Innovation and Customer Stewardship

Innovation & Customer Stewardship

Challenges, Risks,

and Impacts

The petroleum and petrochemicals industries represent significant economic value but are currently confronted with a multitude of challenges. These include economic downturns leading to decreased consumer purchasing power, volatile energy prices affecting raw material costs, transportation expenses, profit margins, uncertainties in political policies, geopolitical conflicts, advancements in technology and the emergence of low-cost products resulting in market oversupply and price fluctuations. Additionally, critical environmental issues, such as climate change and plastic waste management, pose significant challenges.

Thaioil Group, a leading company in Thailand’s energy sector, places a greater emphasis on development of advanced technologies and innovations to enhance production efficiency and developing high value products. This aims to decrease production costs and generate new revenue streams from new products, thereby strengthening competitive advantages and responding to shift in customer demands, particularly in the aspects of product quality and safety.

Commitment and Target

Thaioil Group has promoted the importance of corporate innovation since 2022 by integrating innovation as one of its corporate values. Furthermore, the Company was initially assessed the level of corporate innovation and achieved Level 3 (Challenging Level) out of a total of 5 Levels.

Thaioil Group is committed to advance its corporate innovation from Level 3 (Challenging Level) to Level 4 (Proficient Level) by 2026. This progression will position the Company on par with other leading companies both domestically and internationally.

Targets

Thaioil Group is committed to advancing the status of innovation-driven organization from Level 3 to Level 4 by 2026. This target indicates the initiation of research and development of new products or services that demonstrate outstanding innovation and have a significant impact on the Company’s business. Achieving this ambitious target requires collaboration from all organizational sectors to create innovation that benefits both current and future customers. As a result, Thaioil Group has outlined an annual action plan to achieve target by 2026 as follows:

2022: The Company achieved an innovation maturity level at level 3 (out of 5 levels) and formulated a clear strategic development plan for innovation

2024: Emphasizing on rolling the creative ideas into practices to create prototype for testing with users or customers, gathering feedback from those, and developing those prototypes into products or services that serve their needs. In this year, the level of corporate innovation was reassessed to consider the changes over the past two years.

2025: Taking the results of a corporate innovation maturity level to develop, improve, and enhance the employee’s capability to elevate the Company’s status of innovation-driven organization to Level 4 (Proficient Level) by 2026 as defined.

2026: Conducting the third assessment of the level of corporate innovation

Level of Innovation

Target 2026

4 (Proficient Level) (out of 5 Level)

level

Maintain Thaioil Group’s customer engagement score

Target 2024

92 Percentage

Thaioil Group prioritizes customer satisfaction with both the Company’s products and services, starting from order reception and continuing throughout the management process to ensure that customers receive complete, accurate, and timely products. The Company proactively handles complaints and closely follows up to resolve the issue. Furthermore, the Company collaborates with customers to develop products to meet their specific needs. This enables the Company to adjust marketing strategies appropriately and grow alongside partners.

Management Approach and Performance

Innovation Management

Management Approach

In 2024, Thaioil Group defined Corporate Key Performance Indicators (Corporate KPIs) on the innovation to strengthen the business sustainably. The KPI is broken down into 5 levels. Level 1 is required to have creative ideas and prototype projects totaling 20 projects, while level 2 is required to have such projects totaling 30 projects. Also, Level 3 is required to completely build or produce 30 prototype projects. Meanwhile, Level 4 and 5 must have monetary benefits from the implementation of prototype projects, with the amount of 100 and 200 million THB per year respectively.

Thaioil Group has embedded the organization’s innovation targets across all 35 functions within the Company. The focus is on transforming ideas into prototype projects, testing them with users or customers to gather feedback, and continuously developing them into products or services that meet user needs. The results of 2024 indicate that employees across all 35 departments in Thaioil Group completed a total of 53 prototype projects with overall potential monetary benefit at 233 million THB per year. This demonstrates the successful achievement of the organization’s innovation targets at the highest level as defined.

In 2024, Thaioil Group conducted a reassessment of the level of corporate innovation, following the initial assessment in 2022, to closely monitor the progress of the Company’s development over the past two years. The results of the assessment show a significant improvement, with the score increasing from 56 points (out of 100) in 2022 to 67 points. The Company remains at Level 3 (Challenging Level) out of 5 Levels but is approaching Level 4 (Proficient Level), the long-term target to achieve by 2026, which requires a score of over 70 points.

The 11-point increase in the corporate innovation score over the past two years is a significant achievement for the Company in advancing corporate innovation. Thaioil Group is the only company in the Thai Oil & Gas sector to experience such an increase, reaching the “TOP Quartile” level, with an increase of more than 5 points per year. This achievement is attributed to the dedication of employees at all levels in continuously elevating corporate innovation to be on par with leading companies both in Thailand and internationally.

Innovative Culture

Approach to build internal corporate innovative culture

Thaioil Group has continuously encouraged employees to create innovations collectively and fostered continuous learning opportunities in the field of innovation. In 2024, the Company organized activities to enhance employees’ awareness of the importance of innovation as follows:

i-LEAD Project

In response to the Company’s business strategies, Thaioil Group has focused on creating new innovations as a cornerstone to foster sustainable business growth. Hence, the Company places importance on “innovation” by prioritizing and empowering employees to develop creative solutions and invent new ideas and innovations to deliver value-added products and services in the future.

Thaioil Group has systematically promoted the internal innovation culture through the “i-LEAD” behaviors. The behaviors are specified through a screening process by the employee representatives from all levels. The project aims to ensure employees can clearly understand, remember, and embody these behaviors in alignment with the organization’s goals. In 2024, the Company elevated its efforts by encouraging employees to consistently integrate these behaviors into their work routines, fostering a habit of innovation. This initiative supports the company’s journey toward becoming an innovative-driven organization through a variety of activities, as detailed below:

Organized this activity to promote knowledge of innovation through E-learning on the Thaioil Academy platform which is an online learning platform of Thaioil Group. This encourages employees to learn about principles, approaches, and concepts regarding innovation from selected innovation experts to serve as a foundation and inspiration for employees to create innovations.

TOP Class to be Innovative Squad 101 (E-Learning Challenge)

Organized a workshop activity for top management to be the leading change makers. This aims to create Innovation Culture Awareness

Activities to encourage employees to appreciate i-LEAD behaviors are part of the Spark Joy application initiative under the “Suk Chuen Chom” program. This initiative allows employees at all levels, including executives, supervisors, and colleagues, to express appreciation, recognition, and encouragement when i-LEAD behaviors are demonstrated.

Recognition of i-LEAD Behaviors through the "Suk Chuen Chom" Program

Organized a workshop activity to develop the change agent by choosing the representatives from selected functions.

Organized a variety of activities, campaigns, and communications through the Company’s communication channels, such as activities to promote innovative behavior, and roadshow events, etc. In addition, the Company hosted the “Innovation and Learning Day 2024” for the third consecutive year to further strengthen the innovation culture. The event features senior executives presenting awards to employees with outstanding achievements in innovation and knowledge contributions to the organization. This reflects the commitment of Thaioil Group employees to driving the organization toward becoming an innovation-driven enterprise.

Innovation Idea Challenge activity

Innovation Roadshow activity

Innovation Failure Challenge activity

Innovation and Learning Day 2024

The Enhancement of Innovation Knowledge for Employees

Thaioil Group encourages the employees to become quality innovators by raising awareness of the importance of innovation, providing knowledge enhancement for continuous development, and creating inspiration for innovation through the following activities:

TOP Innovation E-newsletter

Organized a weekly E-newsletter, distributed to all Thaioil Group’s employees, to promote creativity

TOP BCG Updates

Organized a monthly E-newsletter to raise awareness of the BCG model

Innovation Talk

Invited external speakers with expertise and knowledge in innovation

Thaioil Innovation Awards 2024

Thaioil Group has gathered a total of 62 innovative prototype projects from various departments. Each project was evaluated by a committee resulting in 11 outstanding projects receiving the Prototype Awards. Among these, two projects were recognized as the best prototypes, including Robotic Cleaning for Fire Heater Application from the EOSC, ENTS, and RHRD departments. This project was the creation of a furnace cleaning robot enhancing cleaning efficiency compared to manual methods, eliminating the need for scaffolding, as well as reducing work time by up to 50%. Another project, Oil Mist Generator Controller Upgrading, was developed by the ENIM and ENMM departments. This initiative focuses on upgrading the control function of the oil mist generator system by adding diagnostic function and log trend leading to immediate machinery analysis.

On November 7, 2024, the Company organized the “Innovation and Learning Day 2024” comprising a variety of activities focused on learning and innovation. During this event, the CEO presented awards to outstanding innovative projects for encouraging employees to continue fostering creativity and advancing the Company’s innovative efforts.

Thaioil Innovation Awards 2024

Approach to build innovative collaboration with external organizations

In 2024, Thai Oil Group continues to prioritize research and development collaboration with the education sector. This year, the company has implemented plans to drive its research and development strategy into practice, focusing on both workforce management and research and development management. These efforts are organized under a structure consisting of six Centers of Excellence, which include:

Crude Excellence Center
Catalyst & Adsorbent Excellence Center
AI/Robotics Solution Provider
High Value Product/High Value Business
Polymer & Olefin Derivatives
Sustainability & New Business

The six Centers of Excellence are dedicated to fostering collaborative research with academic and business partners to develop innovative products that cater to the evolving needs of both existing and potential customers. This is accomplished through a highly efficient cross-functional team approach, ensuring seamless coordination across departments. In 2024, the company initiated 14 research and development projects, with 5 projects successfully completed.

Besides the collaboration with educational and government agencies, Thaioil Group has expanded the partnerships to develop new products with the research and development units of the private sector, such as Inoxella Co., Ltd, which is a company specialized in designing and developing surfactant formulations for personal care products, including the efficacy testing of cleansing formulas to achieve products that provide effective cleaning while being gentle on the skin. These products are dermatologically tested and certified by reputable dermatology institutions to ensure they do not cause skin irritation or allergies.

In addition, in 2024, the research and development projects completed through collaboration with academic institutions and government agencies include:

1. The project to develop a robotic system for cleaning the heat exchanger pipes of oil heaters in the oil refining process was conducted in collaboration with the Vidyasirimedhi Institute of Science and Technology (VISTEC). This innovative robot can clean the pipes by moving along their length without the need for scaffolding, reducing the risk of accidents associated with working at height. Additionally, it helps lower the amount of carbon dioxide emissions generated from burning fuel to heat the oil heater equipment in the production process.

2. The project to develop Rubber Process Oil (RPO) was undertaken in collaboration with Thai Lubes Public Company Limited to address the needs of customers in the automotive parts industry. The project focused on improving the properties of paraffinic oil, including viscosity, acid number, and copper strip corrosion resistance, to meet the requirements of customer formulations and production processes. This development aims to replace imported rubber process oil with a locally produced alternative. The resulting product has lower carcinogenic substances than the health standard limits. The product has been commercially available since October 2024, generating a benefit of 0.3 million baht.

3. The Phase Change Materials (PCMs) development project, using Slack Wax from Thai Lubes Public Company Limited, was conducted in collaboration with the National Nanotechnology Center (NANOTEC) under the National Science and Technology Development Agency (NSTDA). Initial studies have shown that Slack Wax possesses phase change properties, meaning it can absorb or release heat, known as latent heat, causing the material to change its physical state, such as from solid to liquid. When the temperature decreases, the material returns to its solid state.

4. The catalyst testing project for Euro 5 oil production was conducted in collaboration with the Petroleum and Petrochemical College, Chulalongkorn University (PPC). The project involved testing the performance of catalysts using a pilot unit from catalyst manufacturers participating in the bidding process for catalyst change in the Euro 5 oil production unit. The test results enabled the refinery to select the most suitable catalyst supplier for the production process and operating conditions.

5. The project to convert ethylene and carbon dioxide into ethylene carbonate for use as a solvent in lithium-ion batteries involves a production process that is more efficient and safer compared to current technologies. This project is a collaboration with the Vidyasirimedhi Institute of Science and Technology (VISTEC) and has already filed for intellectual property registration with the Department of Intellectual Property.

Product Innovation

Developing new products, increasing the value of existing products, or developing high value products rely on the collaboration of research and development with internal and external partners. These activities involve brainstorming sessions with the sales team to identify directions for new product development, brainstorming sessions with the production team to improve manufacturing processes to produce the product with the qualification that meets market demands, partnering with educational institutions to explore technology and business trends for the benefit of new product development, as well as collaboration with research and development units of the private sector to jointly develop products that genuinely respond to market demands. Examples of key Thaioil Group’s product innovation are as follows:

Hydrocarbon Decontamination Chemical

The product is a surfactant designed for industrial use to remove hydrocarbon stains or oils and volatile organic compounds (VOCs) remaining in equipment in the refinery and petrochemical industries, ensuring levels below 500 parts per million (ppm) before the equipment can be opened and inspected. The focus is on aromatic products, gasoline, and crude oil. Laboratory test results show that the prototype developed for aromatics, including benzene, toluene, and xylene, is more effective at removing stains and reducing vapors than chemicals currently available in the industry, which must be imported. Additionally, it does not cause corrosion to equipment surfaces or pose health risks to operators. The project tested the product’s efficiency on a benzene storage tank from Thai Paraxylene Company, and the results demonstrated superior performance in cleaning hydrocarbon stains and eliminating hydrocarbon vapors compared to industry chemicals in terms of cleaning efficiency, vapor removal, reduced chemical usage, lower waste generation, and shorter processing times. As a result, the company is moving forward with the process of drafting a patent application to protect the product formula and plans to commercialize this research-based product in 2025. Further development will also focus on cleaning products and VOC removal for gasoline and crude oil.

Waterless Hand Cleaner

The product is a surfactant-based formula designed to remove dirt such as oils, hydrocarbons, grease, ink, and other substances from the skin, including palms and arms, without the need for repeated rinsing with water. This research project is a collaboration with InnoXcellar Co., Ltd., where a prototype product was developed that effectively cleans while being gentle on the skin and not causing allergic reactions. The product has been tested and certified by dermatologists from recognized institutions. The prototype was tested by employees in maintenance, engineering, and production departments, among others. The test results showed that its cleaning efficiency is on par with current commercial products. In 2025, there are plans to file a patent application to protect the product formula, register it with the Food and Drug Administration (FDA), and launch the product in the market.

Paint & Coating

This research project focuses on identifying suitable bacteriocins to be used as bio preservatives. The project aims to test target bacteriocins against various microorganisms, such as bacteria, fungi, and yeasts, to assess their ability to inhibit growth in products like paints and coating materials, compared to currently used preservatives (Comparative Test). The project is still in the process of comparing effectiveness and preparing proposals for the next phase of research.

Process Innovation

Process innovation can be classified into the development of production processes, operational processes, or product development processes. Examples of key Thaioil Group’s Process Innovation are as follows:

Microbial waste in wastewater treatment systems

The research project on adding value to microbial waste in wastewater treatment systems, instead of incinerating it, supports the reduction of carbon dioxide emissions. The project begins by studying the extraction of various enzymes and isolating microorganisms capable of producing these enzymes from microbial waste. These microorganisms can then be used as inoculants for both decomposing microbial waste and simultaneously producing enzymes. The study found that certain microbial strains are capable of breaking down microbial waste and converting it into lipase enzymes.

Applies artificial intelligence (AI) to compare the similarities and differences in blueprint diagrams (PDF Drawing diagram)

The project applies knowledge of algorithms through coding to create a function for comparing the similarities and differences between blueprint diagrams in PDF format. The comparison results are displayed using colors to highlight the differences at specific points. This project has been implemented in the project management department, enabling quick and efficient comparison, replacing manual comparison processes. It reduces errors and ensures that the blueprints are modern and aligned with the equipment installed in the workspace.

RHCU Pilot Plant (Residue Hydrocracking)

RHCU Pilot Plant is a manufacturing simulation model of the refining unit in the Clean Fuel Project (CFP). The objective is to test and select the optimal crude oil blend formula for the distillation process, as well as the various variables used in the RHCU Process. The results will be used for production planning to achieve the maximum efficiency in output. The RHCU Pilot Plant helps reduce production costs by selecting the most suitable crude oil blend, minimizing sediment formation in equipment, providing valuable data for production variable optimization, and assisting in the selection of suitable catalysts. In 2025, crude oil testing will commence as per the established plan.

Clean Technology Innovation

Thaioil Group’s clean technology innovation includes the development and transition towards alternative fuels, exploring and studying new energies aims to reduce or eliminate greenhouse gas emissions from combustion (Low-Carbon Energies) and conducting studies on sustainable aviation fuel. Additionally, the Company is actively engaged in pollution prevention and control, with a strong focus on air quality management through carbon capture and storage (CCS) initiatives. These efforts reflect the Company’s commitment to pioneering environmentally responsible solutions and driving the energy sector towards a low carbon future. Examples of Thaioil Group’s ongoing low carbon technology innovation and initiatives include:

Alternative Fuels

The Alternative Fuels projects aim to reduce carbon emissions across various sectors, thereby supporting the energy transition and delivering long-term economic and environmental sustainability through producing cleaner and greener fuel options. The Company’s current alternative fuels projects include:

Sustainable Aviation Fuel (SAF) projects utilizing commercially developed technologies as follows:
- Utilizing HEFA (Hydrotreated Esters and Fatty Acids) technology to produce eco-friendly aviation fuel from used cooking oil, palm oil mil effluent (POME), Palm fatty distillate (PFAD) and animal fats, in collaboration with the PTT Group.
- Employing ATJ (Alcohol to Jet) technology to convert bio-based alcohols, like ethanol, into cleaner aviation fuel in collaboration with our strategic partners. This will help reduce the aviation sector’s carbon emissions.
- Using Co-Processing Technology to produce SAF by co-processing renewable feedstock within our existing hydroprocessing units. In addition, the Company is currently studying regulations, technology readiness levels, and raw material procurement to ensure a reliable and sustainable supply of Used Cooking Oil (UCO), and exploring alternative waste feedstocks, such as POME (Palm Oil Mill Effluent), PFAD (Palm Fatty Acid Distillate), and other waste feedstocks.
The New Energy Exploration Project aims to reduce or eliminate greenhouse gas emissions from combustion by focusing on clean hydrogen and its derivatives, such as ammonia, as well as other low-carbon fuels produced from clean hydrogen. The project includes preliminary studies and assessments of key factors, such as costs, technologies, strategically significant location along the entire supply chain. Additionally, the project explores other alternative energy sources, such as biofuels, for alternative energy production to reduce reliance on fossil fuels. Furthermore, the Company is evaluating the feasibility of investing in reforestation projects to generate carbon credit, which would provide environmental benefits and support its long-term sustainability goals.

Bio-based products

Through our Corporate Venture Capital (CVC) investment, we are collaborating with a startup to develop biosurfactants produced entirely from natural feedstocks. The biosurfactant product, serving as cleansing agent, emulsifier etc., fits wide range of industries: Personal Care, Cosmetics, Household Cleaning, Agriculture and Animal Feeds. Since the product is environmentally friendly, biodegradable and low in carbon footprint, it enhances the positive impacts in sustainability for both TOP Group and its stakeholder throughout the supply chain. Through our Corporate Venture Capital (CVC) investment, we are collaborating with a startup to develop biosurfactants produced entirely from natural feedstocks. The biosurfactant product, serving as cleansing agent, emulsifier etc., fits wide range of industries: Personal Care, Cosmetics, Household Cleaning, Agriculture and Animal Feeds. Since the product is environmentally friendly, biodegradable and low in carbon footprint, it enhances the positive impacts in sustainability for both Thaioil Group and its stakeholder throughout the supply chain. Moreover, Thaioil’s CVC are still exploring new opportunities in Biochemicals and Bioplastics to expand Thaioil’s sustainability investment and business building, leading to a more environmentally friendly portfolio.

Carbon Capture and Storage (CCS)

The Company has collaborated with the PTT Group on a Carbon Capture and Storage (CCS) study project aimed at capturing millions of tons of carbon dioxide (CO2) annually from production processes and securely storing it in offshore geological formations. This initiative aligns with the Company’s decarbonization and energy transition strategy, contributing to the reduction of industrial and national greenhouse gas emissions and supporting Thailand’s climate goals. The study encompasses a feasibility analysis across the entire value chain, including technology assessments, coordination with government agencies on regulatory matters, exploration of funding opportunities, market demand analysis, and environmental impact evaluations.

Energy Efficiency Projects

The Energy Efficiency Projects aim to reduce fuel consumption and improve production efficiency, contributing to the Company’s Net Zero GHG emission and long-term sustainability targets, as well as contributing towards operating cost savings.

In 2024, there were 39 energy efficiency improvement projects, resulting in a total energy consumption 494,794 gigajoules, equivalent to 28,985 tons of carbon dioxide equivalent, and 223 million THB of cost savings from the total of 189.62 million THB of investments

2024

Performances

Vel pretium dolor tellus id purus felis tellus cursus. Amet turpis vel enim aliquet maecenas. Egestas nulla urna suspendisse cursus aliquam mauris facilisis.

Customer Stewardship and Product Quality Management

Management Approach

Thaioil Group places great importance on taking care of customers as a part of our family under the strategy of “Partner for Life” in all aspects, including receiving products, services, and implementing various projects for customers in order to achieve sustainable growth together. In addition, the Company has prioritized on the quality and safety of its products and services in compliance with laws, regulations, and international standards to prevent negative impacts on customers and society. This commitment aligns with sustainable organizational development criteria, focusing on three dimensions, namely Environment, Social, and Governance (ESG). Furthermore, the Company actively listens to customer feedback and takes prompt and efficient actions to meet evolving customer demands while enhancing customer satisfaction and fostering customer engagement between Thaioil Group and its customers.

In 2024, Thaioil Group continued to implement the Partner for Life plan to support customer stewardship in three aspects as follows:

Partner for Growth

1. Partner for Growth focuses on conducting the annual customer satisfaction and engagement surveys and analyzing the results of this surveys to discuss and brainstorm with relevant departments. This aims to leverage the insights and feedback to further develop and improve the product quality and customer services. The examples of key project are the project for utilizing digital systems to streamline financial processes and organizing interactive activities with customers through various social media platforms. In addition, the Company has evaluated customer satisfaction in each activity that the customer participated in. This aims to develop and improve such activities in the future.

Partner for Knowledge

2. Partner for Knowledge provides academic knowledge and supports knowledge sharing in various forms, encompassing technical, operational, marketing, and financial aspects through trainings for customer such as Fundamental of Refinery Process and Business Overview & Refinery Overview.

Partner for Service

3. Partner for Service emphasizes continuous enhancement of the Customer Relations Management (CRM) practices, segmented into four aspects, as follows:

1. Operation Enhancing service efficiency and fostering continuous good customer relationships. The Company has been improving the efficiency of the customer registration process by integrating a digital system. This aims to ensure the consideration process is fast, transparent, and accountable. In addition, the Company has upgraded the Voice of Customer (VOC) system to be more convenient, user-friendly, and responsive for customers to contact relevant departments. Besides, the Company has established the Service Level Agreement (SLA), which is the standard for product and service delivery, with all relevant functions, including sales, quality, operations, delivery planning, accounting sale support, digital services, and customer relationship management. This covers the process of order reception and continues throughout the management process to ensure that customers receive complete, accurate, and timely products. Each function complies with standardized service level agreements, achieving a 100% compliance rate. In the fourth quarter of this year, the Company opened two new Gentry of petroleum pumping units. This aims to increase the opportunities for receiving more products and reduce waiting time for customers to pick up the petroleum products. Also, this assists the Company in improving the efficiency and convenience of product delivery.
2. Analytic Analyzing the result of annual customer satisfaction and engagement survey to discuss and brainstorm with relevant departments. This aims to leverage the insights and feedback to further develop and improve the product quality and services. The examples of key project are the project for utilizing digital systems to streamline financial processes and organizing interactive activities with customers through various social media platform. In addition, the Company has evaluated customer satisfaction in each activity that the customer participated in. This aims to develop and improve such activities in the future.
3. Collaboration Providing knowledge sharing about the petroleum market to customers and collaborating with customers to conduct feasibility studies in improving the efficiency of petroleum product pickups by road.
4. Customer Data Platform Leveraging an international standard platform for storing the fundamental customer data, intended for utilization in fostering and strengthening relationships with customers.

Highlighted Projects

In 2024, Thaioil Group implemented customer relationship programs under the of “Partner for Life” strategy to cultivate and maintain good relationships with customers as follows:

Organized cultural promotion activities through the “Cultural Activity” project.

in the form of social engagement activities, TEAM SPIRIT

Organized “Safety and Happy Hours” activity for drivers in 2024

to ensure safety during product pickups for the customer groups working at fuel stations

Organized knowledge sharing sessions to customers both in online and on-site presentations with various topics

such as Fundamental of the Refinery Process and Business Overview

Organized recreational activities for different customer groups

เช่น Fundamental of Refinery Process และ Business Overview & Refinery Overview

2024

Performances

Through Thaioil Group’s comprehensive operations, encompassing both product manufacturing and service delivery, the Company has achieved a higher level of customer engagement that surpasses the predetermined targets.

Remark:
(1) Customer engagement of Thaioil Group consists of Thai Oil Public Company Limited (TOP), Thai Lube Base Public Company Limited (TLB), and Thai Paraxylene Company Limited (TPX). This survey was conducted by a third-party company that provides customer satisfaction assessment services.
(2) Customer satisfaction of TOP Solvent Company Limited (TOPNEXT International Company Limited) for 2020-2022 has a full score of 5. The survey was conducted by TOP Solvent Company Limited.
(3) Customer engagement of TOPNEXT International Company Limited in 2023-2024 has a full score of 100 percent. The survey was conducted by a third-party company that provides customer satisfaction assessment services.