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Axiata Group Berhad | Sustainability & National Contribution Report 2016
INTRODUCTION
18
Axiata has a diverse stakeholder base in its presence across Southeast Asia and South Asia, and from
its myriad roles, which include being an employer, communications provider, technology innovator and
infrastructure developer.
STAKEHOLDER
ENGAGEMENT
Stakeholders
Frequency Types of Engagement Focus Areas
Customers
Our customers are key contributors to our success as a commercial enterprise and therefore a
direct gauge of the efficiency and effectiveness of our products and services. It is imperative
for us to maintain high levels of customer satisfaction given the competitive nature of our
industry and we can only achieve this by fully understanding the needs of our customers.
Customer satisfaction levels are benchmarked through the Net Promoter Score system that
is conducted annually.
Customer Satisfaction
via Net Promoter
Score (NPS)
Customer
experience,
product
affordability
and network
availability
Employees
Our employees are our most important assets and a key resource for all our activities. We
therefore take employee satisfaction very seriously to ensure that morale remains high in all
our business units. Axiata assesses employee satisfaction levels through its annual Employee
Engagement Survey, which is conducted by an independent research agency. Employees are
also encouraged to interact with Senior Management and express their concerns at town hall
meetings that are held every quarter.
• Employee
Engagement
Survey (EES) by
Willis Towers
Watson (an
independent
research agency)
• Town hall meetings
Career
development,
employee
feedback,
employee
communication
Shareholders
As owners of the Company, shareholders are entitled to receive a return on their investment
and to be apprised of developments in the Company. They are also entitled to express their
views on the Company or to share any concerns about the way the business is being run. Our
engagements with our shareholders are conducted regularly at our Annual General Meeting,
Investor Roadshows and analyst meetings, where we provide relevant Company updates and
where they can share their thoughts with us.
• Annual General
Meeting (AGM)
• Investor Roadshows
• Meetings with the
Top 100 Investors
• Analyst Meetings
Business
performance
and strategy,
social
responsibility
initiatives
Our stakeholders have a direct influence on our business as
customers, observers, regulators and vendors, but are also
important barometers that gauge the impact of our business
activities and sustainability initiatives.
To fairly and accurately determine the concerns of our various
stakeholder groups, we have started to conduct targeted
stakeholder engagement sessions to assess our identification of
their concerns.
We will continue to enhance our targeted engagement sessions
over the next few years to create a comprehensive database of
stakeholder concerns.
In ensuring that we are comprehensive in our identification of
our stakeholders, Axiata adopts an engagement methodology
that is based on the principles of inclusivity, materiality and
responsiveness as defined by the AA1000SE Principle Standard.
Our OpCos are instrumental in identifying and engaging with
our stakeholders in their respective markets, as they are best
positioned to hold regular and direct engagements with them.
Feedback from all stakeholders is collated and indexed at the
Group level and reported in this Sustainability Report. The
following table provides a comprehensive list of our stakeholders
and engagements.
G4-24
G4-25
G4-26
G4-27