SUSTAINABILITY STATEMENT MATERIALITY MATTERS (cont’d) Customer satisfaction data is collected through multiple channels. For walk-in customers, the Customer Relations Department gathers feedback manually using feedback forms, while for digital channels, customers automatically receive feedback notifications either at the end of a live chat interaction or upon closure of an e-mail ticket. The customer satisfaction survey is comprehensive, categorising feedback into various segments, such as distinctions between new and returning customers, customer satisfaction scores, prevalent complaints, and popular engagement channels. 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 department for a solution. Once a solution is available, the customer service representative would get back to the customers either by call or e-mail. 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 Total Cost Total Consumption RM1,664.40 593.1 m3 RM1,364.71 512.18 m3 RM703.23 2023 2024 2025 211.99 m3 Water Consumption (Upper Ground floor only) 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% November 10% 6% 84% 5% 8% 87% 12% 22% 66% December 7% 7% 86% 3% 7% 90% 14% 20% 66% Customer Satisfaction Score 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 Total Cost Total Consumption RM1,664.40 593.1 m3 RM1,364.71 512.18 m3 RM703.23 2023 2024 2025 211.99 m3 Water Consumption (Upper Ground floor only) 2023 2024 2025 Month BAD AVERAGE AWESOME BAD AVERAGE AWESOME BAD AVERAGE AWESOME January March April May June July August October December 106
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