SUSTAINABILITY STATEMENT CONT’D 23 ANNUAL REPORT 2023 MAPPING OUR MATERIAL MATTERS (Cont’d) UN SDGs Material Sustainability Matters Key Stakeholder Groups Key Highlights and Management Approach Customer Growth Customer Experience t $VTUPNFST 1. Upgraded the Merchant Portal services with dashboard enhancements to improve user experience. 2. Maintained the Net Promoter Score to gauge customer satisfaction. 3. Engagement of new customers through monthly Welcome Calls and provision of a Terminal User Guide. Technology and Innovation t $VTUPNFST 1. Launch of Digital Lending to enable small and medium enterprise customers to transition from traditional cash transactions. Product and Service Quality t $VTUPNFST 1. Regular review of merchant experience to inform GHL service quality monitoring. 2. Monthly Service-Level Agreements (“SLA”) Reports for banks to help communicate GHL’s progress against resolution of terminal fault calls. Customer Empowerment Event t $VTUPNFST t .FEJB 1. Key study case for the Chartered Financial Analyst (“CFA”) Research Institute to present an overview of Group’s operations, contribution and achievements in the cashless ecosystem. 2. Executive Director and Group Chief Executive Officer, Sean S Hesh, joined an esteemed panel of corporate leaders at HSBC Malaysia’s panel discussion themed ‘Accelerating Sustainability through the Digital Economy – Shaping A LongTerm Future’, sharing GHL’s commitment to sustainability and the importance of value-added services for SMEs. 3. CEO Malaysia, Kevin Lee’s was a panelist at the Verifone – 2023 APAC Partners Conference in Vietnam, sharing his insights on the emerging trends shaping the payment landscape across the Asia-Pacific region. Sustainable Workforce and Community Employee Diversity and Inclusivity t &NQMPZFFT 1. Diversity and inclusion training program embedded into onboarding program for new hires. 2. GHL came together for a fundraiser event to provide Muhang, GHL Malaysia’s front office assistant, with a new electric wheelchair. 3. GHL Malaysia organised a 2023 Blind Unity Race, in collaboration with the National Council For The Blind Malaysia, with participants from GHL Malaysia, e-pay Malaysia, and Paysys, alongside our CEOs from Malaysia, Thailand nad the Philippines for an impactful day. 4. Zero incidents of discrimination recorded at GHL.
RkJQdWJsaXNoZXIy NDgzMzc=