Significant CX and CCR Improvements in 2022: Driving Down Customer Complaints and Exceeding Targets

Overall, our CX has improved and we've seen a downtrend in CCR since 2021. In 2022, we continued to improve CCR by maintaining CN2WW CCR under 11 ppm (a reduction of 5 ppm compared to the target) and exceeding CN2WW NSR CCR at 28 ppm (a 35% YoY reduction from 43 ppm, surpassing the target of 25%) as well as reducing CN2JP CCR to 19 ppm (a 50% YoY reduction from 38 ppm, surpassing the target of 35%). These improvements were driven by our risky SP reporting SOP, which involved collaboration with the CN NSR team to identify and share information with the APAC PQ team to enforce suspicious Sellers via AM's data deep dive, as well as partnering with the APAC PQ team to improve PQ gating mechanisms. Looking ahead to 2023, we plan to further reduce NSR CCR by identifying and driving upstream resolutions with the APAC PQ team.