Significant CX Improvement and CCR Reduction in 2022: Successes and Future Plans

Overall, our CX has significantly improved and we have observed a decreasing trend in CCR since 2021. Specifically, in 2022, we were able to enhance our CCR performance by successfully maintaining CN2WW CCR under 11 ppm (-5 ppm vs. target) and surpassing CN2WW NSR CCR at 28 ppm, which represents a YoY reduction of 35% (43 ppm) compared to our target of 25%. Additionally, we achieved a significant reduction in CN2JP CCR at 19 ppm, which reflected a 50% YoY reduction (38 ppm) compared to our target of 35%. These improvements were the result of two key factors: (i) the implementation of a risky SP reporting SOP, which allowed us to identify and escalate suspicious Sellers through AM's data deep dive in collaboration with the Biz team, and (ii) the development of product improvements through our partnership with APAC PQ to enhance our PQ gating mechanism. Moving forward into 2023, we plan to further reduce NSR CCR by proactively identifying and addressing upstream solutions with the APAC PQ team.