Sustainability Report 2021

25 Introduction Customers Social Governance Appendix Environment Sustainability Report 2021 The customer experience framework consists of four key pillars to ensuremonitoring, measurement, and improvement of the end-to-end process, not just touchpoints, in order to deliver an exceptional customer experience. The tracking dashboard, based on this framework, is used to monitor the overall performance and key indicators, and reported to the Customer ExperienceManagement Committee. Customer Experience Framework Operational KPIs by channels track operational performance of all banking channels including contact center, branch, and mobile internet banking. Transactional NPSmeasurement measure feedback at a more granular level after a customer has experienced our service. Complaint handling analyze root causesof complaints and develop corrective action plans. Voice of customers track and manage incoming inquiries and complaints in timely manner. Complaint handling Voice of customers Operational KPIs by channels Transactional NPS measurement