SUSTAINABILITY STATEMENT MATERIALITY MATTERS (cont’d) CUSTOMER EXPERIENCE AND SATISFACTION Zetrix AI remains committed to enhancing customer satisfaction by improving the accessibility, efficiency and user experience of its digital platforms and services. Through the deployment of advanced systems, including blockchain- and AI-enabled solutions, the Group continues to simplify service delivery, reduce processing time and lower transaction costs for users. By digitalising previously manual processes and reducing reliance on human intervention, these solutions also improve transparency and optimise resource use. This customer-centric approach is also reflected in external recognition, with COMPARE by MYEG receiving the Silver Award in the e-Commerce category at the Putra Aria Brand Awards 2025. The adoption of MyDigital ID as a single sign-on for multiple services further enhances convenience by reducing the need for users to maintain separate logins and accounts. In addition, the Group’s digital identity solutions strengthen user trust by enabling greater control over personal data shared with service providers, including the ability to disclose only relevant information while protecting more sensitive data. Zetrix AI recognises the importance of actively engaging with customers to understand their needs and expectations. Customer satisfaction remains a key priority, as it supports long-term relationships, strengthens customer retention and reinforces the Group’s competitive position. To support this, the Group has established standard operating procedures for handling complaints received through face-to-face, verbal and written channels. Complaints are assessed based on their nature and urgency to ensure appropriate and timely action is taken. Over-the-Counter Highlights Average Monthly Tickets Served IMMIGRATION COUNTER Average Serving Time Per Customer Fastest Average Serving Time Per Customer 318.7 tickets 8:56 minutes 6:04 minutes (December 2023) 213 tickets 7:04 minutes 2:25 minutes (November 2024) 35.8 tickets 14:15 minutes 5:00 minutes (February 2025) Average Monthly Tickets Served ROAD TAX COUNTER Average Serving Time Per Customer Fastest Average Serving Time Per Customer 254.9 tickets 2:39 minutes 1:46 minutes (January 2023) 304.8 tickets 2:23 minutes 1:35 minutes (March 2024) 312.3 tickets 1:41 minutes 1:07 minutes (May 2025) 2023 2024 2025 CUSTOMER SERVICE COUNTER HELP DESK Immigration Road Tax 15 2 15 2 2 2 Non-Call (Live Chat, E-mail & Social Media) Call Back-end Support Team 9 16 9 4 12 4 6 24 4 2023 2024 2025 The number of customers served for Immigration Counter services declines in FY2025, reflecting the transition from a previous service contract related to the renewal of foreign workers to a new approach under the scope of the roll-out of National Integrated Immigration System (“NIISe”). In focusing on reducing its serving times to cope with the large number of transactions and processing times, Zetrix AI will continue to bolster its ability to attend to customers and be more attentive when dealing with customers to achieve our target of improving customer satisfaction when it comes to serving time. 102
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