94 CSE Global Limited 2024 SUSTAINABILITY REPORT 8. FOCUSING ON OUR CUSTOMERS’ NEEDS 8.1 OUR APPROACH We prioritise customer satisfaction as a key driver of 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 Recognising that excellent customer service fosters retention and brand trust, we invest in training employees to uphold 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 feedback. We have in place multiple communication channels to gather customers’ feedback, including our website, regular customer surveys, and appointed 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, positive feedback from customers is cascaded to our employees, our superiors and our management team to reinforce service excellence. In FY2024, our customer satisfaction index stands at 91%, a 10p.p increase from FY2023. 8.3 SERVICE QUALITY AND SAFETY We continuously innovate to deliver safe, high-quality products, conducting rigorous due diligence to ensure compliance with industry standards and eliminate health hazards. In FY2024, we recorded zero product safety incidents, reflecting CSE Global’s commitment to a “Safety First” culture reinforced through employee training and robust quality control. Since 2001, our quality management framework has been certified by ISO 9001 certification, alongside adherence to ISO 45001 and BizSafe standards to ensuring product safety. Guided by our Quality Policy, we define clear quality objectives and implement a comprehensive quality management approach, identifying stakeholders, key product quality aspects, and their impacts. Our end-to-end quality management processes span planning, operation and performance evaluation and improvement. Senior management oversees and is in charge of quality improvement processes. By mapping the sequence and interaction of business processes, we seamlessly integrate quality management into our operations. 8.4 DATA SECURITY AND PRIVACY We uphold stringent data privacy standards to safeguard confidential information and prevent the loss of customer data. Our data protection systems are continually strengthened to ensure resilience against cybersecurity risks, supported by robust processes and controls for managing and communicating sensitive customer information, including contracts, orders, and service delivery details. Guided by our information security policies, we handle customer data according to its confidentiality level, strictly adhering to local laws and internal regulations on personal information protection. In FY2024, we recorded zero number of cases relating to loss of customer data, and zero number of substantiated complaints received concerning breaches of customer privacy. FY2023 FY2024 Customer satisfaction index (%) 81 91
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