Datasonic Group Berhad Annual Report 2019

b) Customers’ Feedback on Datasonic’s Manufacturing Centre in Port Klang FY17 FY18 FY19 Customer satisfaction rating # 89% 94% 90% # Customer satisfaction rating is based on total customer feedback received as per the evaluation of price, quality, delivery and service. c) Customers’ Feedback on Datasonic’s Regional Card Personalisation Centre (Wisma RPS) FY17 FY18 FY19 Grade A (80%-100%) N/A * 73% 89% Grade B (60%-79%) N/A * 27% 11% Grade C (40%-59%) N/A * - - * Not applicable (“N/A”), as no surveys were conducted in FY17. d) Customer Feedback on Trainings and/or Workshops Conducted by Datasonic FY17 FY18 FY19 Trainings conducted for JPN: Training on Transfer of Technologies 88% 89% 96% Personalisation Centre Training 92% 88% - Distributed Printing Project Training 90% 88% - Trainings conducted for JIM: Workshops on Managing Passport Print Quality 89% 88% 91% Internal feedback The quality of management support services (or shared services) rendered at our headquarters (HQ) is also assessed through surveys that gather internal feedback from our directors/management within the Group on an annual basis. In FY19, the overall rating in respect of the service level, delivery and response (to request) rendered for management support services rendered at HQwas 81%. Conclusion In short, sustainability remains a key component of Datasonic’s culture as we explore better ways to sustain our business as well as financial performance in the competitive environment, promote healthy development and growth for sustenance of our employees, whilst contributing to the pride of our nation for the benefit of our society as awhole. Sustainability Statement (Cont’d) DATASONIC GROUP BERHAD (Company No. 809759-X) ANNUAL REPORT 2019 50