Customer Rights and Service Quality

Customer Satisfaction Survey Process

Customer rights and service quality serve as the cornerstone of EGAT’s continued business development. EGAT maintained close communication with customers through routine meetings to address needs and feedback, while also ensuring open communication channels through onsite customer representatives or designated contact points. After service completion, customer representatives are sent online “customer satisfaction surveys” to evaluate various maintenance service aspects and provide feedback.

EGAT gains insights into customer needs through a rigorous process of collecting and responding to customer feedback. In 2025, the overall average customer satisfaction score was 8.88, a slight decrease from the previous year due to market challenges. Adhering to the principles of integrity and transparency, the Company has launched a "Satisfaction Management Mechanism" to investigate root causes through cross-departmental reviews and transform customer feedback into a driving force for service optimization. While improving quality, we have also received positive recognition from customers worldwide (as shown below). To demonstrate our unwavering commitment to quality and flight safety, EGAT has set phased targets for 2026-2030, with a core strategic goal of achieving a customer satisfaction score exceeding 9.69. Through continuous self-improvement and innovation in service technology, we strive to challenge the status quo and provide the industry's highest standard of excellence.