Cp Axtra Public Company Limited · SET:CPAXT
Cp Axtra Public — ESG Presentation (2025)
16 slides from Cp Axtra Public's sustainability presentation, 2025
Slide 1: Stakeholder Engagement Target and Performance
Stakeholder Engagement Target and Performance Long term target by 2030: Stakeholder engagement score at least 80% (2024 and 2030 Target) 80% Base year: 2020 2025 Performance: 88% 2025 Target: Stakeholder engagement score at least 80% 2025 Performance: 88% score from Stakeholder’s ESG engagement surv
Slide 2: Annual Stakeholders ESG Engagement Survey
Annual Stakeholders ESG Engagement Survey in March 2025, the annual stakeholder engagement survey from 781 people as 64% 27% 2% 1% 2% 2% 1% 0.5% 0.5% Stakeholder Engagement Score 2025 Target = 80% 2021 2022 2023 2024 2025
Slide 3: Customer Relations Management
Customer Relations Management Scope Action • AI-based chatbot Channels that customers can use to request support and give feedback: • Social Media (own channel & outside channel) • Online form submission at https://www.makro.co.th/en/contact-us and direct email contact at customer-service@lotuss.com
Slide 4: Channels for customer to request support or give feedback
Channels for customer (to request support or give feedback) AI-based chatbot Social Media (own channel) Lotus’s Official : www.facebook.com/lotussth Go Fresh Official : www.facebook.com/lotussgofreshth?locale=th_TH Lotuss Shop Online Official : www.facebook.com/LotussShopOnlineOfficial FB Lotus's Pr
Slide 5: Process to incorporate customer feedback into product and service development
Process to incorporate customer feedback into product and service development Customer Care team provides information about the complaint and the issues that need related team to help resolve and development our products and services. To inform / discuss with the relevant departments.
Slide 6: Customer service improvement mechanisms for disabled or elderly customers 1/3
Customer service improvement mechanisms for disabled or elderly customers – 1/3 Example case for Special Customer at Lotus’s Hypermarket-Nongbualumphu (Action Taken) Link: https://www.facebook.com/share/p/1JxtUou7qZ/
Slide 7: Customer service improvement mechanisms for disabled or elderly customers 2/3
Customer service improvement mechanisms for disabled or elderly customers – 2/3 Example case for Special Customer at Lotus’s Hypermarket-Nongbualumphu (Feedback from Customer) Link: https://www.facebook.com/share/p/1E8M5RQEge/
Slide 8: Customer service improvement mechanisms for disabled or elderly customers 3/3
Customer service improvement mechanisms for disabled or elderly customers – 3/3 Example case for Special Customer at Lotus’s Go Fresh-Namafueang (Action taken and Feedback from Customer) Link: https://www.facebook.com/share/p/1Bjaybk2HK/
Slide 9: Complaint handling and resolution process 1/4
Complaint handling and resolution process - 1 / 4
Slide 10: Complaint handling and resolution process 2/4
Complaint handling and resolution process - 2 / 4 Remark: CS = Customer Service / Customer Care PIC = Person in Charge
Slide 11: Complaint Handling and Resolution Process 3/4
Complaint Handling and Resolution Process - 3 / 4
Slide 12: Complaint Handling and Resolution Process 4/4
Complaint Handling and Resolution Process - 4 / 4
Slide 13: Identify the material issue from Stakeholder Engagement Channels
Identify the material issue from Stakeholder Engagement Channels The feedback from the variable engagement channel will be collected and considered to the material issue. The negative feedback i.e., complaint, number of breach case, incident etc.The result will be counted as the negative issue. In t
Slide 14: Stakeholder Engagement Channels, Expectations and Materiality Issues
Stakeholder Engagement Channels Expectations / Impact / Performance gap Materiality Issue • Annual ESG engagement survey.. • Support agricultural products local SME and • Job creation and local SME and • Supplier audit and capacity-building farmer. farmer. program. • Fairness and transparency suppli
Slide 15: Stakeholder Engagement Channels, Expectations and Materiality Issues
Stakeholder Engagement Channels Expectations / Impact / Performance gap Materiality Issue • Organize meetings with the • Compliance with target and regulation. • Corporate Governance: government agencies. • Support activities beneficial to the community, • Supply chain management. • Open for governm
Slide 16: Customer satisfaction score and online customer targets
Customer satisfaction score (%) 2025 Target 86% 85% 82% 86% = 85% 2020 2021 2022 2023 2024 2025 Online customer and revenue The company recognizes the importance of the online and cashless society including covid-19 pandemic changed consumer behaviour and their expectation for more convenience and f