98 O N E R E P O R T 2 0 2 2 OVERVIEW BUSINESS OVERVIEW AND PERFORMANCE CORPORATE GOVERNANCE FINANCIAL INFORMATION SUSTAINABLE BUSINESS DEVELOPMENT Customer Data Protection Policy and Practices Thai AirAsia and AirAsia Group have pledged to collect personal customer data responsibly and to protect the privacy of personal data in every possible way. The Company collects, utilises and discloses personal data in accordance with the Personal Data Protection Act of 2019 (PDPA). Customers, contractual parties and users may view additional details in the AirAsia Privacy Statement available at www.airasia.com The Company maintains appropriate personal data security as required by law and limits access to personal customer data for its employees and representatives to protect against leaks and unauthorised usage. Customer Satisfaction (NPS Score Summary) In 2022, Thai AirAsia targeted a total Net Promoter Score (NPS) of 50 percent. The score dropped slightly from 56% in 2021 to 55% in 2022 because our reduced workforce had to cater to more guests and more complex travel documentation requirements. Nonetheless, passenger satisfaction on service quality was generally maintained, indicating the Company’s ability to continue to provide good service. • For improvement of its Contact Centre, the Company developed a live chat chatbot for more convenient access to information and solutions by customers. The User Experience (UX) and User Interface (UI) are to be updated in 2023 and Live Chat Agents increased from 333 in 2021 to 366 in 2022 to provide support for more than 10 languages. More languages are also added to the chatbot and Live Chat Agent to accommodate a wider array of customer nationalities. • The principles of Red Booster and 7 Service Wonders are to be integrated to further elevate service. Responsible Marketing and Advertising Thai AirAsia is committed to complying with all relevant laws and providing accurate information on its products and services in its marketing, advertising, public relations and promotional activities. All information portrayed in the Company’s advertising, public relations and communications with consumers are reviewed by the Legal Department and Revenue Department prior to release and the Company is ready to respond and coordinate with a relevant department in the event a customer has a complaint or concern involving the accuracy of any advertised information. On top of strategising responses by departments, the Company also analyses and evaluates satisfaction and sets plans for development and improvement of products and services as well as overall operations: 2020 53% 2021 56% 2022 55% Customer Satisfaction NPS Scores Target 50%
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