Stakeholder Engagement Management
We actively engage with all sectors, including customers, employees, business partners, investors, communities, and other stakeholders, by listening openly to their perspectives and feedback, and working collaboratively to create shared value and promote sustainable growth. We believe that sincerely addressing the concerns of every stakeholder is central to enhancing our products and services. Our approach prioritizes building long-term bonds and supporting community development alongside the steady advancement of our business.
Goals and Progress
Engagement score from multi-stakeholder survey
| Year | Goals |
|---|---|
| 2024 | 81% |
| 2023 | 81% |
| 2022 | 80% |
Supporting the SDGs
Stakeholders Directly Impacted
Key Performance 2024
Stakeholder Engagement Management Approach
Charoen Pokphand Group is committed to balancing value creation, mutual benefit, and strong relationships with all stakeholder groups through inclusive communication and engagement.
The Group conducts annual stakeholder surveys across its production bases and business operations in 23 countries and economic zones worldwide to ensure that engagement processes align with international standards and are adaptable across all business units. To enhance the effectiveness of stakeholder engagement, the Group adopts the AA1000 Stakeholder Engagement Standard as a guiding framework. This includes preparing relevant information and personnel, conducting in-depth data analysis, and establishing systematic reporting and follow-up mechanisms. Additionally, the Group places strong emphasis on building cross-sector collaboration networks with various partners to share knowledge and experience, and to jointly implement initiatives and activities that promote long-term sustainability.
Stakeholder Engagement Process
Charoen Pokphand Group is committed to engaging all stakeholder groups, recognizing that the success of the organization is directly linked to the well-being of its stakeholders, whether employees, customers, investors, suppliers, communities, or the environment.
The Group places strong emphasis on building strong, long-term relationships with all parties affected by its business operations. To achieve this, the Group implements an effective stakeholder engagement process to ensure that stakeholders’ voices are heard and that their concerns and expectations are appropriately addressed. The Group maintains transparent communication, listens with sincerity, and fosters mutually beneficial collaboration, ensuring that its business operations are sustainable and truly create value for all involved.
Stakeholder Prioritization Process
Charoen Pokphand Group applies a systematic stakeholder engagement approach to identify, assess, and prioritize key stakeholders
recognizing that each group holds varying levels of influence on and is affected by the organization to different extents. To manage these relationships effectively, the Group conducts careful analysis of stakeholder expectations and concerns, alongside evaluations of potential influence and impact. This process informs strategic planning and ensures that communication and relationship-building with each stakeholder group are appropriate, inclusive, and aligned with international standards.
Identification and Prioritization of Stakeholders
Stakeholder Engagement Survey Results
Charoen Pokphand Group places strong importance on continuously strengthening engagement with stakeholders. Regular surveys are conducted to gather direct insights and feedback.
reflecting the Group’s commitment to truly listening and fostering meaningful participation. These surveys are systematically designed to assess stakeholder awareness, expectations, and satisfaction with the Group’s business practices. The insights gained from these surveys are integrated into the Group’s strategic planning and decision-making processes. This ensures that business operations are continuously improved and aligned with stakeholder needs, effectively supporting the Group’s sustainable development goals
Engagement score from multi-stakeholder survey
| Year | % |
|---|---|
| 2024 | 81% |
| 2023 | 81% |
| 2022 | 80% |
| 2021 | 82% |
Stakeholder Engagement Score by Questionnaire Section
Sustainability Performance
Corporate Communication
Overall Satisfaction
Sustainability Performance
| Year | % |
|---|---|
| 2024 | 77% |
| 2023 | 84% |
| 2022 | 80% |
| 2021 | 79% |
Corporate Communication
| Year | % |
|---|---|
| 2024 | 83% |
| 2023 | 78% |
| 2022 | 79% |
| 2021 | 79% |
Overall Satisfaction
| Year | % |
|---|---|
| 2024 | 84% |
| 2023 | 81% |
| 2022 | 80% |
| 2021 | 86% |
Customer Relationship Management
Charoen Pokphand Group recognizes the importance of building strong relationships with customers as a foundation for long-term business success.
Customer Relationship Management (CRM) is therefore one of the Group’s core strategies, aimed at enhancing customer satisfaction and fostering lasting engagement. The Group utilizes advanced CRM tools to collect and analyze customer insights, enabling the development of products that meet specific needs and the delivery of meaningful interactions. This commitment is reflected in our proactive digital strategies, which allow us to respond to customer demands swiftly and effectively across various online platforms. In addition, the Group, and our subsidiaries conduct annual customer satisfaction surveys to continuously refine its products and services in line with evolving expectations and preferences, ensuring that we remain responsive, relevant, and customer-centric in every aspect of our operations.
Customer Satisfaction
Target: 95.50%
Target: 95.50%
| Year | % |
|---|---|
| 2024 | 96.00% |
| 2023 | 95.50% |
| 2022 | 94.50% |
| 2021 | 93.40% |
Number of Online Customers and Amount of Online Revenue the number on the bar and line should include %
Online Customers
Target: 70%
Online Customers
Target: 70%
| Year | % |
|---|---|
| 2024 | 73.5% |
| 2023 | 73.5% |
| 2022 | 73.2% |
| 2021 | 64.4% |
Online Revenues
Target: 62%
Online Revenues
Target: 62%
| Year | % |
|---|---|
| 2024 | 62.4% |
| 2023 | 60.1% |
| 2022 | 60.0% |
| 2021 | 47.0% |