SUSTAINABILITY STATEMENT MATERIALITY MATTERS (cont’d) SUSTAINABILITY STATEMENT Zetrix AI received a monthly average of 10,723 e-mails during FY2025, as part of the Group’s robust customer service transaction channels. All e-mails received are responded to and resolved. However, Zetrix AI will continue to improve its response times in this area as well as the resolution time at the Service Level. In FY2024, Zetrix AI set targets to reduce email response times beyond SLA to 5% or less, and to limit emails resolved beyond SLA to 2% or less. In FY2025, the Group achieved these targets and has further strengthened performance management by refocusing on more operationally relevant metrics. Beginning June 2025, Zetrix AI has been tracking e-mail and ticket response time during business hours to ensure responses are provided within 30 minutes of receipt, as well as monitoring resolution timeframes for escalated cases in the Zoho ticketing system, with a target of resolving escalations within 7 days. It is important to note that for our online live chat service, any remaining enquiries that might not be attended to immediately by the live chat team will be converted into e-mail format and will be responded to via e-mail within 48 hours. This, in effect, means that all live chats are eventually answered, even at a later date, directly or indirectly. This SOP has been implemented since FY2023. CUSTOMER SERVICE TRAINING In FY2025, the Group continued to conduct physical training sessions while also delivering digital training where appropriate. Zetrix AI 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 Zetrix AI. Average Live Chat Response Rate Highest Live Chat Response Rate 99% 99% 95% 96% 95% 97% 11,694 2,835 10,723 Total Customer Service Training Sessions Total Customer Service Brie ng Sessions 89 19 80 89 71 58 Overall Customer Satisfaction Score 87% 89% Overall Customer Complaint Resolution Rate 100% 86% 100% 100% CUSTOMER HAPPINESS FEEDBACK RATING PERCENTAGE Monthly Average of E-mails Received 2023 2024 2025 Month BAD AVERAGE AWESOME BAD AVERAGE AWESOME BAD AVERAGE AWESOME January 9% 9% 82% 5% 11% 84% 8% 5% 87% February 6% 6% 88% 5% 12% 83% 8% 22% 70% March 1% 7% 92% 3% 9% 88% 12% 30% 58% April 6% 5% 89% 6% 4% 90% 5% 23% 71% May 3% 4% 93% 5% 10% 84% 12% 22% 66% June 6% 6% 88% 6% 9% 85% 9% 22% 69% July 9% 15% 76% 3% 5% 92% 10% 20% 69% August 6% 7% 87% 7% 8% 85% 11% 26% 63% September 9% 8% 83% 4% 7% 89% 14% 23% 63% October 9% 7% 84% 3% 8% 89% 11% 25% 64% The effectiveness and impact of training sessions held will be reviewed, as this helps ensure the sessions provided are useful and focused on providing our staff with the required abilities that they need to deliver comprehensive customer service. The lower number of training sessions recorded during the year reflects a greater focus on briefings for new products that required only minor changes to existing processes and procedures. In addition, as most employees are already trained on Zetrix AI products, training during the year was prioritised toward targeted refresher sessions where needed. Moving forward, the Group will continue to provide these training sessions and further develop our staff’s capabilities. CUSTOMER SATISFACTION SURVEY Zetrix AI continuously monitors customer experience through the use of customer satisfaction surveys to assess the effectiveness of its products and services. The feedback collected enables the Group to identify areas for improvement, better understand customer needs, and focus enhancement efforts on aspects of service delivery that require further attention. Customer feedback holds immense value for Zetrix AI, prompting the Group to actively encourage input through various communication channels, including our e-mail system, live chat service, and manual feedback forms. To ensure customer satisfaction is monitored, Zetrix AI has a Helpdesk Department that acts as the touchpoint for customers to reach out via our communication channels, such as X, Facebook, e-mails, live chats and phones. Apart from that, we have a Customer Relations Department that attends to customers who walk into our official counters, such as the customer service counter at HQ. These departments look into the common issues raised by the customers then escalate them to the respective product owners, such as the Project Department, to implement measures for improvement of the procedures. 105
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