Promoting Customer
Satisfaction and Value
We recognise that long-term value creation is intrinsically linked to cultivating strong and enduring relationships with our customers.
Adani Enterprises Limited places customer centricity at the core of its business philosophy, ensuring that every aspect of its operations reflects a deep commitment to understanding and meeting customer needs. We prioritise building and sustaining strong relationships by acknowledging the critical importance of customer satisfaction. Through a multifaceted approach encompassing regular engagement, structured feedback mechanisms, customer surveys, as well as adoption of innovative solutions, we strive to capture the evolving customer preferences and behaviours. This approach enables us to align our products and services with transforming customer expectations, drive continuous improvement, foster long-term trust and create enduring value.
Key Linkages
Material Topics
- M10 Customer Satisfaction
- M11 Innovation and Technology
- M18 Data Security and Customer Privacy
Strategic Priorities
- S3 Investing in Operational Excellence
- S6 Enhancing Stakeholder Value
Key Risks and Opportunities
- R8 Social Cohesion Erosion Risk
- Emerging Risk 1 Reputation Risk
- Emerging Risk 2 Cyber Security Risk
Capitals Impacted
Social & Relationship Capital
SDGs
Key Highlights
Our Approach to Customer Centricity
At AEL, we remain firmly committed to responsible and sustainable business practices. In line with the global best practices followed by leading sustainability-driven organisations, we embed customer centricity as a foundational element of our strategic agenda. We actively engage customers across our diverse business segments, maintaining continuous dialogue to understand their evolving expectations, and incorporating feedback to refine our products and services. This proactive, insight-driven approach enhances satisfaction, reinforces trust and contributes to sustained performance.
Tailored Strategies Driving Customer Delight
Acknowledging the interdependence between customer satisfaction and business resilience, our approach extends beyond transactional interactions to encompass environmental and social considerations. This ensures that our customer-centric practices align with our broader sustainability commitments and long-term stakeholder value creation focus. Reflecting the diverse nature of our businesses, our Airports vertical caters directly to individual customers (B2C) while most other segments primarily serve business clients (B2B). We accordingly tailor our engagement strategies to the unique segmental needs. Our customer engagement processes are supported by a skilled workforce and structured service frameworks that ensure consistency, reliability and seamless experiences at every touchpoint.
We continue to proactively foster collaborative partnerships grounded in transparency, mutual respect, and shared purpose, supported by well-defined customer-focussed processes and policies across our operations.
Continuous Customer Engagement
We have established a robust customer engagement framework, driven by digital transformation, transparency and proactive outreach across its businesses. Our businesses increasingly leverage digital tools and platforms to consolidate services, enhance accessibility, improve visibility of operational and service information, enable fast and convenient interactions, and deliver personalised messages and updates. The use of advanced analytics, unified customer databases and automated communication systems facilitates real-time, consistent and personalised engagement.
We concurrently focus on delivering seamless customer experiences through self-service digital interfaces, streamlined service request processes, multi-channel communication, including mobile apps, helplines, digital assistants and web portals, and real-time tracking of services where applicable. Together, these initiatives strengthen transparency, reduce manual interventions and contribute to efficient, responsive and sustainable service delivery models.
Maps & Wayfinding(IXE)
The 'airport indoor maps and navigation solution for passengers' is an innovative project aimed at enabling them to seamlessly move around the airport, understand where they need to go, and use the airport services and facilities with ease. It helps reduce the stress and anxiety associated with travel. By leveraging interactive way-finding technology that uses existing signals, we not only offer convenience and connectivity to airport passengers but also make their travelling experience frictionless and memorable.
This solution is especially useful for people with reduced mobility, as it enables them to define routes which have only elevators, ramps etc. This drives enhanced customer satisfaction, improved brand perception, and higher visibility for POIs like F&B outlets, lounges and shopping areas.
SBD Quick Drop Solution(BOM, AMD, LKO)
The Self Bag Drop (SBD) Quick Drop Solution is an innovative tool, designed to streamline the checked baggage drop process at airports, making it faster and more convenient for passengers. This initiative reduces check-in wait times, enhances operational efficiency, and improves the overall travel experience. By leveraging automation, we aim to deliver faster, smoother, and more convenient baggage handling for travellers. We have currently implemented this solution at Mumbai, Ahmedabad and Lucknow airports.
With Automated Processing, the machine auto-launches the passenger's airline's application for quick processing, while the Automated Verification & Drop system scans, verifies and accepts the bag for loading without the need for manual handling.
Collection
Baggage Tag
Bag Drop
Processing
Declaration
Verification & Drop
SignagesUpgradation
Improving airport signage directly enriches passenger experience by making navigation smoother, reducing stress, and creating a modern, welcoming environment.
Passenger Experience Benefits
- Clear, consistent signs help passengers quickly locate check-in counters, security, gates, and baggage claim.
- Colour-coded zones and universally-recognised pictograms reduce language barriers.
- Intuitive layouts and clear directions minimise anxiety at busy terminals.
- Emergency signage, with illuminated evacuation routes, improves safety confidence.
Strengthening Customer Satisfaction
Customer satisfaction at AEL is an outcome of embedded customer-centricity, continuous monitoring, and systematic service improvement. Across AEL businesses, we are continually strengthening customer satisfaction through:
- Technology-backed service delivery
- Seamless user interfaces
- Proactive grievance resolution
- Strong data-security and privacy measures
| FY 2022-23 |
FY 2023-24 |
FY 2024-25 |
FY 2025-26 |
Target for FY 2026-27 |
|
|---|---|---|---|---|---|
| % of satisfied customers |
98 | 98 | 99 | 99.4 | 100 |
As AEL businesses continue to expand their customer base across segments, enhancing customer satisfaction remains a strategic priority. Continuous feedback, adaptive innovation, and consistent service excellence are the key pivots of our customer satisfaction strategy.
Redressing Grievances
AEL is committed to strengthening its transparent, responsive, and digitally integrated grievance redressal mechanism.
Our grievance redressal mechanism framework is:
- Designed to effectively serve both B2B and B2C customers by enabling multi-channel complaint logging through mobile apps, helplines, WhatsApp, and web portals, supported by AI-enabled chatbots and automated service tools in select businesses.
- Reinforced by clearly-defined escalation matrices and service level timelines, ensuring timely and structured resolution of issues.
Additionally, data-driven analytics allow early identification of process level gaps, while continuous monitoring of customer concerns and response effectiveness ensures that the grievance system remains agile, efficient, and aligned with customer expectations.
During the year, the Airport business recorded 8,124 customer complaints, representing an increase primarily attributable to operational disruptions faced by one of the airlines. All of the complaints were resolved within the stipulated timelines.
Strictly Ensuring Customer Data Privacy and Security
We are committed to upholding strict standards of customer data protection, anchored in our Cyber Security Policy framework and aligned with recognised global benchmarks. Through robust cyber security protocols and multi-layered security architecture, we ensure secure storage of personal, financial, operational, and service-related customer information, strict access controls, and consent-based data usage practices. We have adopted ISO 27001:2013-aligned systems across our businesses, along with dedicated incident reporting and monitoring mechanisms for data-related concerns.
There were zero confirmed data breach incidents, losses, or leaks during the last two financial years, underscoring our commitment to strong information security and responsible handling of customer data.
Customer Health and Safety
We place strong emphasis on safeguarding customer health and safety across all stages of product use and service delivery. For our manufactured solutions, including wind turbines and solar generator modules, we provide comprehensive brochures and detailed user manuals that clearly communicate the intended application, safe handling practices, installation protocols, and operational guidelines. These materials are designed to enable customers to use our products responsibly, while minimising potential risks associated with improper usage.
In parallel, across our service-oriented businesses, we adopt a proactive approach to on-ground safety awareness. Prominently-displayed and strategically-positioned safety signages at our facilities guide customers, visitors, and stakeholders on essential safety precautions, hazard zones, and emergency protocols. This integrated approach combining clear product-level guidance with visible, site-level safety communication, ensures that customers remain well-informed, empowered, and protected, thereby fostering a safe and secure experience at all times.
Marketing and Labelling
We maintain the highest standards of accuracy, transparency, and regulatory compliance through well-structured marketing, communication, and labelling practices. In alignment with our focus on customer-centric innovation, responsible communication, and governance-led oversight of customer-facing information, we have adopted a structured framework to ensure that product and service information is clear, consistent, and truthful across all platforms.
We follow responsible marketing and labelling practices, underscoring our commitment to protecting customer interests, reinforcing brand integrity, and supporting long-term trust and value creation.