15 TIONG WOON CORPORATION HOLDING LTD SUSTAINABILITY REPORT 2025 INTEGRATED QUALITY, SAFETY & ENVIRONMENT MANAGEMENT Services Average Satisfaction Level - Scale from 1 (poor) to 5 (excellent) FY2023 (55 respondents) FY2024 (93 respondents) FY2025 (61 respondents) Crane Services 4.17 4.26 4.12 Transport Services 4.18 4.24 4.15 Support Services (Marketing and Technical) 4.26 4.32 4.27 Support Services (Field Operations) 4.14 4.29 4.16 Customer Service 4.22 4.26 4.28 Based on the above survey, we attained a customer satisfaction rating of 84% in FY2025 (FY2024: 85%), surpassing our target of 70% customer satisfaction. Our strong customer satisfaction stems from the helpfulness of our crane service operators, the deep technical knowledge and professionalism of our support teams, and the efficiency of our customer service in addressing enquiries. We sincerely appreciate the trust our customers place in us and remain committed to meeting or exceeding their expectations. Annually, a customer satisfaction survey is conducted to gather information about customers’ needs and preferences and to evaluate service quality. In Singapore, 61 customers from various industries participated in the FY2025 survey6. They assessed five main services based on criteria such as equipment reliability, response time to breakdown recovery, and punctuality. Feedback was consolidated and reviewed, with actions identified for potential service improvements. The FY2025 survey results are presented below. FY2025 CUSTOMER SATISFACTION PERFORMANCE 6 The survey was carried out by a significant operating subsidiary in Singapore. We will progressively expand the scope of survey to encompass more entities in subsequent Sustainability Reports.
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