95 SUSTAINABILITY STATEMENT These departments look into the common issues raised by the customers then escalate them to the respective product PXOFST TVDI BT UIF 1SPKFDU %FQBSUNFOU UP JNQMFNFOU NFBTVSFT GPS JNQSPWFNFOU PG UIF QSPDFEVSFT Customer satisfaction data is collected by the Customer Relations Department manually by giving feedback forms UP UIF XBML JO DVTUPNFST 'PS PUIFS DIBOOFMT UIF DVTUPNFS XJMM BVUPNBUJDBMMZ SFDFJWF B OPUJàDBUJPO FJUIFS BU UIF end of the conversation (live chat) or after the ticket has been closed (e-mails). The customer satisfaction survey is DPNQSFIFOTJWF DBUFHPSJTJOH GFFECBDL JOUP WBSJPVT TFHNFOUT TVDI BT EJTUJODUJPOT CFUXFFO OFX BOE SFUVSOJOH DVTUPNFST DVTUPNFS TBUJTGBDUJPO TDPSFT QSFWBMFOU DPNQMBJOUT BOE QPQVMBS FOHBHFNFOU DIBOOFMT The tasks and responsibilities for both departments are to ensure that the customers’ issues raised can be resolved. The customer service representative would obtain information regarding the situation and escalate it to the respective EFQBSUNFOU GPS B TPMVUJPO 0ODF B TPMVUJPO JT BWBJMBCMF UIF DVTUPNFS TFSWJDF SFQSFTFOUBUJWF XPVME HFU CBDL UP UIF customers either by call or e-mail. Overall Customer Satisfaction Scores 86% 2023 2024 87% Overall Customer Complaint Resolution Rate 100% 71% 2022 100% 100% Customer Satisfaction Score January February CUSTOMER HAPPINESS FEEDBACK RATING PERCENTAGE Month March April May June July August September October November December AWESOME 83% 88% 90% 84% 85% 85% 89% 89% 87% 90% AVERAGE 12% 9% 4% 10% 9% 8% 7% 8% 8% 7% BAD 84% 11% 92% 5% 5% 3% 6% 5% 6% 7% 4% 3% 5% 3% 5% 3% AWESOME 88% 92% 89% 93% 88% 87% 83% 84% 84% 86% AVERAGE 6% 7% 5% 4% 6% 7% 8% 7% 6% 7% BAD 82% 9% 76% 15% 6% 1% 6% 3% 6% 6% 9% 9% 10% 7% 9% 9% 2023 2024 MATERIALITY MATTERS (cont’d)
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