UEM EDGENTA BERHAD Integrated Annual Report 2025 170 CUSTOMER SATISFACTION WHY IT MATTERS Customer satisfaction is a key driver of UEM Edgenta’s service excellence, commercial sustainability and long-term value creation. It shapes client relationships, contract continuity and the Group’s ability to compete in highly regulated markets. By listening to and meeting customer needs, the Group reinforces confidence in its capabilities and strengthens long-term partnerships, sustaining its relevance in an evolving environment. Conversely, failure to prioritise customer satisfaction may strain relationships, resulting in contract losses, revenue decline, loss of market position and reduced growth prospects. Negative customer experiences may also be amplified through word of mouth, influencing perceptions among prospective clients and business partners. OUR APPROACH A Group-Wide Performance Discipline Customer satisfaction is managed across UEM Edgenta as a structured performance discipline embedded within the Group’s operating model. Rather than functioning as a standalone feedback exercise, it forms part of operational governance, performance management and service delivery oversight. A consistent framework is applied across businesses to ensure that customer experience is measured, reviewed and acted upon in a structured manner. Structured Feedback and Accountability The Group utilises formal customer satisfaction surveys, structured operational engagements and defined review mechanisms to capture feedback across contracts and asset portfolios. Results are consolidated and assessed against agreed performance thresholds, with corrective and preventive actions embedded into internal performance systems. Accountability for improvement sits with operational leadership, ensuring that customer insights translate into measurable service enhancements rather than one-off remediation. Client Engagement and Service Alignment Customer satisfaction is further reinforced through continuous operational dialogue and structured engagement with clients. These interactions support service co-design, clarify evolving expectations and enable early identification of potential service gaps. Performance standards are defined using a combination of client-aligned benchmarks and internal operational excellence indicators, ensuring alignment between contractual commitments and delivery outcomes. Analytics-Driven Continuous Improvement Customer data — both quantitative scores and qualitative feedback — is analysed systematically to identify trends, escalate recurring issues and replicate good practices across sites and markets. By integrating analytics into operational decision-making, the Group strengthens service consistency, enhances responsiveness and supports long-term client relationships across its regional footprint. SOCIAL VALUE CREATION
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