MATERIALITY MATTERS (cont’d) SUSTAINABILITY STATEMENT Customer Satisfaction Scores (%) 2022 January 2022 February 2022 CUSTOMER HAPPINESS FEEDBACK RATING PERCENTAGE (%) NOT AVAILABLE Month March 2022 April 2022 May 2022 June 2022 July 2022 August 2022 September 2022 October 2022 November 2022 December 2022 AWESOME 50% 48% 39% 75% 83% 91% 85% 82% 83% AVERAGE 50% 52% 61% 25% 17% 9% 15% 18% 17% BAD 38 67 94 12 82 732 642 834 884 Total No of Feedback received NO RECORD DUE TO TRANSITION OF SYSTEM The customer satisfaction survey mainly requested feedback on the key quantitative and qualitative criteria encompassing: r Information accuracy r Customer service skills r Waiting time Apart from the above, customers who are receiving further case escalation will have the option to evaluate the service received accordingly. We have received a higher number of feedback and responses since the introduction of live chat. We have also further improved on the waiting time and accuracy of information by instituting the following measures: r Implementation of agreed Service Level Agreement r Monthly KPI for calls attended set at 90 r Email-first response time to be within 48 hours r Average Serving Time (monthly) for counter set at 15 minutes per customer r Product training and re-training for all our customer service representatives In fulfilling the customers’ feedback for a more detailed and personalised response, going forward in 2023, we will be focusing on Customer Service skill training, focusing on areas such as: r Email writing and communication skills r Language competency and improvement classes r Grammar and sentence structure training r Customer service training 87
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