Sustainability Report Customer Satisfaction Objective To ensure our products and services are delivered to the satisfaction of our customers. Approach Megachem measures customer satisfaction through annual survey and seeks continuous improvement so as to deliver total customer satisfaction. Performance Highlights Our customer confidence in us has not been affected even after the fire in July 2023 as is evident in the ratings over the last 3 years. FY2024 customers ratings improved marginally from 84.0% to 86.6%. We will continue to seek areas for improvement especially in areas of supply continuity and technical support. Targets & Plans To achieve customer satisfaction level of at least 85%. Customer Privacy Objective To protect customers’ and suppliers’ intellectual property (“IP”) rights and privacy. Product Labelling Objective To protect humans and environment against hazardous chemicals as well as to facilitate international trade by ensuring that all chemicals moving into and out of a country are classified, packaged and labelled in accordance with a globally harmonised system. Approach Another way in which Megachem contributes to international chemical safety is through our support of the United Nations’ initiative to implement a Globally Harmonized System (GHS) of Classification and Labeling of Chemicals. GHS is a system for chemical classification and hazard communication through harmonised provisions for standardized labels and safety data sheets. Performance Highlights The GHS system of chemical classification is being adopted. 2022 2023 2024 2025 Target Non-compliance – product labelling (Singapore) 0 0 0 0 There has been no cases of non-compliance with regulations concerning product labelling in the last 3 years. Target Zero cases of non-compliance 2024 2023 2022 Customer Satisfaction 86.60% 84.0% 84.6% 88 ANNUAL REPORT 2024
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