Recognising that customer experience is also a differentiator in a competitive market, we have introduced structured initiatives like the Service Ambassador Programme (SAP), developed in partnership with Edgenta Academy. SAP empowers our frontline teams to take ownership of client experience, ensuring consistency in service quality across all sites while driving improvements in CSS ratings. Satisfied clients have also opened doors to new growth opportunities. By consistently delivering exceptional results and fostering strong working relationships, we have successfully expanded our service offerings through cross-selling and upselling, while also gaining new business through client referrals. Notably, our continued growth in the Middle East has been driven by the confidence our clients place in us, built on our global credentials and unwavering commitment to service excellence. In 2024, this trust was reaffirmed when our largest government-owned client renewed our contract, a testament to the value we create together. WHAT IS OUR OUTLOOK? UEM Edgenta is committed to managing and enhancing customer satisfaction through a structured approach. In the short term, we will continue to gather client feedback, address concerns on a case-by-case basis, and implement corrective actions while closely monitoring outcomes. Over the medium term, we expect the Service Ambassador Programme to drive measurable improvements by 2025, supported by post-training assessments to evaluate its impact and refine interventions where necessary. In the long term, our focus will be on leveraging data-driven insights and advanced technologies, such as Machine Learning and AI, to elevate service standards, enhance client value, and strengthen long-term business retention. To further elevate customer satisfaction, UEM Edgenta plans to strengthen the Service Ambassador Programme, implement FM competency intervention plans, introduce dashboard reporting for real-time client insights, and integrate ESG initiatives to deliver greater value across its operations. We will also be leveraging advanced technologies and automation solutions to provide personalised service enhancements, streamline communication and proactively address customer needs. The implementation of real-time feedback systems and performance analytics will allow us to swiftly identify areas for improvement, ensuring we consistently exceed customer expectations and foster long-term relationships. As such, we are upskilling our teams through targeted training programmes. Remaining informed about market trends, customer preferences, and emerging technologies is a priority. To achieve this, we will invest in staff training to ensure employees understand customer expectations and are empowered to make customer-centric decisions. Additionally, we will focus on continuous innovation by developing new products and services, leveraging cuttingedge technologies, and forming strategic partnerships. By streamlining processes, enhancing customer support, and personalising interactions, UEM Edgenta aims to deliver exceptional customer experiences at every touchpoint. Our presence in the Middle East market since 2022 was built and predicated around agendas and global credentials. We place high importance in our relationship with our clients and our clients gain confidence based on our deliverables. We have put tremendous efforts in maintaining our performance including investing in the enhancement of CAFM systems and increasing our workforce to support our clients. As a result, in 2024, our biggest governmentowned client has renewed our contract, and hence reinforced the fact that customer satisfaction has further strengthen the trust ecosystem. Our approach in upholding a good customer satisfaction has been translated into both an overall good Customer Satisfaction Survey (“CSS”) in the year 2024 across our operating companies and have enabled us to retain our current customers. 2023 Customer Satisfaction Score: 91% (89%) 177 ENHANCING VALUE THROUGH SUSTAINABILITY
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