1. On mannerism and attire 2. On location and facilities 3. On service provision 4. Speed of staff operation 5. Welcoming customers 6. Standard language in welcoming/greeting 7. Standard attire for CAT Shop personnel 8. Receiving service requests from customers 9. Receiving service cancellation requests from customers 10. Receiving complaints and solving problems 11. On conduct for service providers 12. On self-development 13. Evaluation 14. Customer Satisfaction CAT values customer relationship management. It develops products and improves its services based on customers’ demands, according to their varying preferences and individual styles. It strives to design modern and luxurious products and services, adapting to the technological advances happening at present. This has led to customer satisfaction such as illustrated below. 3.9 4 4.1 4.2 IDD 2013 2014 2015 2016 2017 4.3 4.4 4.5 4.6 4.7 my C-Internet Customer satisfaction survey results average (annual) The survey results of customer satisfaction level towards the Company’s services will be analyzed along with customer feedback statistics. Together, they inform the strategy planning for developing/improving products and services. 119 Sustainable Development Report 2017 CAT Telecom Public Company Limited