94 Live Chat Highlights Average Live Chat Response Rate Highest Live Chat Response Rate 90% 99% 99% 99% 95% 2022 2023 2024 96% 2,835 2023 8,956 2022 2024 11,694 Monthly Average of E-mails Received .:&( SFDFJWFE B NPOUIMZ BWFSBHF PG F NBJMT EVSJOH ': BT QBSU PG UIF (SPVQ T SPCVTU DVTUPNFS TFSWJDF USBOTBDUJPO DIBOOFMT "MM F NBJMT SFDFJWFE BSF SFTQPOEFE UP BOE SFTPMWFE )PXFWFS .:&( XJMM DPOUJOVF UP JNQSPWF JUT SFTQPOTF UJNFT JO UIJT BSFB BT XFMM BT UIF SFTPMVUJPO UJNF BU UIF 4FSWJDF -FWFM 'PS SFTQPOTF UJNFT .:&( JT MPPLJOH UP SFEVDF JUT F NBJM SFTQPOTF UJNF CFZPOE 4-" UP PS MFTT XIJMF GPS UIF SFTPMVUJPO UJNFGSBNF JU JT MPPLJOH JOUP achieving 2% or less for e-mails resolved beyond SLA. *U JT JNQPSUBOU UP OPUF UIBU GPS PVS POMJOF MJWF DIBU TFSWJDF BOZ SFNBJOJOH FORVJSJFT UIBU NJHIU OPU CF BUUFOEFE UP immediately by the live chat team will be converted into e-mail format and will be responded to via e-mail within 48 IPVST 5IJT JO FGGFDU NFBOT UIBU BMM MJWF DIBUT BSF FWFOUVBMMZ BOTXFSFE FWFO BU B MBUFS EBUF EJSFDUMZ PS JOEJSFDUMZ 5IJT SOP has been implemented since FY2023. CUSTOMER SERVICE TRAINING FY2024 saw the Group continue its physical training sessions whilst also conducting digital training sessions when convenient. MYEG provides these sessions to ensure new and existing customer service agents are provided with the latest information on products and services and acquire necessary skills which will help enhance the customer’s experience at MYEG. Total Customer Service Training Sessions Total Customer Service Briefing Sessions 89 2023 2024 89 71 106 2022 49 80 5IF FGGFDUJWFOFTT BOE JNQBDU PG USBJOJOH TFTTJPOT IFME XJMM CF SFWJFXFE BT UIJT IFMQT FOTVSF UIF TFTTJPOT QSPWJEFE BSF useful and focused on providing our staff with the required abilities that they need to deliver comprehensive customer TFSWJDF .PWJOH GPSXBSE UIF (SPVQ XJMM DPOUJOVF UP QSPWJEF UIFTF USBJOJOH TFTTJPOT BOE GVSUIFS EFWFMPQ PVS TUBGG T capabilities. CUSTOMER SATISFACTION SURVEY MYEG always closely monitors its customers’ experiences in using the Group’s products and services via our DVTUPNFS TBUJTGBDUJPO TVSWFZ 5IJT BQQSPBDI FOBCMFT UIF (SPVQ UP HBUIFS QSFDJTF GFFECBDL GPTUFSJOH B CFUUFS understanding of areas where improvements are needed and directing more focused attention to those areas lacking. $VTUPNFS GFFECBDL IPMET JNNFOTF WBMVF GPS .:&( QSPNQUJOH UIF (SPVQ UP BDUJWFMZ FODPVSBHF JOQVU UISPVHI WBSJPVT DPNNVOJDBUJPO DIBOOFMT JODMVEJOH PVS F NBJM TZTUFN MJWF DIBU TFSWJDF BOE NBOVBM GFFECBDL GPSNT 5P FOTVSF DVTUPNFS TBUJTGBDUJPO JT NPOJUPSFE .:&( IBT B )FMQEFTL %FQBSUNFOU UIBU BDUT BT UIF UPVDIQPJOU GPS DVTUPNFST UP SFBDI PVU WJB PVS DPNNVOJDBUJPO DIBOOFMT TVDI BT 9 'BDFCPPL F NBJMT MJWF DIBUT BOE QIPOFT "QBSU GSPN UIBU XF IBWF B $VTUPNFS 3FMBUJPOT %FQBSUNFOU UIBU BUUFOET UP DVTUPNFST XIP XBML JOUP PVS PGàDJBM DPVOUFST such as the customer service counter at HQ. MATERIALITY MATTERS (cont’d)
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