Customer Relationship Management
Goal 8:
Goal 11:
Management Guidelines and Practices
BEM has defined customer relationship management as one of the strategies that drive the Company's business.
This approach aims to establish good relationships and create satisfaction for customers. It enables the Company to better acknowledge the expectations, demands and concerns of its customers, leading to correction, development, and improvement for better services, such as innovation development, which is one of the major projects BEM carries out in an effort to respond to the needs of its customers and to reduce business costs.
Impact on Business and Stakeholders
BEM focuses on catering to the needs and expectations of customers by surveying their satisfaction and engagement to obtain opinions and evaluate the results of operations. The surveys lead to the improvement of service provision to all customer groups through convenient and safe journeys in a bid to establish a positive corporate image, maintain existing customer base, and attract new ones. Besides rendering positive contributions to customers, employees' pressure and the time required to address customers' complaints will be reduced. At the same time, such efforts also contribute to the creation of economic value as well as opportunities to develop businesses through improving the connectivity of transportation systems, which encourage competition in the overall industry and answer to the expectations of shareholders and other stakeholders.
Commitment, Challenges and Opportunities
BEM is committed to responding to the demands and expectations of customers based on maximum satisfaction, which is critical to the Company's performance.
Under volatile economic circumstances, in particular, the rising cost of living will affect customers' service usage rate. BEM conducts surveys on the satisfaction and engagement of customers on an annual basis to gather opinions, concerns, and expectations to inform ways to improve the service. In addition, the Company also enhances comprehensive access and seamless journeys for the customers by, for example, expanding the service route network, promoting connectivity between networks, adopting technology to enhance safety and efficiency of services. In doing so, BEM aims to deliver services with safety, convenience, rapidity, reliability, punctuality, and efficiency to all groups of customers as well as create competitive opportunities to become a leading fully integrated transportation service provider in Thailand and ASEAN.
Targets and Performance Indicators
BEM has established targets and performance indicators in two key areas: customer relationship and service quality.
Total Customer Satisfaction
Targets
Performance 2025
Customer Engagement Rail Business
Targets
Performance 2025
Customer Complaints Expressway Business
Targets
Performance 2025
Customer Complaints Rail Business
Targets
Performance 2025
Easy Pass Availability
Targets
Performance 2025
Customer Relationships
BEM has set a customer satisfaction’s target at least 98%. In 2025, the targets of customer complaints are defined as follows: customer complaints from expressway business must not exceed 0.15 cases per 100,000 trips, and customer complaints from rail business must not exceed 0.15 cases per 100,000 passengers.
| Indicators | Performance 2025 | Short-Term Target 2025 | Medium-Term Target 2030 | Long-Term Target 2050 |
|---|---|---|---|---|
| Customer Satisfaction | ||||
|
96.81 | ≥98 | ≥98 | ≥98 |
|
95.86 | ≥95 | ≥98 | ≥98 |
|
99.91 | ≥98 | ≥98 | ≥98 |
|
85.71 | ≥85 | - | - |
| Customer Engagement | ||||
|
83.96 | ≥80 | ≥80 | ≥80 |
| Customer Complaints | ||||
|
0.01 | ≤0.15 | ≤0.15 | ≤0.15 |
|
0.03 | ≤0.15 | ≤0.15 | ≤0.15 |
Service Quality
BEM has set targets for the Easy Pass Availability on the expressway system at no less than 99.90%. The Company also aims for at least 96% of rescue incidents to be responded to within 12 minutes. For the rail business, the targets for the MRT Blue Line are as follows: Train Service Availability (TSA) and Train Service Punctuality (TSP) at no less than 99.20%, and Train Availability (TA) at no less than 99.70%. For the MRT Purple Line, the targets are Train Service Availability (TSA) and Train Service Punctuality (TSP) at no less than 99.25%, and Train Availability (TA) at no less than 99.75%.
In 2025, BEM’s overall performance either met or exceeded the established targets. For the Expressway Business, the Easy Pass Availability reached 99.94%, and Rescue Incident Response within 12 Minutes met the target 99.63%. For the Rail Business, the Train Service Availability (TSA) of both the Blue Line and Purple Line reached 100%. Train Service Punctuality (TSP) for the Blue Line was 99.43%, and for the Purple Line was 99.84%. The Train Availability (TA) for the Purple Line was 99.92%, while the Train Availability (TA) for the Blue Line was 99.54%, which was slightly below the target.
Nevertheless, such performance did not fall below the key performance indicators stipulated under the concession agreements, and BEM has already implemented corrective improvements accordingly.
| Indicators | Performance 2025 | Short-Term Target 2025 | Medium-Term Target 2030 |
|---|---|---|---|
| Expressway Business | |||
|
99.94 | ≥99.90 | ≥99.90 |
|
99.63 | ≥96.00 | ≥96.00 |
| Rail Business | |||
|
100 | ≥99.20 | ≥99.25 |
|
99.43 | ≥99.20 | ≥99.25 |
|
99.54 | ≥99.70 | ≥99.70 |
|
100 | ≥99.25 | ≥99.25 |
|
99.84 | ≥99.25 | ≥99.25 |
|
99.92 | ≥99.75 | ≥99.75 |
Policies and Practices
Customer Relationship Management Process
BEM continuously manages customer relationships in alignment with its corporate strategy and social responsibility, with the aim of building long-term credibility and trust in the Company's brand. This is achieved through comprehensive communication and public relations efforts, including media relations, advertising, and special activities, with a focus on delivering content that is easy to understand and approachable.
BEM has consistently supported activities that strengthen relationships with customers, business partners, and stakeholders, while creating value for society. Examples include travel promotion activities such as the “Happy Journey with BEM” campaign, benefit programs for passengers and expressway users, and the publication of the monthly BEM Magazine, which is continuously produced and distributed as a communication channel to publicize activities, privileges, and overall business operations to customers and stakeholders.
Feedback Channels
BEM provides various channels to communicate and receive feedback to continuously improve services. The feedback received is forwarded to relevant departments for appropriate corrective actions, service quality assessment, and integration into the Company's future business plan.
Information Service Center
Toll Plaza Buildings/MRT Stations
Customer Satisfaction
BEM conducts annual customer satisfaction surveys through a quantitative research process. Data is collected from expressway users and rail passengers via interviews or questionnaires conducted on weekdays (Monday to Friday) and weekends (Saturday, Sunday, and public holidays). The survey results are then used to support analysis and continuously improve service quality across each business segment.
Expressway Business
In 2025, BEM conducted a satisfaction survey of expressway users (Prachim Ratthaya Expressway) through questionnaires with a sample group of 1,479 respondents. The survey considered the following factors:
-
1Service provided by toll collectors
-
2Service provided by staff at toll buildings
-
3The physical condition of toll plazas and toll buildings
In 2025, BEM survey results indicated that overall expressway users satisfaction was rated as very satisfactory at 95.86%, comprising satisfaction with the service provided by toll collectors at 96.50%, and with the service provided by staff at toll buildings at 96.88%, as well as with the physical condition of toll plazas and toll buildings at 94.82%. In this regard, there were no issues requiring urgent resolution. However, for operational improvement in 2025, one area identified was the implementation of promotions or toll discounts for expressway users. In response, the Company has already taken into action by introducing toll discount programs for expressway users.
Customer Satisfaction of Expressway Business 2025
Prachim Ratthaya Expressway
Service provided by toll collectors
Service provided by staff at toll buildings
The physical condition of toll plazas and toll buildings
Rail Business
In 2025, BEM conducted a satisfaction and engagement survey among passengers of the MRT Blue Line and MRT Purple Line using questionnaires based on the concept of European Standard: EN 13816 and the principle of the Service Quality Loop. Key issues considered in the survey included convenience, rapidity, reliability and punctuality, safety, access to information, and staff.
The 2025 survey results indicated that passenger satisfaction for the MRT Blue Line and MRT Purple Line was at 99.92% and 99.90%, respectively. Meanwhile, passenger engagement for the MRT Blue Line and MRT Purple Line reached 88.21% and 79.74%, respectively. Notably, no issues required urgent corrective action. Nevertheless, BEM has incorporated suggestions from the 2025 survey, regarding the sufficiency of ticket vending machines (TVMs), into its operational improvements. The Company has enhanced payment channels by upgrading ticket vending machines (TVMs) to support QR Code (PromptPay) payments, enabling faster transactions and reducing waiting times for ticket issuance.
Customer Satisfaction and Engagement of Rail Business 2025
MRT Blue Line
Satisfaction Score
Engagement Score
MRT Purple Line
Satisfaction Score
Engagement Score
Commercial Development Business
In 2025, BEM conducted an online satisfaction and engagement survey of customers who rented advertising media and retail space. The survey covered a sample group of 88 respondents. The satisfaction score for overall service was 85.71%, while engagement score was 85.32%.
Customer Satisfaction and Engagement of Commercial Development Business 2025 (Advertising Media and Retail Space)
Satisfaction Score
Engagement Score
Customer Feedback and Complaint Management
Under its customer relationship management process, BEM prioritizes listening to customer feedback and complaints to continuously improve service quality. Accordingly, the Company has compiled and analyzed customer complaint data from each business unit as follows:
Number of Customer Complaints
Expressway Business
Rail Business
Commercial Development Business
Total
In 2025, the Company received customer complaints across various areas as follows:
- Expressway Business: 46 cases comprising 16 cases concerning safety (35%), 6 cases concerning station staff (13%), 10 cases involving equipment (22%), 9 cases involving environment (20%), 3 cases regarding communities along the routes (6%), and 2 cases involving others (4%).
- Rail Business: 497 cases comprising 295 cases concerning station staff (59%), 98 cases involving equipment (20%), and 104 cases relating to management methods (21%).
- Commercial Development Business: 18 cases comprising 1 case concerning safety (6%), 2 cases involving equipment (11%), 2 cases concerning station staff (11%), and 13 cases involving others (72%).
BEM has carefully reviewed and addressed all complaints as appropriate and successfully resolved 100% of the cases. For example, feedback from expressway users regarding traffic lane arrangements at Si Saman Toll Plaza, both inbound and outbound, indicated that the number of Easy Pass lanes was insufficient. Users suggested increasing the number of Easy Pass lanes to accommodate the growing volume of automatic toll system users and to improve traffic flow. In response, the Company has implemented plans to continuously expand Easy Pass lanes to enhance convenience and service quality.
