ANNUAL REPORT 2023 89 MATERIALITY MATTERS (cont’d) The tasks and responsibilities for both departments are to ensure that customers’ issues raised are adequately resolved. The customer service representative is tasked with obtaining the necessary information regarding a situation and escalate it to the respective departments for resolution. Once a solution is found, the customer service representative is expected to get back to a customer either by call or email. Overall Customer Satisfaction Scores 71% 2022 2023 86% Overall Customer Complaint Resolution Rate 100% 100% Customer Satisfaction Scores (%) FY2022 January 2022 February 2022 CUSTOMER HAPPINESS FEEDBACK RATING PERCENTAGE (%) NOT AVAILABLE Month March 2022 April 2022 May 2022 June 2022 July 2022 August 2022 September 2022 October 2022 November 2022 December 2022 AWESOME 50% 48% 39% 75% 83% 91% 85% 82% 83% AVERAGE 50% 52% 61% 25% 17% 9% 15% 18% 17% BAD 38 67 94 12 82 732 642 834 884 Total No of Feedback received NO RECORD DUE TO TRANSITION OF SYSTEM Customer Satisfaction Scores (%) FY2023 January 2023 February 2023 CUSTOMER HAPPINESS FEEDBACK RATING PERCENTAGE (%) Month March 2023 April 2023 May 2023 June 2023 July 2023 August 2023 September 2023 October 2023 November 2023 December 2023 AWESOME 88% 92% 89% 93% 88% 87% 83% 84% 84% 86% AVERAGE 6% 7% 5% 4% 6% 7% 8% 7% 6% 7% BAD 1220 1072 82% 9% 1697 76% 15% 6% 1% 6% 3% 6% 6% 9% 9% 10% 7% 9% 9% 1409 959 951 875 1588 1466 1914 1406 1068 Total No of Feedback received SUSTAINABILITY STATEMENT
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