✅ Substantially lowers carbon dioxide emissions

✅ Helps decrease imports and mitigate trade deficits

✅ Enhances the country's competitiveness in the global market

Currently, PTT MicroHX has been successfully implemented both within and outside the PTT Group, including at PTTLNG, where it has reduced carbon dioxide emissions at the LNG Map Ta Phut Terminal 1 by over 190 tons annually.

Additionally, PTT plans to expand PTT MicroHX sales, aiming to generate more than 2.07 billion baht in revenue by 2033. This innovation has also earned the SET Awards of Honor 2024 in the Best Innovative Company Awards category.

PTT EV Charger and Charging Platform

The PTT EV Charger and Charging Platform, developed by the PTT Innovation Institute, have been continuously researched and refined, ultimately entering the commercial market to support EV charging stations across various locations.

Key Features of the PTT EV Charger:

✅ Compliance with OCPP 1.6J communication standard 

✅ Real-time monitoring via mobile application 

✅ Optimized energy management for efficiency 

✅ Convenient for charging station operators and EV users alike 

✅ Supports the nationwide expansion of EV charging stations

The PTT EV Charger has been granted an invention patent and successfully passed stringent safety tests, including protections against leakage and overcurrent, in accordance with the EV Charger IEC 61851 standards. Moreover, both the Normal and Smart models have been listed in the Thai Innovation Database and earned the prestigious SET Awards 2022 for Best Innovative Company.

In recent developments, the PTT Innovation Institute launched the PTT EV Charger 22 kW model, designed to operate with three-phase AC power, accommodating the expected increase in electric vehicle demand. The charger’s casing has been upgraded from metal to polymer for enhanced fire-resistance. Additionally, the integration of digital technology has led to the creation of the OCPP Cloud Platform for real-time customer usage data, while a new mobile application has been introduced to streamline commercial usage.

Innaqua Wound Dressing Material

The PTT Innovation Institute has developed and researched biocellulose wound dressing material, which has undergone rigorous safety testing in compliance with the Food and Drug Administration (FDA) standards. This innovative product is now commercially available under the brand name "Innaqua."

Key Features of Innaqua:

✅ Suitable for a wide range of wounds, including sterilized and infected wounds 

✅ A groundbreaking development in both material and its medical application 

✅ Secured under Patent Application No. 1601001745 

Innaqua is a key innovation supporting Thailand’s New S-Curve industries, especially the medical hub sector, in line with the government's vision. It enables the public to access high-quality medical devices at affordable prices, rivaling international products, thus improving the quality of life for Thai citizens. This product has also been recognized with the prestigious SET Awards 2021 in the Best Innovative Company category.

Hydrocarbon Value Chain Collaboration Tower – P1

The Hydrocarbon Value Chain Collaboration Tower project leverages digital technologies to enhance key software tools for automated data analysis (Robotic Process Automation), Generative Forecast Modeling, Scenario Analysis, Optimization, and Data Visualization. This integrated system enhances decision-making, planning, and strategy adjustment in procurement, distribution, and petroleum product operations, enabling quick adaptation to changing circumstances. It also promotes collaborative work across the PTT Group through a shared digital platform, strengthening its competitive advantage within the petroleum sector. The project was launched in 2022 and has already contributed to annual revenue growth of more than 600 million baht from petroleum-related operations.

Rainwater Treatment Innovation Project (RE Rain)

Continuing its commitment to Circular Economy practices, PTT developed the Rainwater Treatment system, also known as RE Rain. This innovative system collects rainwater, improves its quality, and repurposes it for use in cooling towers or building cooling systems, effectively reducing reliance on tap water. The system saves 1,300 cubic meters of water annually, which constitutes about 2% of total water consumption in office buildings. Moreover, IoT technology is employed for real-time control and monitoring via a mobile application. The system was successfully installed on the rooftop of the PTT Headquarters and began official operation in June 2023. Ongoing monitoring of water quality, volume, and system performance is taking place in 2024. Additionally, the PTT Innovation Institute installed a REGrey system with a capacity of 250 liters per day at the Chaloem Phra Kiat Exhibition Center in Bang Kachao to recycle hand-washing water for toilet flushing. The system is equipped with an IoT-based monitoring system to ensure the recycled water meets USEPA Guidelines for quality and safety.

Leveraging Digital Technology to Optimize Industrial Operations

This initiative aims to enhance the efficiency of energy usage (both thermal and electrical), improve maintenance processes in industrial plants, and apply cutting-edge technologies to conserve energy. Through collaboration with industry-leading technology partners, PTT assists manufacturers in reducing production costs and boosting operational efficiency with digital solutions. The Company’s service offerings include:

• Energy Monitoring and Analysis Platform (Energy Efficiency Platform).
• Cloud-Based Data Processing and Storage (Cloud Computing)
• Industrial Internet of Things (IIoT)
• Big Data Analytics
• System Integration
• Cybersecurity Solutions
• Autonomous Robotics
• Augmented Reality (AR)
• Simulation

Development and Trading of Renewable Energy Certificates (RECs) to Promote Renewable Energy Use

PTT has expanded its efforts to foster the adoption of renewable energy by offering Renewable Energy Certificates (RECs). This initiative is carried out through Mekha V Co., Ltd., a wholly owned subsidiary of PTT, in collaboration with Thai Bridgestone Co., Ltd. The two companies have signed a three-year agreement (2023–2025) to purchase RECs from the ReAcc platform of Mekha V, which adheres to the International REC (I-REC Standard) and is internationally recognized. This initiative not only promotes energy innovation in Thailand but also supports the regional energy transition in ASEAN.

External Innovations

Cellular Aging Innovation

PTT, in partnership with Innobic (Asia), has entered into a Memorandum of Understanding (MOU) and technology transfer agreement with Chulalongkorn University to develop RED-GEMs molecules. Following successful pre-clinical trials on animals, the project is now preparing to enter Clinical Trial Phase I on humans.

Investment in Nutritional Technologies for High Protein & Fertilizer: Nutritional Supplements and Medical Foods

Innobic (Asia) has been actively developing and marketing nutritional supplements and medical foods through its subsidiary, Innobic Nutrition Co., Ltd. (INNT). The focus is on building strong brand awareness and accelerating sales growth.

Currently, the focus is on general wellness products, with plans to further expand into more specialized health products in the future, such as those for seniors (Silver Age Products) and personalized health solutions tailored to individual needs.

Products already available in the market include the Probiotics Series, Pro Beta-Glucan+, Daily Nutrigen, Gummy Triphala & Cola Flavors, and Stevia Syrup. In 2024, the Company introduced five new products in the Vitamins & Minerals category: Vitamin B, Vitamin C, Calcium, Zinc + Biotin, and Lutein. These products are available through pharmacies (OTC), modern trade retail outlets, and online platforms.

Innovation Networks and Collaborations

Hydrogen Thailand Network

Hydrogen Thailand is a collaborative network comprising government agencies, private sector entities, and various partners, initiated by PTT in 2020. In 2024, the network evolved into the Hydrogen Association of Thailand, co-founded by PTT, Toyota Motor (Thailand) Co., Ltd., and Bangkok Industrial Gas Co., Ltd. The association’s mission is to promote and accelerate the adoption of hydrogen energy, with the goal of reducing greenhouse gas emissions and advancing Thailand toward carbon neutrality and net-zero emissions. It serves as a hub for the exchange of information, research, and development on hydrogen energy and its diverse applications. The association actively seeks collaborations to advance the development, dissemination of knowledge, and transfer of hydrogen technology from both local and international experts. Additionally, it focuses on managing various aspects to support research, development, training, and the widespread implementation of hydrogen energy across both the public and private sectors.

The association also plays a key role in establishing standards and infrastructure that support the hydrogen-related industry and technologies in Thailand. It provides guidance on policy frameworks and operational plans to relevant government bodies and private organizations.

Innovation and Product Safety ^GRI416-1

Product Life Cycle Assessment (LCA) ^{SDGs 9.4}

PTT has adopted the Life Cycle Assessment (LCA) principles as a tool to evaluate the environmental impact across the entire life cycle of a product. This includes every stage, from raw material sourcing, production, transportation, and usage, to the disposal of the product at the end of its life, covering the entire supply chain. Additionally, the health and safety impacts are assessed for all products and services. The insights gained are used to inform the design and development of products and services that minimize environmental impact and ensure safety at each stage, from material selection and production to transportation and use.

Currently, PTT and its affiliates have thoroughly studied and compiled LCA databases for all key petroleum and petrochemical products. In 2024, PTT expanded this initiative to assess the LCA of products such as solar cells (Solar PV) and hydrogen. The findings from these assessments will be used to support the ongoing development of technologies and innovations related to future energy solutions.

Safety Information (Products and Services) ^{GRI416-2, 417-2, 417-3, 418-1}

All PTT products and services, including those performed by contractors—such as product transportation by road—must display safety information and hazard warnings in full compliance with laws, regulations, and international standards. Additionally, PTT is dedicated to providing consumers with clear and accurate information about its products through marketing activities and communications, ensuring that no deceptive or misleading claims are made. Furthermore, all images and content used in PTT Group's advertisements must be approved by the Advertising Review Committee for radio and television. PTT also works to enhance product understanding through seminars and regular visits to key stakeholder groups, ensuring maximum benefit for all parties involved.

In 2024, there were no instances of non-compliance with safety, health, and regulatory requirements, including those related to product labeling, customer privacy protection, and marketing communications.

GREEN FOR LIFE Project

To promote awareness about the use of environmentally friendly products (goods and services) in society, PTT has developed the "GREEN FOR LIFE" certification symbol. This self-declared environmental label aligns with international standards (ISO 14021:2016) and is grounded in scientific evidence, ensuring accuracy, traceability, and transparency to avoid consumer confusion. It serves to highlight the environmental benefits of PTT Group’s products and helps consumers recognize their environmental attributes..

In 2024, one product was certified, making it the 116th product to receive the certification. All certified products are environmentally friendly, contribute to carbon footprint reduction, and have earned the Carbon Footprint Reduction Label from the Thailand Greenhouse Gas Management Organization (Public Organization). These products include electricity, steam, and demineralized water from Global Power Synergy Public Company Limited, as well as ethylene and low-density linear polyethylene (LLDPE) plastic pellets from PTT Global Chemical Public Company Limited.

PTT Group Geo-spatial for Maritime System (PTT Group - GMaS)

PTT, in collaboration with the Geo-Informatics and Space Technology Development Agency (Public Organization) (GISTDA), has developed a spatial impact assessment and visualization system for managing coastal environmental risks in Rayong Province. This real-time response tool is designed to support oil spill management by predicting the movement of oil and displaying maps of vulnerable natural resources, both on land and at sea, in compliance with international standards. The system plays a key role in planning oil spill response strategies and prioritizing the protection or restoration of critical marine and coastal resources. It also supports effective coastal area management and development planning, ensuring the quick restoration of ecosystems and biodiversity to a balanced state. In 2024, the system was used to predict the trajectory of oil spills in scenarios involving deep-water buoy moorings or offshore oil transfer points, such as those located at the Map Ta Phut Industrial Estate in Rayong.

Production of Sustainable Aviation Fuel (SAF)

PTT, in collaboration with several companies within the PTT Group, including Thaioil, GC, IRPC, and OR, is developing Sustainable Aviation Fuel (SAF) using cutting-edge technologies such as Hydroprocessed Esters and Fatty Acids (HEFA) and Alcohol to Jet (ATJ). This initiative is focused on reducing greenhouse gas emissions in the global aviation sector. In 2024, GC entered into a memorandum of understanding with PTT Oil and Retail Business (OR) to explore market opportunities and sales strategies for SAF. This collaboration aims to strengthen both the petrochemical and fuel industries while supporting the development of a sustainable aviation industry in Thailand.

Key Performance Indicators, Key Achievements, and Notable Awards (Innovation and Product Stewardship)

Green Products and Services

Products Certified with the Green for Life Label

Bio-Fuel Production Volume for 2024

Innovation and Product Safety

Research and Innovation Development Performance

Score of adherence to SPIRIT values (Percent)

Percentage of adherence to SPIRIT values in the area of Innovation behavior from 2021 to 2024

Future Implementations

PTT remains committed to executing the strategies outlined in its Innovation Management Master Plan. Key initiatives for 2025 include the development of an Innovation Roadmap. This roadmap will act as a guiding framework for PTT’s innovation initiatives, aligning with the organization’s new strategic vision and direction. It will be developed in collaboration with relevant business units to ensure its comprehensiveness, serving as a foundation for implementation starting in 2025.

In addition, PTT will focus on participating in prestigious innovation awards to set high standards and further strengthen its competitive edge in innovation management. Key awards include the National Innovation Award from the National Innovation Agency and the SET Awards in the Best Innovative Company category.

Customer Relationship Management

PTT manages customer relationships through a business-unit-based approach, tailoring its strategies to the distinct needs of different customer groups aligned with specific products. This strategy involves identifying customer needs and expectations, developing products that meet those needs, and enhancing satisfaction to build long-term loyalty. It also integrates customer-focused processes with other business functions in a structured way, with clear timelines for implementation and continuous improvement. Key actions include defining and refining customer and market feedback channels, analyzing market data, and optimizing customer engagement processes.

Each business unit follows a unified, systematic approach to customer relationship management, while adapting to the unique requirements of its specific customer segment. Feedback is collected through various channels, including the Customer Service Center, websites, Line Official accounts tailored to customer groups, the uVoice Application for complaints, and the 1365 Contact Center. Annual satisfaction surveys are conducted to gather valuable insights, which are then analyzed and used to inform product development. PTT also engages in regular customer visits, organizes seminars, and hosts events to strengthen connections. Additionally, PTT leverages a comprehensive, modern Information Technology (IT) infrastructure to maintain an efficient and responsive customer database that meets business needs continuously. Customer loyalty is further nurtured through a variety of engagement activities.

Charter and Service Standards

PTT is dedicated to providing exceptional services to all customer groups, ensuring equity and fostering long-term satisfaction and loyalty. To achieve this, the Company has developed well-defined processes and service standards that meet customer needs and expectations at every stage of the customer journey. This includes carefully designed Service Blueprints and tailored service standards for each business unit, ensuring seamless service delivery (Accommodate) across all touchpoints (Standard). PTT prioritizes the protection of customer confidentiality (Security), ensuring transparency and ethical conduct (Ethics), and upholding trustworthiness and responsibility (Trustworthy) in all customer interactions.

In 2023, PTT's unwavering commitment to the charter and service standards has resulted in continued alignment with its goals, successfully addressing customer needs and expectations. This is reflected in the sustained improvement of customer satisfaction scores. Moreover, the Company has transitioned its focus from "Commitment to Excellent Service" to "Customer is Our Precious ASSET," with the introduction of satisfaction benchmarks at each touchpoint, aiming to elevate PTT's service standards and operational efficiency in delivering customer service.

Charters and Service Standards

Customer Satisfaction

PTT places great emphasis on maximizing customer satisfaction, not only for those who purchase its products but also for the consumers who use them. The Company aims to offer products that are fairly priced, of high quality, and responsibly delivered. As part of this commitment, PTT has established customer satisfaction as a key performance indicator. Customer satisfaction is surveyed annually, with different segments based on business units, including Natural Gas and International Trade. The satisfaction surveys are conducted by an external organization using standardized methods, ensuring that both qualitative and quantitative data are comprehensively collected. This process guarantees transparency and completeness. The findings are reviewed by the respective business unit boards, and feedback from customers is used to develop plans for continuous improvement. This helps align products with customer expectations and needs for each segment. Additionally, PTT regularly evaluates the effectiveness of the customer satisfaction survey process, addressing any areas of dissatisfaction and improving customer engagement. The Company has also implemented a data analytics system to enhance its ability to analyze large volumes of data. This system aggregates research data and processes it through digital platforms, allowing business units to leverage this information to plan improvements and foster more proactive relationships. The system delivers fast, accurate insights that enable PTT to retain customers, strengthen loyalty, and boost satisfaction. Furthermore, the organization shares these insights internally and externally to promote a culture of continuous learning. According to recent survey results, PTT’s customer satisfaction has shown consistent improvement, aligning with its established goals.

Policy and Procedures for Managing Complaints

PTT is dedicated to managing complaints, requests, and suggestions from all customer groups with fairness and equality, through comprehensive policies and procedures. The process is carried out via multiple channels, with a system in place to categorize and store customer data. PTT ensures the protection of the complainant’s rights by keeping their information confidential and safeguarding their safety, as well as that of anyone involved. This commitment aims to build trust, effectively meet customer needs and expectations, and strengthen long-term loyalty, ultimately contributing to PTT's sustainable business growth.

In 2024, PTT conducted a review of its complaint management policies and procedures, taking into account performance indicators such as recurring complaints, overall satisfaction with complaint resolution, and various relevant factors. Based on the findings, the review recommended updates to the classification of complaints and the definition of complaint closure. It also focused on establishing clearer timelines for reporting and tracking progress. For example, significant complaints or requests requiring further follow-up will be escalated to senior management with progress updates every 15 and 30 days, respectively. This approach is designed to better address the diverse needs and expectations of each customer group.

Policy and Procedures for Managing Complaints

Key Performance Indicators and Key Achievements (Customer Relationship Management)

Development of Products and Services to Meet the Needs of Natural Gas Customers

PTT remains dedicated to fulfilling its mission by consistently providing products to customers in line with the evolving New Normal lifestyle, which emerged as a result of the COVID-19 pandemic. This includes efficient management of supply chains, natural gas production, maintenance, customer service, and operations at natural gas refueling stations for vehicles, all aimed at ensuring energy stability and security for the nation. Moreover, PTT has developed a range of products and services based on customer feedback, integrating advanced technologies and digital systems to quickly adapt to customer needs. Key examples of these initiatives include:

1. Development of the Customer Service Center (CSC) Website: The website has been enhanced as a comprehensive communication platform to foster a better understanding of the natural gas business. It provides valuable information, including energy market trends, training programs for collaborative business efforts, frequently asked questions (FAQs), and serves as a key outlet for distributing timely news and updates.
2. Launch of the Official Line Account: The official Line account has been introduced as a convenient channel for customers to receive real-time updates on energy prices, news, and useful information. It also provides seamless access to the CSC Website.
3. Development of the Gas Quality Notice System: The Gas Quality Notice system utilizes data from the Shipper Control Room to alert and coordinate with customers when there are changes in the quality of natural gas. This system ensures that customers are promptly informed, enabling them to assess the impact, take necessary actions, and adjust their equipment in a timely manner to maintain operational efficiency in response to gas quality fluctuations.
4. Leveraging Digital Technology to Enhance Product Management and Delivery: Key innovations include the Adaptive Planning Optimization System, which evaluates the production capacity of each natural gas separation plant based on daily real-time data, such as incoming gas conditions and actual gas quality. Additionally, the Global Plant-Wide Advanced Process Control system enables the Company to respond more effectively to fluctuations in the energy market driven by external factors. In addition to these systems, PTT has expanded its service offerings. For example, The Predictor, a company established by PTT, provides predictive maintenance services, forecasting potential equipment failures or abnormal behavior in machinery and production equipment before they occur. Another development is the E-Nose System, which monitors and detects odors around plant facilities to identify their origin and determine if they are linked to the plant.
5. Customer Feedback (Voice of Customer) from the Past Year: It revealed growing concerns among industrial clients regarding the rising energy challenges. In response, PTT has developed an advanced energy management system with automated data analytics, including the PTT NGR EMOS and PTT NGR AIOT Platform. These solutions integrate cutting-edge technologies such as IoT, Data & Analytics, and Edge Computing to provide industrial customers with powerful digital tools for energy monitoring and management. These platforms enable customers to track machinery energy consumption, optimize production processes, and plan energy use more efficiently. Additionally, the system offers real-time alerts for any operational issues or abnormalities. PTT’s team of engineers ensures continuous monitoring of energy production and consumption 24/7 through the platform, helping clients navigate the digital transformation in the Industry 4.0 era. By adopting these digital solutions, customers can enhance operational efficiency and progress towards Factory 4.0.
6. Comprehensive Consulting Services for CNG and LNG Systems: PTT provides expert consulting services for the design and construction of Compressed Natural Gas (CNG) and Liquefied Natural Gas (LNG) systems, including transportation solutions for industrial plants that are outside pipeline systems. The Company also offers calibration services for measuring instruments at CNG refueling stations, both for vehicles and industrial plants.
7. Firefighting Training Center in Ratchaburi: The center offers a range of services to natural gas customers, including fire safety drills, evacuation training as required by law, safety equipment inspections and testing, and safety training across various legally mandated courses. These initiatives are designed to enhance expertise in safety management for related businesses. The center has expanded its training programs to cover natural gas-specific courses for personnel working with natural gas transport tanks, natural gas service stations, and facilities using natural gas. This expansion aims to provide comprehensive support and convenience to customers involved in natural gas operations.
8. International Trade Business: In response to travel restrictions during the COVID-19 pandemic, PTT adapted its customer engagement strategies by prioritizing online communication channels and meetings. This approach, combined with a policy encouraging regular interaction, ensured that customer relationships remained strong. PTT also produced video messages expressing care, appreciation, and good wishes for customers.

Development of Products and Services to Meet the Needs of International Trade Customers

To enhance the ability to respond more effectively to customer needs, the following key initiatives have been implemented:

1. Development of the ONE Platform: The platform acts as a Data Sharing Tool, connecting flagship companies for improved planning of product imports and exports. This initiative drives additional trade value by optimizing logistics, including strategies like Co-load and Co-purchase.
2. Leveraging Power BI for Crude Import Tracking: Power BI is utilized to track crude import preferences at refineries. This allows for the evaluation of desired crude oil baskets and helps determine target markets and potential partners for future business negotiations.
3. Intelligence Trading Signals (ITS) Development: ITS is designed to improve the speed and accuracy of executing derivative contracts. It provides an efficient way to select price risk management strategies that align with customers' needs, especially during times of significant price volatility in the market.

Customer Satisfaction Survey (Percent)

PTT has consistently maintained high customer satisfaction levels despite challenges such as fluctuating natural gas prices and growing market competition. PTT has proactively implemented strategies to strengthen customer loyalty and satisfaction within the industrial gas sector. These strategies include after-sales services like seminars, customer visits to explain gas market dynamics, and technical services. PTT also listens to customer concerns and complaints, using them to develop improvement plans and regularly sharing valuable business insights with customers. Additionally, PTT has launched the GASTALKTH.COM online platform, a virtual learning hub that offers valuable content related to various types of fuel, pipeline maintenance, legal requirements, and energy efficiency techniques in industrial settings. The platform, which is led by PTT’s experts, allows participants to access training at no cost.

On the corporate social responsibility front, PTT teamed up with customers to organize a virtual challenge called 30 Days Challenge, where participants accumulate calories that were converted into scholarships for students in local communities. PTT also engaged in tree-planting activities in collaboration with customers in community areas and the Bang Krachao region.