96 The customer satisfaction survey mainly requested feedback on the key quantitative and qualitative criteria encompassing: Information accuracy Customer service skills Waiting time "QBSU GSPN UIF BCPWF DVTUPNFST XIP BSF SFDFJWJOH GVSUIFS DBTF FTDBMBUJPO XJMM IBWF UIF PQUJPO UP FWBMVBUF UIF TFSWJDF received accordingly. We have also further improved the waiting time and information accuracy factors by instituting the following measures: Implementation of agreed Service Level Agreement Average Serving Time (monthly) for the counter set at 15 minutes per customer Product training and re-training to all our customer service representatives Monthly KPI for calls attended set at 90 E-mail-first response time to be within 48 hours *O GVMàMMJOH UIF DVTUPNFST GFFECBDL GPS B NPSF EFUBJMFE BOE QFSTPOBMJTFE SFTQPOTF XF DPOUJOVF UP GPDVT PO $VTUPNFS Service skill training on areas such as: r & NBJM XSJUJOH BOE DPNNVOJDBUJPO TLJMMT r $VTUPNFS TFSWJDF USBJOJOH We are also equipping all our agents with the necessary skills to enable them to attend to customers’ feedback using the multiple channels available. MYEG is also actively engaged in reviewing survey questionnaires to enhance their comprehensiveness and ensure CFUUFS TFSWJDF GPS DVTUPNFST "EEJUJPOBMMZ FGGPSUT BSF VOEFSXBZ UP GVSUIFS EJHJUJTF GFFECBDL DIBOOFMT QBSUJDVMBSMZ UIF F NBJM TZTUFN BOE MJWF DIBU TZTUFN UP SFEVDF SFMJBODF PO NBOVBM GFFECBDL GPSNT 5IJT JOJUJBUJWF XJMM QSPWJEF DVTUPNFST XJUI NPSF PQUJPOT GPS TVCNJUUJOH GFFECBDL UIFSFCZ FODPVSBHJOH JODSFBTFE QBSUJDJQBUJPO BOE JOQVU UP UIF (SPVQ MYEG will continue to focus on improving our customer satisfaction performance. Our Chatbot service will also allow TJNQMF FORVJSJFT UP CF BUUFOEFE UP DPOUSJCVUJOH UP UIF PWFSBMM FYQBOTJPO PG PVS DVTUPNFS TFSWJDFT UFBN T BDDFTTJCJMJUZ to our customers and vice versa. Customers wishing to provide feedback to us can contact our e-mail at help@myeg.com.my or call 03-7801 8888. MATERIALITY MATTERS (cont’d)
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