strategies employed – risks and opportunities identification Matrix’s healthcare division received posiঞve recepঞon (i.e., Good or Excellent raঞngs) from 99.9% of customers out of the 53,151 who responded to the customer/paঞent feedback throughout FY2025. This progress is a marginal improvement on FY2024’s average saঞsfacঞon raঞng of 99.8%, as Matrix conঞnues to get one step closer towards achieving a 100% saঞsfacঞon raঞng. HEALTHCARE EXCELLENT (%) GOOD (%) POOR (%) Customer Service 99.28 0.66 0.05 Admission Discharge 75.60 24.35 0.05 Nursing 96.59 3.39 0.02 Radiology 90.33 9.67 0.00 Physiotherapy 95.22 4.78 0.00 Pharmacy 91.50 8.50 0.00 Specialist/Doctors 99.60 0.36 0.04 Food and Beverage 79.32 20.50 0.19 House Keeping 96.31 3.64 0.06 Faciliঞes 71.09 28.79 0.12 Average 89.48 10.46 0.05 Performance raঞngs in FY2025 were generally consistent with those in FY2024, with a slight improvement reflected in an increase in Excellent raঞngs and a reducঞon in Poor raঞngs, as illustrated below. RATINGS FY2024 (%) FY2025 (%) Excellent 87.5 89.4 Good 12.3 10.5 Poor 0.2 0.1 Total 100 100 Matrix maintains an excellent complaints resoluঞon rate of over 100% throughout FY2025. Most complaints are caused by minor defects, which was all addressed accordingly. FY2025 BUSINESS DIVISION COMPLAINTS RECEIVED COMPLAINTS RESOLVED RESOLUTION RATE (%) Matrix (HQ) 11,350 11,688 103* Club 19 19 100 Educaঞon - - - Healthcare 41 41 100 Total 11,410 11,748 103 *Calculaঞons include previous financial year’s unresolved complaints carried forward for remedial acঞon in FY2025. Matrix conঞnues to leverage its reputaঞon for quality build and excellent customer service in promoঞng its products to customers. While this is mostly evident in the markeঞng and branding efforts of its property division the Group’s other divisions have also conঞnued to leverage its track record for excellent customer service and saঞsfacঞon as a strategy to enঞce customers. 89 MATRIX CONCEPTS HOLDINGS BERHAD INTEGRATED ANNUAL REPORT 2025 05 VALUE CREATION STRATEGIC REVIEW
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