MATERIALITY MATTERS (cont’d) CUSTOMER EXPERIENCE AND SATISFACTION MYEG understands the importance of engaging with our customers to gain a better understanding of their demands and needs. Achieving a high customer benchmark score is crucial to MYEG since customer satisfaction is an integral part of the Group’s operations. MYEG works on continuously enhancing our platforms and services to further improve customer satisfaction. MYEG’s customers can contact us through mediums such as live chats, phone calls and e-mail queries where customer inquiries, escalations, and complaints can be addressed in an urgent manner. Through this, the Group aims to build upon the robust customer experience we provide and achieve targets that have been set. Over-The-Counter Highlights Average Monthly Tickets Served IMMIGRATION COUNTER Average Serving Time Per Customer Fastest Serving Time Per Customer 999.5 tickets 8:30 minutes 4:30 minutes (January 2022) 912.1 tickets 11:12 minutes 9:19 minutes (August 2021) 1,516 tickets 2022 2021 2020 10:06 minutes 4:59 minutes (February 2020) Average Monthly Tickets Served ROAD TAX COUNTER Average Serving Time Per Customer Fastest Serving Time Per Customer 505.5 tickets 3.05 minutes 1:17 minutes (October 2022) 307.7 tickets 7:05 minutes 5:02 minutes (March 2021) 705 tickets 7:46 minutes 4:35 minutes (November 2020) Given the reopening of all economic sectors in Malaysia as the nation entered the endemic phase of the COVID-19 pandemic, for FY2022, the Group experienced an increased number of customers served compared to the previous year. Over-the-counter self-collection for both road tax and maid permits resumed whilst physical counters were also brought back after pandemic-related hiatus. in FY2022, the Group focused on reducing our serving time to cope with the increased number of transactions and processing time. MYEG will look to bolster its ability to attend to customers and be more attentive when dealing with them to achieve our target of improving customer satisfaction with serving time. MYEG always provides a non-compulsory feedback form at our counters to garner insights on our customer service provision. We endeavour to better measure, maintain and enhance our customer service best practices and targets in the future. Our target is to embark on Customer Satisfaction Score in the coming financial year. In the meantime, our focus has been more on resolving a customer’s issue urgently. 84
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