Datasonic Group Berhad Annual Report 2020

Ensuring Satisfaction We engage with customers to identify opportunities for growth and areas where additional business investment is warranted. Suggestions and/or feedback from our customers are used to influence customer experience and product improvement projects. a) Customer’s Service Level Agreement (“SLA”) Adherence for Helpdesk (MyKad Projects) FY17 FY18 FY19 FY20 Total incidents received 554 685 901 1,476 Response time No. of incidents within SLA 554 685 901 1,332 % of adherence 100% 100% 100% 90% N6 Resolution time N7 No. of incidents within SLA 538 683 899 1,124 % of adherence 97% 99.7% 99.8% 76% N6 N6 % of SLA adherence have dropped due mainly to changes in customer’s requirements, namely much tighter SLA and changed process flows (e.g. customer’s SOP for obtaining approvals prior to commencement of repairs/maintenance works and/or budget constraints for replacement of parts, which have resulted in delays). N7 Resolution time is dependent on the time taken by the technical support team to resolve the incident which is beyond the control of the Helpdesk team. b) Customers’ Feedback on Datasonic’s Manufacturing Centre in Port Klang FY17 FY18 FY19 FY20 Customer satisfaction rating N8 89% 94% 90% 88% N8 Customer satisfaction rating is based on total customer feedback received as per the evaluation of price, quality, delivery and service. c) Customers’ Feedback on Datasonic’s Regional Card Personalisation Centre (Wisma RPS) FY17 FY18 FY19 FY20 Grade A (80%-100%) N/A * 73% 89% 91% Grade B (60%-79%) N/A * 27% 11% 9% Grade C (40%-59%) N/A * - - - * Not applicable (“N/A”), as no surveys were conducted in FY17. d) Customer Feedback on Trainings and/or Workshops Conducted by Datasonic FY17 FY18 FY19 FY20 Trainings conducted for JPN: Training on Transfer of Technologies 88% 89% 96% - Personalisation Centre Training 92% 88% - - Distributed Printing Project Training 90% 88% 91% N9 Trainings conducted for JIM: Workshops on Managing Passport Print Quality 89% 88% 91% 90% N9 Training initially planned to be conducted in March 2020 was postponed due to the Movement Control Order (“MCO”) which commenced on 18 March 2020. Sustainability Statement (Cont’d) DATASONIC GROUP BERHAD I ANNUAL REPORT 2020 (Registration No. 200801008472 (809759-X)) 51