My EG Services Berhad Annual Report 2019

MY E.G. SERVICES BERHAD [Registration No. 200001003034 (505639-K)] 50 MATERIALITY (CONT’D) Customer Satisfaction Customer satisfaction is vital to our aim of becoming a high value-added provider of globally competitive IT services. At MYEG, we are committed to ensuring the best customer experience at every touchpoint. Aside from enhancing user experience through tech innovation, customer service is also a key area of focus for us to effectively attract, retain and grow our customer base. We use a combination of predictive-centred leading and outcome-based lagging indicators to monitor and measure customer satisfaction. With an average of 23 online, phone and Live Chat helpdesk staff and 27 over-the-counter customer relations personnel employed as customer service front-liners in FP2019, we’re happy to report that our Live Chat recorded an average of 89% response rate. The Live Chat analysis has also shown continuous improvement with chat answered recorded as high as 97% as at December 2019. For immigration over-the-counter performance, we managed to lower the serving time per customer to an average of 9.5 minutes, which is a significant improvement compared with past record of 15 minutes per customer. We target to achieve the serving time for immigration over- the-counter services to less than 5 minutes by the end of year 2020. Call log analysis has shown improvements in call handle times from 51% to 85% over the course of the year through FP2019 with the same amount of manpower. Our interactions with customers are a crucial means by which we gain a better understanding of the needs and challenges of our customers and cultivate lasting relationships. To sustain the high level of customer satisfaction, our customer service personnel undergo etiquette, communication skills, product knowledge and problem-solving skills training to ensure they can provide timely, professional and accurate resolutions to any issues our customers may be experiencing. For FP2019, we conducted 7 customer service trainings, attended by most of the personnel. Notably, feedback solicited from the Government on our services acknowledges MYEG as a “fast and efficient service provider”. We have initiated a Customer Satisfaction Survey through our website in FP2019, which measures overall customer satisfaction scores, breakdown of new and returning customers, most popular engagement channel and common complaint issues to help us identify areas of improvement. A total of 795 responses were collected through this exercise. We plan for the next phase of our customer satisfaction assessment to evaluate our online services for both e-government and commercial offerings, including brand awareness and appeal assessment, to ensure we remain the preferred e-services partner. Customers can also channel their feedback to our general helpline at help@myeg.com.my or call 03-7801 8888.