Sea Oil Public Company Limited committed to delivering high-quality, standardized, safe products and services that effectively meet customer needs, while adhering to transparent and fair business practices. Customer satisfaction is regarded as a top priority, in line with the Company's customer-focused approach (Customer Focus). The Company also places importance on continuously developing and improving its operational processes in order to build trust and maintain long-term relationships with customers and all stakeholder groups.
Target and Performance
Target
Customer satisfaction survey results shall be maintained at not less than 90%
Performance in 2025
The customer satisfaction assessment result is 96%
The Company has established a Quality Policy to maximize customer satisfaction and ensure that customers receive products and services of consistent quality at appropriate value for money. The Company is committed to continuously improving product and service standards and maintaining long-term, sustainable relationships with customers. To achieve these objectives, the Company has established the following practices:
- Encourage high-quality service by establishing service quality standards that ensure customer satisfaction, and treat customers with politeness and respect
- Disclose information regarding the Company's products, projects, and services in a complete, accurate, timely, and non-misleading manner
- Establish a complaint handling system for products, projects, and services to enable customers to submit complaints regarding service issues and ensure that corrective actions are taken promptly and efficiently
- Maintain customer information and confidentiality and ensure that such information is not used for personal gain or for any unauthorized benefit of others
- Maintain product quality standards in accordance with customer requirements
- Strictly comply with all terms and commitments made to customers or the public. In the event of any obstacles that prevent compliance, the Company shall promptly inform customers and jointly consider appropriate solutions in a cooperative manner
- Ensure fair pricing that is not excessive in relation to the quality of products and services, and avoid imposing unfair commercial terms on customers
- Encourage and support the development of innovation in products and services to provide customers with additional benefits and achieve the highest level of customer satisfaction
Board of Directors
Responsible for establishing policies on quality, safety, occupational health, and environment, and for overseeing that operations are conducted in compliance with international standards and the Company's sustainable development guidelines. The Board of Directors assigns QSSHE department to be responsible for managing the quality system.
Management
Responsible for setting operational plans, targets, and performance indicators, regularly monitoring performance results and evaluation outcomes, and reporting operational performance and key issues to the Board of Directors.
QSSHE
Responsible for overseeing, monitoring, and controlling the Company's Quality, Safety, Occupational Health, and Environmental (QSSHE) management activities, including the development, improvement, and periodic review of management systems to ensure alignment with international standards and applicable requirements. The role also includes coordinating and supporting various certification audits, establishing relevant working committees such as the Food Safety Committee and other related task forces, as well as ensuring the safe transportation of petroleum products. Performance is continuously monitored through key performance indicators (KPIs), with regular reporting to Management.
Oil Trading
| Inbound Logistics | Operations | Outbound Logistics | Marketing and Sales | Services |
|---|---|---|---|---|
| Procurement of Goods or Raw Materials | Operational Support | Transportation / Delivery of Products and Service Provision | Sales and Marketing | After Sales Service |
| - Procurement of products that meet customer requirements - Sourcing products from high-quality and reliable production sources - Selecting a diverse range of suppliers without reliance on monopolistic sources |
- Ensuring transportation quality control with a strong focus on safety, including measures to prevent and mitigate potential impacts on communities and the environment - Appointing delivery supervisors for oil product deliveries to customers to verify that the quantity and quality of products are complete and in accordance with purchase orders - Selecting transport providers and vehicles that meet quality standards, with regular inspections and assessments of vehicle condition and operational readiness |
- Expanding distribution channels through multiple modes, including land and maritime transportation - Evaluating delivery quality for every shipment - Assessing the quality and service performance of subcontractors - Controlling and monitoring deliveries to ensure they are completed within the specified timelines |
- Applying a cost-plus-margin pricing policy to ensure fair and appropriate pricing - Providing accurate, complete, and transparent communication and information disclosure - Employing sales personnel with strong business expertise who are capable of providing accurate and professional advice to customers |
- Providing channels for receiving customer feedback or complaints - Conducting customer satisfaction assessments - Expanding payment channels to enhance convenience and speed |
Catering & Supply Management
| Inbound Logistics | Operations | Outbound Logistics | Marketing and Sales | Services |
|---|---|---|---|---|
| Procurement of Goods or Raw Materials | Operational Support | Transportation / Delivery of Products and Service Provision | Sales and Marketing | After Sales Service |
| - Selecting suppliers that meet established standards - Supporting and sourcing products manufactured by local communities - Selecting environmentally friendly products - Hiring local employees to generate income and support community livelihoods - Selecting high-quality raw materials and products |
- Controlling and inspecting the quality of products and raw materials prior to packaging and delivery to customers - Maintaining cleanliness and safety within operational areas - Recruiting and selecting service personnel and employees |
- Ensuring delivery is completed in accordance with scheduled timelines - Delivering high-quality and safe products and services - Creating nutritional value - Providing nutritional information for each menu item to support informed choices |
- Providing customer service both onshore and offshore (land and maritime operations) - Employing personnel with experience and expertise in food service operations - Maintaining food safety and service quality standards - Enhancing organizational credibility and trustworthiness - Setting service prices in a fair and transparent manner |
- Providing channels for receiving customer feedback or complaints - Conducting customer satisfaction assessments for service quality - Providing health-beneficial recommendations to support customer well-being |
The Company places importance on maintaining product quality standards and service excellence throughout the entire value chain to build customer confidence, ensure safety, and achieve the highest level of customer satisfaction. To support this commitment, the Company has established systematic quality control, inspection, and performance monitoring processes to ensure consistency and reliability in all operations. These processes are designed to identify deviations, manage risks, and ensure compliance with applicable standards and requirements. In addition, the Company continuously develops and improves operational efficiency through regular reviews, corrective actions, and continuous improvement initiatives. This approach supports sustainable performance, enhances service quality, and strengthens long-term customer trust.
Oil Trading
The Company operates under a certified quality management system in accordance with ISO 9001:2015 and ISCC (International Sustainability and Carbon Certification) standards. These certifications cover quality management, traceability, and sustainable business practices, ensuring that the Company's operations align with internationally recognized requirements. In addition, the Company assigns qualified product inspectors (Inspectors) to verify product quality and quantity. This ensures that customers receive products that meet the agreed specifications and standards as defined in purchase orders, thereby strengthening customer confidence in the Company's service quality.
Catering & Supply Management
The Company places strong emphasis on quality management, environmental management, and food safety. It has been certified in accordance with ISO 9001:2015, ISO 14001:2015, GHP (Good Hygiene Practices), and HACCP (Hazard Analysis and Critical Control Point) standards. These certifications support the Company in maintaining consistent quality and safety of its products and services throughout all operational processes, ensuring compliance with internationally recognized standards and reinforcing customer confidence in the Company's operations.
The Company conducts regular customer satisfaction surveys to assess product quality, service delivery, and operational performance across various areas.
The evaluation results are systematically analyzed to develop improvement plans and enhance service delivery in line with customer needs and expectations.
In 2025, the Company achieved a customer satisfaction score of 96%.
The Company places importance on listening to customer opinions, suggestions, and complaints as key inputs for continuously improving product quality, service performance, and operational processes. A transparent and auditable complaint management process has been established to ensure that all complaints are properly reviewed and addressed. This process ensures that each case is handled appropriately and in a timely manner, with corrective actions implemented where necessary. Through this mechanism, the Company aims to enhance customer satisfaction, strengthen trust, and support continuous improvement across all areas of its operations.
Customers can submit complaints or suggestions through various channels provided by the Company, such as direct contact with relevant employees, email, customer meetings, or satisfaction surveys. All complaints received are recorded, verified for factual accuracy, and assessed for severity to determine appropriate response measures and corrective actions.
The Company assigns the QSSHE department to monitor the management of customer complaints, in collaboration with relevant departments. This includes analyzing root causes, establishing corrective and preventive actions, and following up on implementation to ensure effective resolution and prevention of recurrence. The Company also communicates the outcome of the actions taken back to the customer.
In addition, the Company regularly compiles, analyzes, and reports complaints handling results to Management. The information obtained is used to improve product quality, service delivery, and operational efficiency, as well as to enhance customer satisfaction and strengthen long-term customer confidence.
The Company places strong importance on the protection of personal data and customers' business information. It operates in compliance with applicable laws and relevant standards and has established data security measures to prevent unauthorized access, disclosure, or use of such information. These measures are implemented to ensure the confidentiality, integrity, and security of customer data throughout the Company's operations, thereby safeguarding customer trust and supporting responsible business practices.
For additional information, please refer to Company's website.
