Constructive feedback is systematically broken down, and findings are shared with respective sites to verify, plan, and implement corrective actions. Continuous monitoring helps track trends and measure the effectiveness of these actions, while the 80/20 rule is applied to efficiently manage multiple feedback points. Additionally, stakeholder engagement is integrated into CSS intervention plans to enhance collaboration. To benchmark customer satisfaction performance, UEM Edgenta establishes Minimum Service Level Agreements (SLAs), incorporating both internal benchmarks and external client criteria to ensure alignment with industry standards and client expectations. WHAT VALUE WAS CREATED IN 2024? We believe that customer satisfaction is the foundation of the trusted partnerships we build and nurture over time. Our commitment to understanding and meeting client needs has played a vital role in securing contract renewals, driving organic growth, and strengthening longterm relationships with both existing and new clients. To this end, we have embedded customer-centric practices into our daily operations. Customer Satisfaction Survey (CSS) intervention plans, coupled with regular stakeholder engagement sessions and active leadership involvement, have helped us stay closely connected with our clients. Apart from that, we actively monitor retention rates, repeat engagements, contract renewals, and new business wins as part of our approach to fostering customer loyalty. These insights are complemented by the close working relationships our site management teams cultivate with clients, in coordination with our headquarters. Through ongoing dialogue, we ensure concerns are addressed promptly and service enhancements are introduced to better align with client expectations. CUSTOMER SATISFACTION WHY IS IT IMPORTANT? Customer satisfaction is a key aspect of our success, serving as the foundation for building lasting partnerships and driving business growth. We recognise that fostering strong, long-term relationships with our clients extends beyond delivering services as it requires earning their trust through consistently meeting their expectations. By actively listening, responding swiftly to concerns, and adapting our solutions to match their evolving needs, we ensure our customers feel valued and supported. Neglecting to prioritise customer satisfaction can have significant negative repercussions for our organisation. If we fail to consistently meet client expectations, it can lead to a breakdown in trust, damaged relationships, and ultimately a loss of business. Unsatisfied customers are more likely to seek alternatives, which can result in a decline in revenue, market share, and reputation. Moreover, negative customer experiences can spread quickly through word-of-mouth and social media, impacting our brand image and deterring potential clients. Without a focus on customer satisfaction, our ability to foster lasting partnerships and drive sustainable business growth would be severely compromised, hindering both short-term success and long-term stability. WHAT IS OUR APPROACH? UEM Edgenta takes a holistic, client-focused approach to delivering exceptional customer satisfaction and operational excellence. By promoting proactive communication and continuous improvement, the company regularly conducts Customer Satisfaction Surveys (CSS) based on contractual requirements to gather and analyse customer feedback. These insights help in customising solutions, aligning services with client expectations, and identifying the root causes of dissatisfaction. Immediate corrective actions are then implemented to address concerns and prevent recurrence, ensuring a seamless and responsive customer experience. Our Business Units leverage customer feedback as a critical tool for continuous improvement through a structured and actionable approach: Each section develops targeted action plans to address areas with the lowest scores, ensuring focused improvements where needed most. Feedback is used to foster strong client relationships by ensuring clear, effective communication and building rapport with clients. High-performing regions or sections are identified, and their best practices are shared across teams to enhance overall service quality. Regular client engagement initiatives are conducted to maintain a continuous feedback loop and ensure alignment with client expectations. Action Plans Based on Feedback: Effective Communication and Relationship Building: Knowledge Sharing: Quarterly Client Engagement Programmes: 1 2 3 4 Social Value Creation UEM EDGENTA BERHAD 176 Integrated Annual Report 2024
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