Sustainability Statement Sustainability Statement FOOD QUALITY, SAFETY AND NUTRITION Performance • 1,145 products are Halal certified • ILF, MPM and CVS processes are certified to local and international standards Our Approach Creating nourishing products is QL’s mission and we envision a marketplace where our consumers have reliable access to food that is of high quality, safe and nutritious. Under a heightened scrutiny by local and international certification bodies, we apply strict food quality and safety control measures in the production of our products. We seek to continually improve our processes and standards to elevate our product quality for our consumers. Producing Quality and Safe Food QL ensures our products are meeting the highest food quality and safety requirements by practicing stringent quality controls and food safety management at ILF, MPM and CVS business units. We are fully dedicated to complying with all food quality and safety standards locally and internationally. QL is committed to offering consumers with more Halal products which comply with the Halal requirements of Jabatan Kemajuan Islam Malaysia. With the commission of the second central kitchen for FamilyMart during FY2023, now we have over 1,000 products certified Halal as at end March 2023, a substantial increase from over 700 in previous year. Commitment to Develop Healthy and Nutritious Products As consumers become increasingly health-conscious, the demand for healthy food choices is on the rise. In response to the positive demand, QL is dedicated to providing a range of healthy and nutritious products that meet consumers’ increasing need for healthier food options. Upholding our Health and Nutrition Statement, QL will continuously improve food quality and enhance the nutrition of our products based on industry recognised health and nutrition standards without compromising on taste. Customer Satisfaction, A Reflection of Our Products Customer satisfaction and feedback are essential to keep our existing customers and retain new ones. QL conducts annual surveys through an independent external subject matter expert to obtain valuable feedback from customers on two core brands – QL Eggs and QL Mushroom. Customer feedback provides valuable insights for us to improve our products and services. In FY2023, we retained a high level of customer satisfaction for QL Eggs and QL Mushroom products, with both brands maintained 99% Fair to Excellent ratings. For QL Eggs, the rating category of Excellent dropped across all the criteria while rating category of Good improved. Under the rating category of Excellent, customers rated food quality/taste, cleanliness/ hygiene, and packaging appearance of QL Mushroom brand products higher. Based on the insights, we will continue to work towards improving customer satisfaction. We also track the number of customer feedback received through our feedback channels. In FY2023, we received a total of 2,808 customer feedback, all of which were addressed and resolved. QL strives to improve our customer care with a more strategic and responsive approach as well as improve accessibility of feedback channels for customers. Certifications and Standards 1 - Bad 2 - Poor 5 - Excellent 3 - Fair 4 - Good 1 - Bad 2 - Poor 5 - Excellent 3 - Fair 4 - Good Total Food Quality/Taste Food Healthiness Cleanliness/Hygiene Freshness of Eggs Packaging Appearance Customer Careline 1 1 1 15 16 26 61 55 58 23 2 2 1 12 15 26 63 54 56 23 1 1 2 15 14 19 58 55 64 26 2 1 13 23 34 62 49 51 23 80 50 50 25 20 50 25 27 15 30 15 29 17 18 61 21 17 60 23 28 1 1 1 2 14 16 29 21 59 55 57 61 26 28 13 16 15 Customer Satisfaction Rating for QL Eggs from FY2021 to FY2023 Customer Satisfaction Rating for Mushroom Brand from FY2021 to FY2023 FY2021 FY2021 FY2022 FY2022 FY2023 FY2023 Total Food Quality/Taste Food Healthiness Cleanliness/Hygiene Freshness of Frozen Food Packaging Appearance Customer Careline 1 1 1 1 1 1 1 2 1 1 1 1 2 2 1 1 30 23 39 28 30 27 48 26 40 35 23 29 31 24 27 36 38 20 18 26 31 54 57 49 56 55 53 44 54 27 42 55 55 52 59 52 50 48 55 60 56 50 15 19 11 15 14 19 7 18 33 22 21 16 16 17 19 14 12 24 22 17 18 QL RESOURCES BERHAD INTEGRATED ANNUAL REPORT 2023 SEC. SUSTA I N A B I L I TY STATEMENT 5 047 046 PG. PG.
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