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PROCESS EXCELLENCE & GOVERNANCE
52
Axiata Group Berhad | Sustainability & National Contribution Report 2016
PROCESS EXCELLENCE
& GOVERNANCE
Customer Centricity
Customer satisfaction is among our foremost
priorities at Axiata, and we are committed to
enhancing customer experience in their dealings
with us. Customer feedback and comments are
the primary gauge of our performance, helping
us understand if we meet, surpass or fall short of
their expectations. It also helps us identify issues
in our products or processes that require further
attention from our team.
To measure the level of customer satisfaction, a
Group-wide Net Promoter Score (NPS) has been
put in place to collate data on customer loyalty
and satisfaction across the entire Group. The
NPS is conducted annually, and has been used
as an indicator for setting KPIs since 2014. Each
of our OpCos’ scores are benchmarked against
the market regularly and problems addressed
through mitigating action. In 2016, we started
using more digital channels to gather feedback
in calculating our NPS. The use of digital channels
is an upgrade on our existing process to give us
improved results.
We are also embarking on a social media
monitoring/listening initiative to get a better
sense of our customer’s opinions of our
services. Social media is a popular channel for
our customers to express their satisfaction
or dissatisfaction with products and services,
and we plan to use it as an avenue for better
understanding and serving our customers.
Further complementing our Group’s efforts to
gauge customer satisfaction are our OpCos’
individual efforts to better engage customers or
obtain feedback.
Privacy and Data Protection
The advent of digitisation has made user data
a valuable commodity and thus subject to
security risks and misuse. Our customers share a
substantial amount of personal information with
us by subscribing to our services, and we are
bound by both ethical and legal requirements to
keep this data confidential. Strict policies have
been put in place throughout the Group to keep
customer data from being disclosed or accessed
by third parties without explicit consent.
Our commitment to customer privacy and data
protection has been set at the highest level based
on the Personal Data Protection Act (PDPA)
2010 in Malaysia and the ISO27000 information
security standard. Our OpCos also comply with
local regulations in their respective countries, and
make best efforts to secure their systems from
breaches and unauthorised access.
Strengthening Cybersecurity
Significant emphasis was placed on mitigating
cybersecurity risk in 2016. This resulted in
the creation of the Cyber Security Steering
Committee (CSSC) comprising members from
Axiata’s Board Audit Committee, Celcom and
XL. One of the first initiatives of the CSSC was
to assess the cybersecurity risks of the Group
and come up with recommendations on ways to
mitigate the risk. These were presented to the
Axiata Board in February 2017.
The Group’s approach to protecting customer
data is grounded on the Group Privacy
Framework which is focused on enhancing
security to improve data safety, proactive
engagement with our customers about
protecting their information and seeking explicit
consent in the use of their personal details. We
conduct periodic audits on our systems and
ensure that customer data is deleted when no
longer required.
The Group’s approach to
Protecting
Customer
Data
is grounded on the
GroupPrivacy
Framework
To Fully
Digitise
our process by 2020