Customer Rights and Service Quality

Customer Satisfaction Survey Process

Customer rights and service quality are the foundation of EGAT's development. The Company communicates customer needs and feedback through routine work meetings and keeps communication channels open through on-site customer representatives or dedicated contact windows. After service completion, customer representatives receive an online Customer Satisfaction Survey to evaluate each maintenance service item and submit their responses. Through a rigorous customer feedback collection and response mechanism, EGAT gains deeper insight into customer needs. In 2025, the overall average customer satisfaction score was 8.88. Although the score declined slightly from the previous year due to market challenges, the Company has launched a satisfaction management mechanism based on integrity and transparency, using cross-departmental review to identify root causes and transform customer feedback into momentum for service optimization. While continuing to improve quality, we also received positive recognition from global customers. To demonstrate an uncompromising commitment to quality and flight safety, EGAT has set phased targets for 2026 to 2030, with customer satisfaction exceeding 9.69 as a core strategy. Through continuous self-improvement and service technology innovation, we strive to break through the status quo and provide excellent service at the highest industry standard.