66 DATASONIC GROUP BERHAD 0DATASONIC GROUP BERHAD At the same time, we have made a firm commitment to eliminate hazardous substances from our products. To achieve this, we have introduced Group standards on banned substances based on the IEC 62474 standards. This ensures that our offerings are free from harmful substances, thus promoting a safer and healthier environment. Customers’ Satisfaction Building strong and trusting relationships with customers is a critical component of our sustainability efforts. Datasonic adopts a customer-centric approach that drives us to consistently improve our offerings and innovate to provide solutions that address their needs. To achieve this, we maintain open communication channels with our customers and actively seek feedback to better understand their requirements, and enhance our performance and deliverables. By prioritising customer satisfaction, we aim to strengthen Datasonic’s position in the market, and achieve sustainable growth. In FY2023, we once again achieved 100% SLA adherence, which is a testament to our commitment to fulfil customers’ expectations and demands. FY2021 FY2022 FY2023 Customer’s Service Level Agreements Adherence for Helpdesk (MyKad Projects) Total incidents received 1,228 1,238 1,593 Response time – no. of incidents within SLA 1,218 1,238 1,593 Resolution time – no. of incidents within SLA 1,217 1,225 1,593 Percentage of sites with OHSAS 18001 certification 100% 100% 100% Feedback from Management Overall rating on satisfaction level – management support services at headquarters 83.9% 86.5% 90.9% Apart from that, we also pay close attention to the quality of management support services at Datasonic’s headquarters. We gather input and feedback through surveys completed by our Executive Directors and Senior Leadership Management team. For the year under review, overall satisfaction improved to 90.9%, demonstrating our commitment to continuously enhance our service levels. SUSTAINABILITY REPORT SUSTAINABILITY 04
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