MATERIALITY MATTERS (cont’d) With increases to our manpower capacity and upgrades to our customer attrition call system to better improve our average calls answered rate, this target was attainable. The Group aims to measure the success rate of achieving this target via daily, weekly and monthly report reviews. In FY2022, MYEG resumed its live chat service, which was previously halted in March 2021. By doing so, customer queries across immigration, road tax and MySafeTravel sectors could be spread between phone calls and our live chat service, which helped mitigate the disproportionately high volume of calls. Resuming the live chat service was a target MYEG had been working on since the brief halt in FY2021. Live Chat Highlights Average Live Chat Response Rate Highest Live Chat Response Rate 90% 99% 82%* 89% 64% 2022 2021 2020 93% *Live Chat halted in March 2021 due to expired license. MYEG also received a monthly average of 8,956 emails during FY2022, as part of the Group’s robust customer service transaction channels. CUSTOMER SERVICE TRAINING In FY2022, the Group resumed physical training sessions and also incorporated digital training sessions when appropriate. MYEG provides these trainings to ensure new and existing customer service agents are equipped with the latest information on our products and services, and acquire the necessary skills to enhance the customer experience at MYEG. A total of 106 training sessions and 49 briefing sessions were held throughout FY2022. 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 to provide a comprehensive customer service. Moving forward, the Group will continue to provide these training sessions and further develop our staff’s capabilities. CUSTOMER SATISFACTION SURVEY MYEG keeps track of the experience of our customers when using the Group’s products and services through our customer satisfaction survey. By doing so, the Group can garner more accurate feedback and allows for a better understanding on areas where MYEG can improve upon and enables more focus to be placed in areas that are lacking. Our customer satisfaction survey goes into great detail by being separated into certain categories such as the breakdown of new and returning customers, customer satisfaction scores, most common complaints and most popular engagement channels. Customer feedback is extremely valuable to MYEG, which is why the Group encourages feedback through various communication channels such as our email, live chat, and manual feedback forms. In FY2022, MYEG conducted a customer feedback / satisfaction survey for every customer service channel under MYEG, and we will continue to do so moving forward. The data are collected from three platforms, namely: i. Feedback form (provided to customers who visit our customer service counter) ii. Zohodesk satisfaction form (email) iii. Live Chat feedback survey 86
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