Customer Responsibility
Supporting the SDGs Goals
Commitment
- We are committed to maintaining and continuously improving our service standards in every aspect. This includes the quality of products used, cleanliness of facilities and equipment, treatment techniques, and the care and attention provided by our staff. Our goal is to deliver an excellent experience for every customer who visits our spa.
Goals and Performance Highlights
Goals
- Achieve an average Overall Experience score of at least 4.80 (Baseline year 2025: 4.62)
- Reduce customer service complaints to zero
Performance in 2025
Total spa customers
970 People
Customer satisfaction score
4.62
Challenges and Opportunities
Providing healthcare, beauty, and high-quality, safe food services to customers not only meets customer needs but also creates a positive experience and enhances their quality of life. Therefore, the Company places great importance on delivering these services and experiences responsibly to ensure that its products and services are of high quality, comply with international standards, provide the highest level of safety in accordance with hygiene principles, and meet customer expectations.
Management Approach and Value Creation
Service Quality Control Approach
The Company is committed to delivering a premium customer experience in accordance with the highest standards. It continuously monitors, inspects, and maintains every stage of the service process to ensure compliance with internationally recognized standards. The Company focuses on designing an integrated service process across every customer touchpoint by adopting technology and data management systems, such as QR code scanning for access to treatment menus, Health Questionnaires, and customer satisfaction surveys conducted via tablets.
This approach not only enhances customer convenience and improves the overall customer experience but also enables efficient and systematic data collection for analysis, supporting the continuous improvement of service quality. In addition, it helps reduce the use of paper and printed materials, in line with the Company's sustainable business practices and environmental stewardship under the ESG principles.
Service Process Before and After Treatment
Customers complete a health questionnaire and specify personal preferences such as massage pressure or areas to avoid.
Therapists provide treatments based on the customer’s information.
Therapists observe and check customer comfort during the treatment.
After the treatment, customers complete a satisfaction survey.
The spa manager reviews daily data from the system. If any dissatisfaction or complaint is found, the manager will contact the customer the following day.
Each month, satisfaction results are summarized and analyzed to improve service quality.
Customer Satisfaction Assessment
Arrival Journey / Receptionist
Front desk welcome and customer reception
Therapist Skills
Professional skills and service quality of therapists
Treatment Journey
Quality and overall experience of the treatment process
Facility / Hygiene
Spa facilities, cleanliness, and hygiene standards
Overall Experience
Overall customer experience during the visit
All evaluation results are automatically recorded and stored in the database system, allowing real-time access and monitoring. This ensures that the data remains accurate and up to date. The system enables the Company to promptly track service issues and implement corrective actions when necessary, helping reduce the risk of customer complaints while continuously improving service quality and customer satisfaction.
Data Processing and Analysis
Customer satisfaction data collected in the system can clearly display scores for each evaluation category. The system allows users to select specific time periods, such as daily or monthly reports, and can also categorize the data by branch in a systematic way. This enables management and teams to see a comprehensive overview of service quality across all aspects. The data can be further analyzed to develop targeted service improvement plans, as well as to support the continuous enhancement of customer experience.
Customer Evaluation Results in 2025 (Score out of 5)
Arrival Journey / Receptionist
Therapist Skills
Treatment Journey
Facility / Hygiene
Overall Experience
In addition to the evaluation results across the five service areas that need to be improved to meet the established standards, the Company has also received additional feedback and suggestions from customers. These insights highlight areas that can be further improved and developed to enhance service quality in the future. The key points from customer feedback can be summarized as follows:
Too much high temperature in the treatment room
- Set air conditioning to 24°C and turn on electric blankets 15 minutes before service.
- Check the temperature inside the treatment room and ensure that the electric blankets are functioning properly.
- Regularly inspect and maintain the electric blankets to ensure that the equipment remains in good condition and ready for use.
Therapist service did not meet customer expectations
- Emphasize the use of pre-service questionnaires to ensure that therapists clearly understand the customer’s needs, physical condition, and expectations before starting the treatment.
- Recommend treatments, products, and assign therapists based on each customer’s specific preferences to enhance service quality and customer satisfaction.
- Develop the reception team’s skills in consultation and customer needs analysis so they can recommend services more accurately and appropriately.
- Continuously enhance therapists’ skills and knowledge in massage techniques and treatment practices to ensure they can effectively serve customers with different needs.
Service Improvement and Development Plan
To continuously improve service standards and ensure long-term service quality, the Company has implemented the following action plans:
- Conduct Brand Standard Audits by Spa Equity & Training team on a quarterly basis each year to ensure that all spa branches operate in line with the brand’s service standards.
- Regularly inspect and maintain equipment and tools to ensure they remain in good condition, safe, and ready for use at all times.
- Provide continuous training programs for employees, covering treatment techniques, service skills, and knowledge related to health and wellness.
- Regularly update relevant staff on important trends related to their work, such as consumer behavior and wellness trends, so they can better respond to changing customer needs.
- Promote ESG awareness and understanding among employees at all levels, ensuring they understand the principles, objectives, and importance of these policies, leading to behavioral and operational practices that support ESG implementation in a practical way.
Food Safety Quality Control Approach
The Company places the highest priority on consumer safety by implementing comprehensive food safety measures and management processes, beginning with employee training and health check-ups for restaurant staff to ensure that every customer receives clean, safe services in compliance with applicable legal standards.
Furthermore, the Company conducts daily food testing, systematically rotating the tests to cover all menu items. This approach enables the Company to promptly identify any deviations in food quality and reflects its strong commitment to ensuring the highest standards of food safety for its customers.
Summary of Food Safety Measures
Food Handler Training
Food Business Operator Training
Pre-Employment Health Screening
- Tuberculosis (TB)
- Cholera
- Typhoid Fever
- Dysentery
- Chickenpox
- Mumps
- Leprosy
- Contagious Skin Diseases
- Viral Hepatitis
Stakeholders Directly Impacted
