SUSTAINABILITY STATEMENT MATERIALITY MATTERS (cont’d) SUSTAINABILITY STATEMENT The customer satisfaction survey mainly requested feedback on the key quantitative and qualitative criteria encompassing: Information accuracy Customer service skills Waiting time Formed strategic collaborations with market leaders, including a teaming arrangement with HeiTech Padu on NIISe-related projects, to strengthen Zetrix AI’s delivery capabilities and sustain its relevance as a service provider to the Government. 9 Apart from the above, customers who are receiving further case escalation will have the option to evaluate the service 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 customer service representatives Monthly KPI for calls attended set at 90 E-mail- rst response time to be within 48 hours Strategy Formulate effective strategies and deploying necessary resources towards reducing energy consumption and emissions across Scopes One, Two, and Three; which may include a progressive adoption of renewable energy (“RE”); This Includes leveraging blockchain + AI technologies to develop products and solutions that would facilitate the reduction of carbon footprints across business sectors and in society. Governance Establishing the necessary leadership oversight for climate change, including Board and Senior Management’s roles in addressing climate change impacts on the business model. Risk Management For the Group to disclose how it identi es, assesses, and manages climate-related risks including, physical, transitional, legal and reputational risks and how climate risks are integrated into the overall risk management framework. Metrics and Targets Setting supportive business/operational KPIs and targets to measure related performance towards the realisation of Zetrix AI’s Zero Carbon by 2050 goal. In fulfilling the customers’ feedback for a more detailed and personalised response, we continue to focus on customer service skill training on areas such as: • E-mail writing and communication skills • Customer service training We are also equipping all our agents with the necessary skills to enable them to attend to customers’ feedback using the multiple channels available. Zetrix AI collects customer feedback through multiple available channels and actively reviews its survey questionnaires to improve their relevance and comprehensiveness. In addition, the Group continues to enhance the digitalisation of feedback channels, particularly the e-mail and live chat systems, to reduce reliance on manual feedback forms. These efforts are intended to provide customers with more convenient options for submitting feedback and to encourage greater participation and engagement. Zetrix AI will continue to focus on improving customer satisfaction performance. Our Chatbot service will also allow simple enquiries to be attended to, contributing to the overall expansion of our customer services team’s accessibility 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. 107
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