5 ENHANCING VALUE THROUGH SUSTAINABILITY 171 OUTLOOK Looking forward, UEM Edgenta will continue to strengthen the way customer feedback is captured, analysed and translated into action across its operations. Over the short term, focus will be placed on closing the loop more effectively at site level, improving helpdesk and case management processes, strengthening corrective action tracking and addressing lower-scoring service areas linked to quality, cost control and delivery timelines. Continued client engagement and timely resolution of issues will remain central to reinforcing service reliability and maintaining consistent performance standards. Over the medium to long term, the Group will deepen the digitalisation of customer satisfaction management to enhance transparency, insight and responsiveness. This includes strengthening feedback monitoring systems, improving the tracking of service performance and corrective actions, and expanding the use of data analytics to support more proactive service management. Workforce capability development will complement these efforts, supporting higher service standards, stronger client retention and sustained contract renewals aligned with evolving client expectations. VALUE CREATED In 2025, customer satisfaction generated clear business value for UEM Edgenta, with an average Customer Satisfaction Survey (CSS) score of 90.14%, reflecting strong service performance and client confidence. Service quality initiatives supported commercial outcomes, including seven renewals across 22 facilities management sites ending in 2025, alongside cross-selling, upselling, referrals and strategic partnerships. Programmes such as the Service Ambassador Programme strengthened on-site accountability and responsiveness. Across operations, proactive engagement, structured feedback and disciplined delivery reinforced client retention and long-term contract continuity, especially for strategic clients such as PLUS. Furthermore, improved service consistency, faster issue resolution, stronger operational controls and digital enhancements (e.g., computer-aided facility management upgrades) supported repeat business and portfolio stability, reduced complaints and incidents, and strengthened competitiveness, shifting some tender outcomes from price-based competition to qualification-led selection.
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