Data Report on Service Quality April 2023
Data Report on Service Quality
This Data Report on Service Quality by Zipmex comprises of information on IT usage deficiencies that impact users’ usability experience, whether from the system itself or integral IT infrastructure, complaints by users in various categories, as well as trends and statuses of each complaint on a monthly basis. This report is documented for the purposes of transparency in information disclosure and statistical research for service quality improvements.
Note: The publication of this report commences onwards 10 February 2023, and is updated on the 10th of each month thereafter.
1.1 Information about system failures or incidents that affect services
| Statistics of system failures or incidents that affect services (April 2023) | |||
|---|---|---|---|
| Fiat deposit/withdrawal | Digital asset deposit/withdrawal | Asset balance display | Trading exchange |
| – | – | – | – |
1.2 User complaints statistics
1.2.1
| Category of complaints | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| Complaints for the month of April 2023 | Carried over outstanding complaints (E) | Resolved outstanding complaints >30 days (F) | Outstanding complaints (II=D+E-F) | Resolved complaints per all complaints received (%) (III)=(A+B+C/I)*100 | |||||
| All complaints (I) | Resolved complaints by duration (X) | Outstanding monthly complaints (D) = (I)-(A+B+C) | |||||||
| X < = 7 days (A) | 7 days < X <= 15 days (B) | 15 days < X <= 30 days (C) | |||||||
| 1. 1. System deficiency | 46 | 46 | 0 | 0 | 0 | 0 | 0 | 0 | 100 |
| 1.1 Digital asset deposit/withdrawal | 8 | 8 | 0 | 0 | 0 | 0 | 0 | 0 | 100 |
| 1.2 Fiat deposit/withdrawal | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 1.3 Trading exchange | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 1.4 Asset balance display | 9 | 9 | 0 | 0 | 0 | 0 | 0 | 0 | 100 |
| 1.5 Complaint ticketing system | 29 | 29 | 0 | 0 | 0 | 0 | 0 | 0 | 100 |
| 2. Underserved quality | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 2.1 Processing time for user sign-up process | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 2.2 Processing time for asset deposit/withdrawal | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 2.3 Loss of assets | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 2.4 Unfair fee | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 2.5 Others | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 3. Trading | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 3.1 Price irregularity | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 3.2 Others | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| 4. Others | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| Total | 46 | 46 | 0 | 0 | 0 | 0 | 0 | 0 | 100 |
1.2.2. – Trend of complaints
| Statistics of system errors that affect services | ||||
|---|---|---|---|---|
| Month/Year | ||||
| Category | 1/2566 | 2/2566 | 3/2566 | 4/2566 |
| System deficiency | 50 | 79 | 108 | 46 |
| Underserved quality | 8 | 11 | 6 | |
| Others | 0 | 0 | 1 | |
| Statistics of system errors that affect services | ||
|---|---|---|
| Category of complaints | Less than 7 days | |
| Digital asset deposit/withdrawal | 8 | |
| Complaint ticketing system | 29 | |
| Asset balance display | 9 | |
| Total | 46 | |
