Customers

The breadth and depth of the Group’s operations has enabled it to build a global network of diverse customers. We combine our deep customer insights with our domain knowledge which is deepened by ongoing engagement and collaboration with customers

Key Customer-related Metrics

1.6 mn
Customers acquired
Customers across five continents
98%
Complaints resolved
>7,200
Customer surveys conducted

Our Approach to Reporting

As the primary annual communication to capital providers and other stakeholders, the Group’s Integrated Annual Report provides an overview of the Group’s performance and strategic progress for the year and outlook for the future. Key features of this year’s Annual Report include the following:

Focus on clarity and materiality
Strengthen credibility through 4 external assurances
Enhanced reporting of SLFRS S1 & S2 disclosures
Digitalisation and inclusivity

Social & Relationship Capital- Our Customers

Key concerns raised by our customers:

Affordable pricing
Responsible and sustainable business practices
Innovation and product development
Customer service

ESG Integration

The 2nd edition of the Hayleys Lifecode was unveiled during the year, providing an opportunity for the Group to take stock of the progress made to date and identify areas for further refinement and improvement in line with developments in both the internal and external operating landscape.

Definition of six long-term commitments
Policy refresh and update
Revisions to targets
Launch of Lifecode Pledge

Way Forward

Portfolio Optimisation

  • Export-oriented sectors will seek to diversify its markets with increasing focus on non-traditional markets
  • Increase contributions from value-added products, thereby reducing exposure to price competitive offerings
  • Pursuing diversification of funding sources Optimising working capital with the aim of reducing inventory-build up

Customer Centricity

  • Focus on customised solutions to sharpen competitive edge and customer loyalty
  • Active engagement in trade fairs and exhibitions
  • Aggressively seeking new customer acquisition in regional markets

ESG integration

  • Completion of Sector-level ESG roadmaps across all Sectors
  • Ongoing focus on strengthening ESG governance and reporting mechanisms
  • Initiatives across all six pillars aligned to the aspirations of the Hayleys Lifecode