Center of Life
To address customers’ changing behavior in the digital era, such as living in high-rise buildings or condominiums, online shopping behavior, together with the challenge of innovation and technology.
Family Destination
Food Destination
Fashion Destination
Lifestyle Destination
Sport Destination
Tourist Destination
Center of Community
The company continuously improves and develops its services based on customer feedback gathered through its voice-of-customer process. Related or interconnected issues raised by retail partners and local communities are also integrated into this improvement process. This customer listening process is conducted in accordance with the company’s shopping center management manual.
Customer Feedback Channels
Key service-related issues that customers prioritize and the company has addressed include:
1
Transportation to the Shopping Mall and Parking Facilities
The company is committed to facilitating convenient access for customers traveling to the shopping mall and its associated premises. This begins with the strategic selection of locations that are easily accessible and well-connected to public transportation systems—within a walking distance of no more than 10 minutes where applicable. Additionally, the company has developed professional traffic management plans aimed at minimizing congestion at entry and exit points as well as surrounding areas. These plans are regularly coordinated with local traffic police and volunteer traffic officers. The company also supports environmentally friendly transportation through ongoing campaigns and services, such as bicycle parking stations, electric vehicle charging points, and shuttle services from nearby transit stations to the mall.
Parking and Traffic Management Services
| Services Tailored to Customers' Lifestyles | Services Provided Up to the Year 2023 |
|---|---|
| Reserved Parking via Mobile Application | CentralWorld |
| VIP Parking | 2,125 spaces across 36 projects |
| Parking for People with Special Needs | 919 spaces available across all projects |
| Ladies’ Parking | 319 spaces in 5 projects |
| Family Parking (with baby strollers) | 229 spaces in 30 projects |
| Carpool Parking (for vehicles with more than 4 passengers) | 24 spaces in 1 project |
| Electric Vehicle Charging Stations | 405 spaces in 33 branches |
| Supercar Parking | 325 spaces in 35 projects |
| Superbike Parking | 546 spaces in 23 projects |
| Big Bike Parking | 378 spaces in 14 projects |
| Bicycle Parking | Accommodates up to 5,870 bicycles in 25 projects |
| Smart Parking Guidance System | 26,614 indicators across 10 projects |
| Valet Parking Service | 0 locations in 0 projects |
| Transport Hub Service | Available in 4 projects |
| Shuttle Service to Designated Stops | Available in 8 projects |
| Electric Golf Cart Service (within the mall and parking areas) | 31 carts across 8 projects |
| Designated Delivery Vehicle Parking | CentralWorld |
| Taxi Shuttle Service for Seniors | Central Bangna |
| Cashless Parking Payment System | CentralWorld and Central Ladprao |
| ‘QR Smart Help+’ Service – A convenient tool for reporting issues in the parking area, such as difficulty locating a parked vehicle, blocked parking spaces, forgetting the exit route, reporting vehicle breakdowns, or requesting emergency assistance from staff. | A total of 35 projects |
2
Services and facilities designed to accommodate all customer groups during their visit to the shopping mall
| Facility Services | Services Implemented Up to 2023 |
|---|---|
| Families and Individuals Requiring Special Care | |
| Nursing Rooms | 101 locations across 34 projects |
| Diaper Changing Rooms/Stations | 206 rooms/stations in 34 projects |
| Dedicated Children's Restrooms | 194 rooms in 34 projects |
| Children’s Dining Seats | 27 areas in 22 projects |
| Baby Strollers | 315 units in 36 projects |
| Kiddy Cars (child-powered vehicles) | 655 units in 36 projects |
| Pet Strollers | 91 units in 6 projects |
| Children’s Playgrounds | 40 locations in 28 projects |
| Happy Train Rides | 26 trains in 25 projects |
| Wheelchairs and Mobility Carts for People with Special Needs | 458 units in 36 projects |
| Accessible Restrooms for Persons with Disabilities | 341 rooms across all projects |
| Tourists | |
| Tour Group Counters | Available in 7 projects |
| Tourist Information Centers | 7 locations in 6 projects |
| Luggage Storage and Delivery Services (both free and paid options) | Available in 15 projects |
| Other Visitor Groups, Including | |
| Green Spaces | Covering a total area of 242,954 sq.m. |
| Prayer Rooms | 23 locations in 19 projects |
| Rest Areas | 72 locations in 24 projects |
| Workstations with Power Outlets | 64 locations in 32 projects |
| Free Wi-Fi Access | Available in 10 projects |
| Customer Applications Kiosks | 4 locations in 4 projects |
| Mobile Charging Stations | 12 units in 6 projects |
| Power Bank Lending Service | 120 devices available across all projects |
| Concierge Service | Offered in 36 projects |
| Food Destination | 29 areas in 26 projects |
| Drive & Drop Recycling Points | Available in 15 projects |
| G Center (Integrated Service Centers) | Present in 20 projects |
| Ambassador Service Staff | 40 personnel across 8 projects |
Standards for Products and Services
on the principles of the ISO 9001 quality management system. These standards serve as operational guidelines for all malls, with a strong focus on enhancing customer satisfaction, reducing complaints, and minimizing recurring issues. The company also promotes a culture of heartfelt service, under the concept of “Service with the Heart” In 2023, the following results were achieved:
- Established standards for selecting personnel in security and cleaning services by organizing joint meetings with subcontractor management teams to communicate the company’s personnel policies and standards.
- Conducted monthly hands-on training sessions for subcontractor staff, focusing on practical theory and simulated scenarios. These also included on-site orientation to familiarize employees with store locations and ensure accurate pronunciation of store names.
- Monthly performance evaluations of security and cleaning staff by mystery shoppers, where staff from different branches assess subcontractor service quality using a standardized checklist to ensure consistency at key service touchpoints.
- Employee motivation initiatives held during the fourth week of every month, branch by branch. These included weekly recognition events and an annual excellence awards ceremony, where outstanding staff received honorary pins and gift vouchers presented by the branch’s General Manager.
- Collaborated with the Tourism Authority of Thailand and local organizations, working closely with local artists and communities to design handcrafted Christmas trees. These trees, part of the “Local Pride” initiative, blended Western and Eastern cultural charm and showcased the unique identity and pride of 11 provinces across Thailand.
- Central Chiang Rai: The handcrafted “Mok Panwa Christmas Tree,” standing 15 meters tall, was inspired by nine economically valuable winter-blooming flowers. These include the Doi Tung lady's slipper orchid, Princess Sangwan lady's slipper orchid, rhododendron, white orchid tree (Bauhinia), coffee flower, wild Himalayan cherry (Thai sakura), flame vine, vanilla flower, and oil-tea camellia. The tree was constructed using naturally dyed muslin fabric, entirely sewn by local hill tribe artisans from Doi Tung. It serves as a festive symbol crafted from local wisdom and reflects the rich cultural diversity of the Doi Tung hill communities.
- Central Chiang Mai: “The Lanna Land of Joy Christmas Tree” – the first and only of its kind in Chiang Mai, standing 15 meters tall. The tree is adorned with 500 handcrafted “Chiang Mai umbrellas,” a symbol of local artisanal wisdom. It is further embellished with “Ta Laew,” intricately woven bamboo ornaments that showcase the refined craftsmanship and unique identity of Lanna artistry.
- Central Chanthaburi: Inspired by the vibrant beauty of multicolored gemstones, the “Charm of Chanthaburi Christmas Tree” features precious gems—symbols of the province’s world-renowned identity—adorned at the top star of the tree. The design also incorporates the elegance of “Chanthaboon mats,” another distinctive expression of local craftsmanship and cultural heritage.
- Central Korat: Presenting Thailand’s first-ever “Dan Kwian Clay Christmas Tree,” standing 5 meters tall under the concept “Korat Dan Kwian – The Pride of Korat.” This unique creation was crafted by “Mit Nakorn Din,” a master artisan from the Dan Kwian community, who skillfully shaped the distinctive beauty and identity of Dan Kwian clay. The tree embodies the pride and spirit of the local community in Nakhon Ratchasima Province.
- Central Khon Kaen: Celebrating Isan identity on the global stage with the creation of the “Mudmee Silk Christmas Tree.” This masterpiece highlights "Mudmee silk," a traditional Thai textile recognized by the World Crafts Council, which honored Khon Kaen as the “World City of Mudmee.” The tree reflects deep-rooted local wisdom and features “Lam Mee,” a textile crafted from fine threads meticulously tied and dyed to create intricate red-and-gold patterns of stunning beauty.
- Central Phuket: The “Peranakan Christmas Tree” proudly showcases the heritage of Phuket to the world. Standing 15 meters tall, it draws inspiration from traditional Peranakan textile patterns. The tree is adorned with symbolic motifs: the phoenix, representing auspiciousness; the peony, symbolizing wealth and nobility; the swallow, reflecting vitality; and the butterfly, denoting love and connection. The tree’s pinnacle features the Hua Guan, a traditional bridal headpiece worn during Peranakan wedding ceremonies.
- Central Hatyai: Introducing the “Phetra Chalala Christmas Tree” for the first time, inspired by the patterns and vibrant colors of the Kolae boat—Southern Thailand’s traditional fishing vessel known for its distinctive artistry. This design beautifully reflects the unique cultural identity and lifestyle of the local communities, highlighting their multicultural richness and deep connection to the sea. The result is “Phetra Chalala,” a symbol of graceful beauty riding the ocean waves.
- Central Nakhon Si Thammarat: Witness the beauty of the “Montra Mahanakhon Christmas Tree,” a tribute to the iconic Nora Headdress (Therd Manora)—a revered cultural artifact worn by the lead performer in traditional Manora dance. This masterful creation features intricately beaded patterns in vivid colors, woven into triangular, square, floral, and traditional Thai motifs. The design captures the elegance, mystical charm, and lifestyle of the region, transforming it into a Christmas tree that reflects the unique identity and cultural pride of the people of Nakhon Si Thammarat.
- Central Samui: This Christmas tree is crafted entirely from natural materials native to the island. Coconut—including its husk, shell, and fibers—is used to decorate the tree, with coconut shells carved into intricate ornaments. Bamboo serves as the strong, durable structure of the tree, while coconut leaves, a readily available and flexible natural resource, are woven into various decorative shapes. The result is a sustainable and locally inspired holiday centerpiece.
- Central Mahachai: The “Salt Christmas Tree” – a tribute to the jewel of the Gulf of Thailand. Crafted from sea salt, this tree reflects the local identity of Samut Sakhon, one of Thailand’s largest salt-producing regions. It honors the wisdom and way of life passed down through generations, preserving the area’s rich salt-farming heritage.
- Central WestGate: Discover the beauty of the “Nont Niramit Wichit Nontree Christmas Tree,” a stunning creation that brings together the finest of Nonthaburi’s local treasures. The tree is exquisitely adorned with woven crafts, large ceramic plates, earthenware, pha khao ma (traditional Thai checkered cloth), linen tie-dye fabrics, and local fruits—each element symbolizing the pride and cultural richness of the Nonthaburi community.
