2023 SUSTAINABILITY REPORT 94 CSE GLOBAL LIMITED 8. FOCUSING ON OUR CUSTOMERS’ NEEDS 8.1 OUR APPROACH We always place customer satisfaction at the forefront to ensure sustainable business growth and remain committed to delivering unparalleled customer experience through our customer service as well as high quality products. In our ongoing pursuit of excellence in focusing on our customers’ needs, we are assessing targets related to meeting customers’ expectations and safeguarding our customers’ data privacy and security in this reporting period. 8.2 CUSTOMER FEEDBACK AND SATISFACTION We recognise that good customer service ensures customer retention and increase brand trust. Hence, we place utmost importance on training our employees in customer service excellence. We also constantly seek to understand our customers’ concerns and satisfaction levels to ensure our products meet our needs through open communications and listening to customer feedbacks. We have in place multiple communication channel to gather customers’ feedback, including our website, regular customer survey, and customer service personnel. This enables us to gain a better understanding of our customers’ experience and pinpoint areas which we should focus on. Apart from concerns, we also track compliments provided by customers and cascade the positive feedback received to our employees, our superiors and our management team. In FY2023, our customer satisfaction index stands at 80.6%, a 1.4p.p decrease from FY2022. FY2021 FY2022 FY2023 Customer satisfaction index (%) 74.7 82.0 80.6 8.3 SERVICE QUALITY AND SAFETY We continuously innovate to create safer and high-quality products for our customers, and exercise due diligence to ensure all products meet quality standards as well as not pose any health hazards. We remain committed to ensuring we follow applicable industry standards for our products and services, achieving zero incidents relating to product safety and fostering a ‘Safety First’ culture through our employee training and quality control. Since 2001, we have been certified under the ISO 9001 standard for quality management systems, which enables us to increase control of our internal processes and quality of our services. We also comply with other regulations and international standards such as ISO 45001 and BizSafe to ensure product safety. To achieve the highest standards of quality control, we are guided by our Quality Policy which lays out specific quality objectives and our product quality management approach and processes. Our quality management approach includes identifying stakeholders, key aspects of the product quality and the impacts on our stakeholders. As for our quality management processes, it comprises of an end-to-end quality review across areas relating to planning, operation and performance evaluation and improvement. Top management has oversight and is in-charge of quality improvement processes. We also mapped out the sequence and interaction of business processes to ensure a seamless collective management of inter-dependencies of the quality management processes among those in charge. 8.4 DATA SECURITY AND PRIVACY We uphold stringent levels of data privacy to safeguard our confidential information and prevent the loss of customers’ data. We continue to strengthen our data protection systems to ensure resiliency against any form of cybersecurity risks. To that end, we have processes and controls in place for handling and communicating sensitive and confidential information of our customers such as contracts, customer orders and service delivery orders. We are also guided by our information security policies, which ensures our customers’ data are managed in accordance with the level of confidentiality, and strictly adhere to all local laws and internal regulations applicable relating to personal information protection. In FY2023, we recorded zero number of cases relating to loss of customer data, and zero number of substantiated complaints received concerning breaches of customer privacy.
RkJQdWJsaXNoZXIy NTM2MDQ5