The Company aims to develop real estate-related services that best respond to the lifestyles of its customer groups, focusing on both quality and safety, while simultaneously developing the organization in balance with the concept of sustainable operations.
The Company places importance on the development of products and services across all business segments from upstream to downstream through the Happy “Smart Living” Maker concept. The Company’s Quality & Services strategy focuses on three key areas:
- People Development
Emphasizing the development of personnel capabilities at all levels through training and knowledge enhancement related to service delivery, work quality, and safety. This enables employees to perform their duties efficiently and professionally while effectively responding to customer needs.
- Product & Operational Quality
The Company prioritizes the selection of standardized, high-quality cleaning products and materials that are appropriate for each type of work. Regular monitoring of operational quality is also conducted to ensure service outcomes meet the Company’s established standards, reduce errors, and build customer confidence.
- Service Excellence
Enhancing service standards toward excellence by emphasizing prompt service, attention to detail, and comprehensive after-sales services to build long-term relationships with customers.
Happy Maker Project
The Happy Maker Project serves as a key initiative of the Company in strengthening employees’ capabilities to understand and care for customers comprehensively throughout every stage of service delivery—from the first point of contact to after-sales services. The project reflects the Company’s genuine commitment to customer care and its dedication to delivering the best possible experience to customers of all generations at every stage of life.
This initiative is guided by the concept “Happy Maker: Creating Happiness for People of Every Generation at Every Stage of Life.”
Customer Satisfaction Assessment and Service Development
The Company provides customers with opportunities to express feedback, provide suggestions, and submit complaints through three channels: Call Center: 020810000 https://primo.co.th/ and Facebook Primo Service Solution. The information received is analyzed to further improve and enhance service quality.
1) Customer Complaint Management
In 2025, the Company received 14 critical complaints.
| Number of Complaints (Cases) |
| |
Juristic Person Area Management | |
| |
Community and Social Complaints | |
| |
The Company has established complaint management procedures to prevent recurring issues and ensure the highest level of customer satisfaction. The complaint management timeline is as follows:
- Within 1 hour after receiving a complaint: Contact the customer to verify the facts and inform the CCM department for record keeping.
- Within 24 hours (1 day) after receiving a complaint: Summarize the facts and preliminary resolution approach and inform the CCM department for coordination and data recording.
- Within 72 hours (3 days) after receiving a complaint: Provide a written resolution summary (MOU) to formally close the complaint in accordance with the designated form.
- Within 24 hours (1 day) after receiving evidence of complaint closure: The CCM department must confirm closure with the customer and record the information.
- Complaints are managed based on the level of customer impact.
- Complaints are compiled into Q&A references to support communication and response in the event of similar incidents in the future.
Customer Satisfaction
In 2025, the Company placed strong emphasis on enhancing juristic person management services for residents under the supervision of PMM Property Management Company Limited and Crown Residence Company Limited. For every service provided, resident satisfaction assessments are conducted to analyze the results and further develop products and services in alignment with customer needs through surveys. In addition, the information obtained is coordinated with relevant departments to enhance products and services to better meet residents’ expectations.
Evaluation Goal
| | Number of Cases Evaluated |
PMM Property Management Co., Ltd. | • points – Pass
• 4.5 points – Good
• 5 points – Very Good | |
Crown Residence Co., Ltd. | • points – Pass
• 4.5 points – Good
• 5 points – Very Good | |
More than 70% of the total cases must respond to the survey, and the passing criterion is set at 3.5 points or higher. Scores below 3.5 points are considered below the acceptable standard.
Both employees and projects that pass or do not pass the evaluation criteria will use the assessment results to develop improvement plans, including enhancing work processes, developing individual competencies, and establishing Key Performance Indicators (KPIs) to further improve operational quality.
Evaluation Results – PMM Property Management Company Limited
| |
Juristic Person Management | |
Quality of Cleaning and Maintenance Services | |
Project Security Management | |
Competency of Building Maintenance Technicians | |
Satisfaction with Application Usage | |
Evaluation Results – Crown Residence Company Limited
| |
Juristic Person Management | |
Quality of Cleaning and Maintenance Services | |
Project Security Management | |
Competency of Building Maintenance Technicians | |
Satisfaction with Application Usage | |
Residents reported 80% satisfaction with the services provided by staff based on feedback from the satisfaction survey. Following the evaluation, the Company conducted meetings to communicate the results to all employees and used the findings to continuously improve individual work processes. In addition, training programs are planned to further enhance staff service performance.
Training Programs for Service Development
| | |
Service Mind & Communication | ● Enhance professional and courteous communication skills and courteous communication skills
● Develop active listening skills and improve responsiveness to residents’ needs | ● Positive communication techniques and complaint resolution
● Using body language to build trust |
Handling Repair & Emergency Services | ● Improve the work efficiency of building technicians and the home care team
● Reduce response time and increase transparency in work tracking | ● Digital work logging system and automated notifications
● Digital work logging system and automated notifications
● Workshop: Simulation of urgent repair requests |
Community Engagement Activities | ● Enhance resident engagement
● Build long-term relationships through creative community activities | ● Designing activities that align with residents’ needs (based on pre-event surveys) |
Building Customer Relationships and CRM Activities for Residents
The Company places importance on customers both before and after service delivery to create positive impressions and satisfaction with both products and services. The Company is committed to building personal relationships between the Company and residents, among residents within the same project, and among residents across different projects to foster positive community relationships. Various activities are organized according to residents’ interests across multiple dimensions to ensure that residents can always enjoy a fulfilling living experience.
Key Activities in 2025
Jasmine for Mom Activity
The Company organized a special activity, “Jasmine for Mom,” on National Mother’s Day 2025, with the objective of creating memorable moments and strengthening bonds among residents within the projects. Residents participated in crafting jasmine flowers as heartfelt gifts for their mothers. The activity reflects the Company’s commitment to promoting family values and fostering an atmosphere of love and care, which are fundamental foundations of society.
Check-Up and Smile Activity
The Company organized ongoing health check-up activities aimed at promoting good health and quality of life among residents. The program included basic health screening services and consultations provided by specialists, in collaboration with leading healthcare partners such as Thainakarin Hospital and physical therapy clinics to provide comprehensive services.
Primo Happy Pet, Happy Health Activity
The Company collaborated with the Bangkok Metropolitan Administration’s Veterinary Public Health Office to continuously conduct microchipping and rabies vaccination activities for pets belonging to residents in Pet Friendly projects. In addition to enhancing disease prevention measures and community hygiene, the activity promotes residents’ compliance with pet registration regulations while strengthening safety and confidence through an efficient pet identification and tracking system.
Loy Krathong Activity
The Company organized a Loy Krathong activity to preserve this beautiful Thai tradition and strengthen relationships within the projects. Residents were invited to participate together in a warm and friendly atmosphere. The activity also promoted environmental awareness by encouraging the use of natural material krathongs, helping foster environmental responsibility while creating meaningful shared experiences and lasting memories.
Primo Happy Christmas, Happy Play Activity
The Company organized “Primo Happy Christmas, Happy Play” to create enjoyable experiences and deliver happiness to residents during the year-end festive season. The activity featured creative cupcake decoration workshops along with a Food Truck Snack Bar. The event encouraged participation and interaction among residents while fostering a warm and friendly community atmosphere, strengthening residents’ sense of belonging and long-term positive impressions of their living community.
ไทย
