90 MY E.G. SERVICES BERHAD Registration No. 200001003034 (505639-K) MATERIALITY MATTERS (cont’d) The customer satisfaction survey mainly requested feedback on the key quantitative and qualitative criteria encompassing: r Information accuracy r Customer service skills r Waiting time Apart from the above, customers receiving further case escalation have the option of evaluating the services received accordingly. The Group has also further improved on the waiting time and information accuracy factors by instituting the following measures: r Implementation of agreed Service Level Agreement r Monthly KPI for calls attended set at 90 r Email-first response time of within 48 hours r Average Serving Time (monthly) for counter set at 15 minutes per customer r Product training and re-training to all our customer service representatives In fulfilling the customers’ feedback for a more detailed and personalised response, in moving forward, MYEG will be focusing on Customer Service skill training focusing on areas such as: r Email writing and communication skills; r Language competency and improvement classes; r Grammar and sentence structure training; and r Customer service training. The Group is also equipping all agents with the necessary skills to enable them to attend to customers’ feedback using multiple channels available. MYEG is also actively engaged in reviewing survey questionnaires to enhance their comprehensiveness and ensure better service for customers. Additionally, efforts are underway to further digitise feedback channels, particularly the e-mail system and live chat system to reduce reliance on manual feedback forms. This initiative will provide customers with more options for submitting feedback, thereby encouraging increased participation and input to the Group. MYEG will continue to focus on improving customer satisfaction performance. The recently-introduced Chatbot service in FY2022 also allows simple inquiries to be attended, contributing to the overall expansion of the customer services team’s accessibility to customers and vice versa. Customers wishing to provide feedback can contact the designated e-mail at help@myeg.com.my or call 03-7801 8888. Th i f i i l d f db k h k i i d li i i i
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