33 ANNUAL REPORT 2023 MST GOLF GROUP BERHAD Customers • ilovegolf members • Retail customers • Wholesale customers • Event customers • Academy students • Corporate merchandise customers STAKEHOLDER GROUP • Materiality surveys • Customer satisfaction reviews • Improvement feedback reviews • Events and activities • Loyalty programmes • Retail stores • Digital touchpoints and in-app communication (Dissemination of information and disclosure of materials on MST Golf App, e-commerce website, corporate website and social media platforms) • Dedicated consumer hotline and customer service platforms • Sales representatives • Marketing and sales promotions • Brand communication through advertising • Campaigns and events • Good customer service levels • Meeting customers’ satisfaction • Customer service platforms • Data privacy and security • Loyalty rewards • Loyalty programme activities • Sales events and activities • Product quality and safety • Product offerings • Service offerings • Customer health, safety and wellbeing • Fair and reasonable product pricing • Social and community engagement • Environmentally friendly packaging • Process efficiency ENGAGEMENT METHODS AREAS OF INTEREST • Conducting materiality assessments • Improving customer service • Providing better customer experience in both digital and physical platforms • Improving understanding and participation in company’s ESG journey and initiatives • Establishing clear customer service and communication platforms • Providing timely updates on activities and product and service offerings • Enhancing customer safety • Strengthening data security and governance • Launching innovative products, service and experiences • Fulfilling consumers’ demand for safe and quality products • Improving access to products through extensive distribution network coverage • Improving shareholders' trust and perception of the MST Golf brand RESPONSE
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