Customer Responsibility
Importance and Mission
Sansiri is committed to creating safe and nurturing living environments that enhance residents' quality of life, foster human connections, and contribute to a liveable society.
The Company acknowledges the risks posed by natural disasters, such as earthquakes, particularly considering recent seismic events in Thailand and their repercussions. Emphasising the importance of resilient design, Sansiri prioritises creating residences that transcend mere shelter. This commitment begins with a thorough understanding of the diverse needs of customers and residents and the cultivation of strong, long-term relationships. As a result, projects are transformed into living spaces that enrich lives for everyone in every day.
Acknowledging the diverse and evolving needs of customers, Sansiri is committed to developing value-driven products and services. The Company prioritises innovation to respond to a wide range of behaviours, perspectives, and ways of living. Guided by the belief that a fulfilling life is shaped by the quality of everyday experiences, Sansiri places strong emphasis on thoughtful design and functional excellence that support diverse lifestyles.
Beyond product development, Sansiri provides comprehensive after-sales services, fosters high-quality communities, and continuously enhances residents’ overall quality of life. This holistic approach results in homes that enable meaningful and fulfilling experiences with family, friends, or oneself—every day. “Every day… Life is good at Sansiri.”
Supporting the Sustainable Development Goals
SDGs 11
Goals and Performances
Management Approach
Sansiri prioritises customer care and the enhancement of life quality daily, recognising that individual needs and perspectives vary. As a result, Sansiri is committed to developing comprehensive products and services, which include not only the design and construction of residential properties but also an emphasis on after-sales service, the creation of livable communities, and a dedication and dedication to sustainability. This approach ensures that all individuals can reside confidently and happily in their homes.
As the Company enters its fifth decade, Sansiri is committed to providing living values that extend beyond simply offering large homes, focusing instead on enhancing daily life. True happiness resides not on special occasions, but in the quality of everyday experiences, encapsulated in the concept "Every day... Life is good." This principle guides the Company in the development of products and services rooted in four core tenets that underpin quality of life.
Design for Every Day
Sansiri's designs prioritise not only aesthetics but also practicality and everyday convenience. Each home and condominium project is meticulously planned and selected to address the diverse lifestyle needs of single-family homes, townhomes, and condominiums. This thoughtful approach enables all family members to live seamlessly and with confidence, fostering a sense of pride in their homes. Additionally, designs consider safety and flexibility to adapt to future needs.
Every Day No Worries
Sansiri offers residents peace of mind through comprehensive services and dedicated care, including security management, common area management, and home and condominium quality assurance. Additionally, the Company prioritises continuous monitoring and repairs to uphold the original quality and aesthetic of homes and condominiums, ensuring peace of mind daily and supporting residents in living life to the fullest.
Every Day Better Together
Sansiri believes that a home serves as the foundation for meaningful relationships; however, quality of life also encompasses a thriving community and a vibrant atmosphere. Consequently, Sansiri prioritises the creation of a warm and inviting environment through the design of communal spaces that encourage interactions and relationship-building among residents. Additionally, activities are organised to promote joy and happiness among all members, including children, adults, and pets, fostering a welcoming and harmonious community.
Building Better Everyday
Sansiri is dedicated to creating sustainable designs that promote well-being for all generations. This commitment is emphasised through designs that consider environmental changes and incorporate energy-efficient, cost-effective innovations that enhance comfort. Sansiri believes that optimal well-being contributes to the happiness of residents, positively impacting both their physical and mental health daily.
The Company is advancing the development of Net-Zero homes by 2050, thereby promoting sustainable living. It has collaborated with partners to create sustainable homes aligned with the Sansiri Sustainable Design concept, which minimises energy consumption and greenhouse gas emissions.
Key Performances
Listening to Feedback and Addressing Complaints
Sansiri values customer feedback, suggestions, and complaints, emphasising convenience and service delivery to address residents' needs. This commitment is facilitated by a call center that processes complaints, categorising them by product, service, and complaints from external parties, then distributing them to the appropriate departments for management, resolution, and compensation. The Company's comprehensive contact history is maintained through Salesforce. In 2025, Sansiri recorded confirmation of 40 customer complaints. Examples of related issues include:
Incident:
In July 2025, the Company received a complaint from a resident of the Anasiri Pinklao-Kanchanaburi project concerning an accident involving a child who experienced a slip and fall in the bathroom. The customer indicated that the tiles in that area were notably slippery, potentially presenting a safety hazard. This incident has been documented and entered into the Company's complaint handling process for thorough investigation and evaluation of appropriate solutions.
Support Measures:
Following the incident, the Company promptly assigned its engineering department to inspect the site and assess the residents' well-being. They also provided initial guidance to customers on enhancing safety measures, recommending the installation of non-slip mats in the bathrooms to mitigate the risk of further accidents. Subsequently, the engineering team collaborated with the home care team to conduct a comprehensive inspection of the tiles. The inspection confirmed that the tile materials adhered to the Company's specifications and standards, and the floor slope was within acceptable limits according to engineering guidelines.
Despite the inspection results meeting the required standards, the Company remained dedicated to customer-centric care. The engineering team, home care team, quality control (QC) team, and purchasing department convened a meeting to explore ways to assist customers, ultimately deciding to replace the tiles in the wet areas of both bathrooms at no cost. This initiative aimed to enhance safety and instill confidence among residents. As a result of this action, customers expressed satisfaction with the Company's attentiveness and problem resolution, reflecting the organisation's commitment to prioritising safety, quality of life, and ongoing responsibility to its stakeholders.
Activities to Support the Well-being of Sansiri Families
In response to the ongoing feedback and insights from the Sansiri family, Sansiri has initiated activities aimed at enhancing the well-being of its members. These initiatives serve to strengthen the relationship between the company, customers, and residents while aligning with the expectations and quality of life of the Sansiri family.
Sansiri Artist-Made
Leveraging the Company as the design leadership, Sansiri introduces the innovative "SANSIRI ARTIST-MADE" project, a first for the Company to collaborate with five distinguished and emerging Thai artists in the creation of limited-edition, hand-painted ownership transfer bags derived from six of Sansiri's premier projects. The transfer of home ownership is redefined as a tangible artistic experience, embodying a life design philosophy that transcends physical dwelling.
This initiative builds upon the Sansiri Design Collection's "The Livable Beauty," which posits that beauty should be both tangible and functional in daily life. The bags are available in Trunk and Tote Bag designs, serving as both practical items and valuable collectibles. The project showcases artwork from esteemed artists across a diverse array of styles:
Narasiri Bangna KM.10 X PARNARTS (Teacher Pan Somnuk Khlangnok) conveys inspiration through the character "Cocoon," featuring powerful lines and positive emotions on the classic trunk.
BuGaan X NANZO (Nan Waraporn Hemarat) features the concept "People of BuGaan," highlighting the homeowner's personality through exceptional graphic design. Narinsiri X PROUDFA (Momo Prawfa Santiasawaraporn), a new generation artist from Artizen, introduces Quiet Luxury art characterized by pastel tones and refined lines.
THE BASE Rise X MyMayo (Net Natthakrita Kotsombat) narrates the essence of Phuket, the sea, and the old city through an expressive freehand brush stroke.
The Muve Pradipat X Lanmita (Ming Lanmita Pansuwan) reflects the rhythm of urban life through color and creativity on a Tote Bag.
Pet of Sansiri : Sansiri Family PetCare Day
Sansiri is dedicated to its role as more than a real estate developer, emphasising attention to every aspect of life and cultivating a warm, vibrant, and welcoming community for both residents and their pets. The company is enhancing the quality of life under the concept of "Pets of Sansiri." The initial event, "Sansiri Family PetCare Day," took place in Thailand at Mabel Bangna KM.26, situated within the Sansiri Bangna – Lake 26 Community, a premium lakeside development spanning over 3 rai in a strategic location adjacent to the Bangna Expressway. The event received enthusiastic participation from the Sansiri family, with over 60% of the community's pets involved.
The event focused on comprehensive pet health care, encompassing three key areas:
- Health Check: Health screenings conducted by Thonglor Animal Hospital, alongside a "Pet Welcome Package" containing 23 items for Sansiri residents.
- Nutrition Fit Check: Customised nutritional guidance, featuring cooked lean meals and healthy soups.
- Mobile Grooming: In-home bathing, haircuts, and spa services, along with exclusive offers for Sansiri residents.
This initiative is part of the Sansiri Family Play & Paws: A Home Where We Grow Together campaign, which highlights the importance of caring for "every family member," including children and pets, intending to promote well-being and sustainable living experiences within Sansiri communities, reflecting the priniciple of "Every day… Life is good."
Sansiri Community
The Company aims to develop residential properties under the Sansiri brand into environments of well-being for all. These spaces are designed to serve as homes that fulfill lifestyle and relaxation needs, including opportunities for exercise in communal areas, leisurely walks, family fitness activities, cycling, and engaging in various pursuits with neighbours.
This year, Sansiri launched the "Khong-Dee-Tong-Pai-Tor (Good Things Must Continue): Banthat Thong In Sansiri Community" project to support small shops and renowned restaurants in the Banthat Thong area that have been impacted by economic changes and other factors. Sansiri's initiatives include NIA by Sansiri, XT Phayathai, and Community T77. This project aligns with the No One Left Behind initiative, as Sansiri believes that to thrive, we must do so collectively.
Customer Satisfaction Evaluation and Service Enhancement
Sansiri prioritises customer and resident satisfaction at every service point under the concept "Every day... Life is good,"
Aimed at creating a positive experience for customers daily. The team systematically collects and analyses customer feedback and suggestions at each service point to assess satisfaction. The results of this evaluation drive continuous improvement and development of service quality, ensuring customers receive a comprehensive, seamless, and highly satisfying experience each day.
Customer satisfaction is evaluated through five service points
Service Point One Month After Ownership Transfer
Upon transferring ownership, customers receive their house or condominium. Customer satisfaction is evaluated for one month following this transfer and is conducted on a monthly basis. The target is to assess 40% of customers who transfer ownership each month.
Service Point Six Months After Ownership Transfer
Customers are residing on the property at this stage. Satisfaction is assessed six months post-ownership transfer and is conducted monthly. The target is to evaluate 40% of customers who transfer ownership each month.
Plus Property Service Point
This involves the assessment of customer satisfaction for residents in projects managed by Plus Property. Evaluations occur annually prior to renewing the management contract, specifically six months before the contract expiration. The target for this assessment is 40% of residents.
Repair Service Point
Resident satisfaction with the repair service is assessed by evaluating work orders submitted by customers. The target for this assessment is 30% of customer repair orders each month.
Call Centre Service Point
Satisfaction levels of both customers and residents using the Call Centre service are evaluated through the automated IVR system. The target for this assessment is 70% of customers for calls requiring evaluation.
Overall evaluation results for 2025: 89.27%, with a target range of 80-85.99%
Based on customer satisfaction surveys conducted at various service points, the results of services provided six months after property transfer met the established targets. However, the Company continues to receive customer feedback regarding the need for further improvements in service quality. The key issues prioritised by customers include the punctuality of home care technicians, the timeframe for repairs, and ensuring that the quality of repairs aligns with service standards.
In response to this feedback, Sansiri has implemented specific measures to enhance service quality. These measures include the development of home care technicians' capabilities through training focused on repair standards and quality, punctuality, and effective communication skills for scheduling repairs. Additionally, there is an emphasis on the role of project supervisors to ensure attention to detail and the quality and timeliness of work. Regular post-repair quality checks will be conducted through random sampling by project representatives to uphold service standards. Furthermore, collaboration with partners aims to identify long-term solutions to prevent recurring issues, which include mandating pre-use quality checks of materials and conducting on-site testing of installations before selection in every project. These approaches underscore Sansiri's commitment to enhancing the customer experience and ensuring the sustainable improvement of service quality.
Relevant Stakeholders
Investors and Shareholders
Executives and Employees
Customer, Tenants and Residents
Suppliers and Business Partners
