Service
Equity
All Gamania products are managed under their respective business domains in compliance with government regulations and international standards, with corresponding service mechanisms and processes established to safeguard consumer and customer rights. The customer service center is entrusted to the subsidiary, Gamania CRM, which leverages AI technology to provide 24/7 online support. In addition, to meet the diverse needs of different products, multiple service channels are available, including dedicated hotlines, website message boards, real-time online chat, and intelligent chatbot support, further enhancing the customer service experience.
Gamania CRM, our customer service expert within the Group, integrates diverse service channels through its AI customer service system and human-machine collaboration, to precisely deliver customer service solutions and integrate customer relationship management services. This effectively boosts customer loyalty to the brand. In 2024, our overall customer service satisfaction reached 95%, and nearly 80% of corporate clients renewed contracts with the Group. These efforts to enhance customer brand favorability and service experience are attributed to the following measures, which have steadily strengthened trust in the Gamania brand:
To safeguard customers’ rights and properly handle feedback, Gamania has established a comprehensive multi-channel service system, including customer service hotlines, online customer service, email, and message boards. This provides immediate consultation and problem reporting mechanisms, to ensure that all feedback can be received and processed through a designated channel.When a customer raises an objection or complaint, frontline personnel immediately record and submit it to the relevant department for investigation and handling. In principle, we initiate the response process within one working day and provide a reply and explanation within three to five working days, depending on the complexity of the individual case. All cases are recorded and incorporated into our quarterly quality monitoring and improvement mechanism. If customers remain unsatisfied with the resolution, they can also file a formal complaint through competent authorities or third-party organizations (such as consumer protection agencies). The Company has a dedicated contact point to coordinate handling and complete replies and explanations within 15 days, to ensure procedural efficiency and compliant responses.
In 2024, the Company maintained a 100% on-time resolution rate within 15 days for complaint cases filed with competent authorities. Furthermore, thanks to the implementation of AI customer service and increased information transparency, the overall number of complaints decreased by approximately 21% year-on-year, with a notable reduction in repetitive and unnecessary complaints. This indicates a significant improvement in our frontline service identification and response accuracy. Through the application of our AI customer service system, we have enhanced initial problem classification, real-time responses to common questions, and clarification of misunderstandings. This further reduces complaints arising from communication gaps and improves overall service consistency and customer trust.
Gamania employs a multi-layered defense mechanism for information security management. All network services are equipped with firewalls, network identity verification, and threat monitoring and analysis mechanisms, to enable timely detection and blocking of malicious network behavior and ensure service stability and user information security. We also conduct regular system vulnerability scans and patching and continuously strengthen our response capabilities through simulated hacker attacks and information security drills. Simultaneously, data backup operations are set up according to different service types to mitigate risks arising from unforeseen incidents. To ensure data access security, only authorized personnel are permitted to access relevant data. For detailed information, please refer to ESG Report Section 2.3 Information Security.
Gamania prioritizes the protection of personal data and has a clear “Personal Data Protection Policy”. Its scope covers all employees of the Group’s subsidiaries and their suppliers, with the Group-level Personal Data Management Committee, responsible for overall coordination and management. All units within the Group that handle personal data (including all employees, contractors, and personal data managed by collaborating partners) must plan, execute, and implement personal data protection operations in accordance with regulations, while regularly reporting progress and implementation status to the committee. Furthermore, in response to the “Personal Data File Security Maintenance Management Regulations for Digital Economy-Related Industries” promulgated by the Ministry of Digital Affairs, the Company completed the amendments to its “Personal Data Protection Policy” and “Personal Data File Security Maintenance Plan” on January 12, 2024, setting higher standards for personal data protection.
Gamania adheres to the nine principles for personal data collection. When collecting personal data, we proactively notify customers of our privacy protection policy and user terms and conditions, and that we will not collect unnecessary personal information. We also make users aware that they have the right to choose whether or not to have their behaviors tracked or used for personalized marketing or secondary purposes.
This year, the percentage of users with their personal data used for secondary purposes reached 100%. Gamania mainly uses the collected personal data in all subsequent online and offline activities, until the natural person voluntarily applies for cessation of data use or until any adjustment is made according to the platform’s privacy terms (e.g. player data obtained in operational activities will be kept for 5 years as per laws and regulations, and the data made public will be de-identified). Network transmission of personal data is required to be encrypted to ensure that the data is not illegally retrieved by third parties during transmission.Besides, according to the service agreement entered into with consumers or suppliers, we sign the non-disclosure agreements to promise that we will not arbitrarily provide, sell, exchange, or rent private and sensitive data to other groups, individuals or private institutions, or for other purposes.
Gamania maintains a “zero tolerance” policy for information security and personal data protection. Any violations are subject to necessary actions based on the internal “Disciplinary Regulations”. In 2024, there were no incidents of violation of customer privacy at the Company, and there were no legal penalties related to user privacy imposed on the Company.
Gamania places great importance on protecting consumers’ rights and maintains close communication and interaction with consumers to safeguard their rights. Gamania’s customer service primarily focuses on its online and mobile games. In 2024, the service volume exceeded 230,000 cases. Up to 93.7% of these cases were resolved on the first response, and the service quality inspection accuracy rate was over 99.4%. Customer satisfaction is measured based on survey ratings, with responses of 4 and above defined as “satisfied customers.” In 2024, the overall satisfaction rate reached 91%, with data coverage of 68% of our customer base. To continuously improve service quality, in 2024, the Company focused on two core indicators: “first response resolution rate” and “service accuracy rate.” This involved a comprehensive strengthening of customer service operating standards and process monitoring. By implementing an automated routing system, enhancing the front-line knowledge base, and providing training on response scripts, the Company effectively improved the customer service team’s ability to solve problems on the first contact. Meanwhile, we conduct regular internal quality audits and spot checks of phone calls and written responses to ensure process compliance, consistent communication tone, and accurate information delivery.
For major complaints or cases with potential safety risks, the Company has an internal dedicated team that promptly initiates cross-departmental communication to ensure timely investigation and resolution. In 2024, a total of 596 letters were received from government agencies, of which 99 required a coordination meeting. All cases were handled in compliance with regulations, and complete responses were provided within 15 days, with a 100% on-time response rate.In 2024, there were no major information security, privacy leakage, or government-monitored incidents, with the Company’s corporate image and social trust maintained.
Customer Service
in the year
230,000
service cases
Service
accuracy rate
99.4%
up to
The ratio of cases resolved with the initial response
93.7%
up to
Average score of customer satisfaction reaching
4.79
(out of 5 points)
