No.

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

Date. 1st March 2012 2nd March 2012 3rd March 2012 4th March 2012 5th March 2012 6th March 2012 7th March 2012 8th March 2012 9th March 2012 10th March 2012 11th March 2012 12th March 2012 13th March 2012 14th March 2012 15th March 2012 16th March 2012 17th March 2012 18th March 2012

Day Thursday Friday Saturday Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sunday Total Sum

Feedback Type Complaint Suggestion 1 3 1 1

Origin Of Feedback Nature Of Feedback Feedback Form E-Mail Telephone Accident Staff Attitude Information Maintenance Attendance 1 3 1 1 2 1

Human Resources

Services Queuing Time

3 1 1

3 1 1

1 1 7 3 1 8 1 1 29 Total 1

1 1 7 3 1 9 1 28 1 1 Total 0 29 0

1 1 1 1 2 4 7 2 1 5 2 1 22

2 1 9 3 2 9 2 1 34 Total

2 1 9 3 2 8 2 1 33 99

1 30

10

Note:a) Analysis based on 1 Feedback but divided into respective nature of complaint which whereby can more than 1 within 1 form b) All feedback e-mail based came from kzkl.csd@kidzania.com.my or forwarded from contact@kidzania.com.my c) The number may differ & updated based on different nature of feedback enlisted Nature of Feedback Percentage (%) Accident 0% Satff Attitude 10% Information 22% Maintanance 0% Attendance 0% Human Resources 0% Services 34% Queuing time 33% Total 100%

Feedback Statistic

Accident Satff Attitude 0% 10%

Maintanance 0%

Queuing time 33%

Information 22%

Attendance 0%

Services 35%

Human Resources 0%

Remarks

Weekend - 2 Sessions Weekend - 2 Sessions

School Holiday - 2 Session School Holiday - 2 Session School Holiday - 2 Session School Holiday - 2 Session School Holiday - 2 Session School Holiday - 2 Session School Holiday - 2 Session School Holiday - 2 Session School Holiday - 2 Session

No.

Reference No.

Date

Day

Visitor's Name

Visitor's Contact

Origin Of Complaint

Nature Of Complaint

Actual Feedback / Comments

Follow-Up / Response

Solution Offered

Status

CSDVSFS0001

1st March 2012

Thursday

Kiran Dhillon

H/P - 012 324 2297

Feedback Form

Services & Staff Attitude

The issue was taken up personally by Establishment Manager - Shahrul. Called Called the visitor, thanked her for the at 1740hrs to apologize. She was very feedback and apologize for the incident Air-Asia Flight Simulator - Staff Aiman laughed happy with the follow-up call & mentioned happened. She was happy that we clarify at the visitor during an activity that apart from the incident. She was the issues immediately. Escalate the extremely impressed with our concept & feedback to Shahrul. operation. Promised to come back soon & she will call Shahrul to meet personally.

Case closed

nil

2nd March 2012

Friday

nil

nil

nil

nil

nil

nil

nil Informed the visitor that we will put up her suggestion for sepcial parking area for prams or strollers to management for consideration. Informed all Manager during the meeting held on 6/3/12.

nil

CSDVSFS0002

Eileena Dardir

H/P - 012 389 9353

Feedback Form

Services

No Prams Allowed - Baby carriers are better options as parents will not obstruct traffic

03/03/12 - CSM called up the visitor & she clarified that she was refering to empty prams being left haphazardly and unattended.

Case closed

CSDVSFS0003

Tham Yang Koo 3rd March 2012 Saturday

H/P - 012 297 375

Feedback Form

Services & Queing Time

Fire Station - Children's higher intend to play with the fire incident but this not able to join due to the station is out of information to inform time Call the visitor, explained to him of our CSD coordinator instantly informed on the of the fire incidents. Which while check with the concept and role play and that our random fire building occurance to staff of the fire station also no info and child is Zupervisors will do the briefing to the kids replicate a real city & it will happen by unhappy. Why cant play on it. Suggest to well fix in sessions with regards to fire fighters random situations only but nonetheless time & child should entitle to play item of interact role. He is satisfied with our explanation. the visitor still feels unsatisfied & agreed without fail. This is very dissapointed that our The feedback was escalated to the to lodge a complaint. child cant join/play on the incident. Not enough establishment concerned. chair outside must shop that parents is stand whole day outside the shop. Called visitor - thanked her for the feedback & compliment given to our Zupervisor Syaheera. She added that CSD Coordinator thanked the visitor for Syaheera was so patient despite of the the feedback & and that immediate action pressure she is getting from other parents will be taken to improve the issues. with regards to queue system. Informed her of our concept & the processes. She is happy with our response & courtessy call. CSD Coordinator thank the visitor for the feedback & mentioned not all establishment are using the que numbering system. Thanked the visitor for his suggestion, and in fact we have implemented at the Fire Station & few of our establishments. Apologized for the shortcomings. Overall she is satisfied with the activities & services rendered. Called visitor - thanked her for the feedback and that we are looking seriously at her feedback. Apologized for the shortcomings and briefed her on our concept and role plays by the kids. She thanked us for talking to her.

Case closed

CSDVSFS0004

T.N. Koh

H/P - 019 315 2445

Feedback Form

Staff Attitude & Queing Time

No organization to Q to join. Staff very nice & polite

Case closed

CSDVSFS0005

4th March 2012

Sunday

Yap Chui Foong

H/P - 012 398 3913 / Email cf_yap@advancecon .com.my

Feedback Form

Information

Should provide enough information on queing numbers to kids for session which can safe time.

Case closed

CSDVSFS0006

5th March 2012

Monday

Shareen Shahriza Abdul Ghani

H/P - 012 373 1339

Feedback Form

Information & Queing Time

Not able to cater a large group & we only had 3 games. No value for money! Merchandise can only be paid (Dept. Store) by Kidzania currency & due to crowd, cant participate, no wages! This Is NOT a good system. FIND A WAY TO RESOLVE IT. NO VALUE IN COMING HERE!

CD Coordinator thank the visitor for the feedback & mentioned the number of visitors we can accommodate and emphasize on other jobs available from the hot jobs.

Case closed

10

CSDVSFS0007

10th March 2012

Saturday

Terry Wong

H/P - 019 226 4923 / Office - 03 7729 0919 / House - 03 7987 4923 / Email terrywfw@gmail.com

Feedback Form

11

CSDVSFS0008

11th March 2012

Sunday

Chua Yong Hua

H/P - 017 366 3108

Feedback Form

Kids get bored easily and after 2 visits, I would think my kids will come probably 2 or 3 more times. Some other attractions will be good or special package to make it more affordable or value for money. I have been to kidzania KL twice but felt that we are bring "short change" coz some of the facilities are still not fully fucntioning. The parents lounge has nothing to offer except newspaper. Propose video shows, magazines, etc. Suggestions - accompanying Information / parents paying RM35 & should be in exchange Services / Queing maybe for coffee or a bottle of water & some Time snacks as adults is not participating in any events. Understandable. If accompany kids below 8yrs-old but the 4 kids that i brough are between 8-12yrs-old. Should promote a group package or family pass or annual pass with a discount in price. Tickets price is detering some parents that i know from coming to kidzania. Tracing wrist band should be used to locate kids latest activity in order to know their wereabouts. Kids should be given a standard puch to keep Air Asia Queing System down during peak period where all mix up & long queue till outside. Queing Time / Staff Andi give wrong statement & keep arguing Information / he is right. When asked the kids together which Services staffs & myself : Answer : Pilot not Flight Attendee Queing Time / Information / Services Queing Issue was a main problem & everyone seems lost & cannot relate towards the theme park

CSM called the visitor and replied his email: Thanked him for the feedback and suggestions. His feedback will be taken into consideration as we at KidZania endeavor to improve our services in providing our valued guest with the best possible experience. Informed him that we are delighted to know that he plans to host his 2 daughters birthday at KidZania.

F.up by CSM - thanked him again for his support. Forward his request for Birthday Parties on 21st April and 25th May to Sales Group for further action. (sent to Hiba - duly acknowledged.

case closed

Called visitor - follow up. Thanked him for CSD Coordinator has spoken to the visitor the feedback and that we will ensure that and apologised for the misunderstanding the misunderstanding will not recur again. and inconvenienced casused. Issues escalated to operations manager. CSC has taken matter to explain how the Follow up call done. Thanked her again theme park operate & where to begin & for the feedback. She is satisfied with our how can it be done explanation. Called thanked and apologized again. Informed the visitor that the shooting is for a short time only and suggested for her kids to try other establishments. Also informed her of our concepts and role play. She is satified with the f.up

Case closed

CSDVSFS0009

Maria Malina Zulkafly

H/P - 012 323 5995 / Email mariayeoh@gmail.co m H/P - 013 380 7799 / Office - 03 2240 7554 / Email rsutha@tm.com.my

Feedback Form

Case closed

CSDVSFS0010

Suthamathi R

Feedback Form

Queing Time

My Kids had queing numbers given at KPJ hospital & waited for 20mins to be told that the hospital was not able to take in anymore due to the tv3 shooting about to take place.

CSC thanked for the feedback and apologized for the shortcomings and suggested that for other establishment available.

case closed

CSDVSFS0011

Chow Lai Yeen

H/P - 012 262 6775 / Email laiyeenchow@allianc efg.com H/P - 019 324 1026 / Email azam8482@hotmail. com H/P - 019 251 5511 / Email sorayya@um.edu.my

Feedback Form

Queing Time

12

CSDVSFS0012

12th March 2012

Megat Nor Azam Monday

Feedback Form

Staff Attitude

CSDVSFS0013

Sorayya Malek

Feedback Form

Information

CSM spoke to her - f.up to thank, apologized and explained on the shortcomings and concept. She is satisfied with our services - on return calls and f.up. CSM spoke to him - f.up to thank, CSC apologized for such incident occur & apologized and explained on the Nippon Paint Attendants : Hamidi - RUDE - Very shall escalate the matter to the shortcomings and staff attitude. She is Rude!, Syirin - No Queue Card Given coordinator's in-charge satisfied with our services - on return calls and f.up. CSC apologized for such experience & CSM called to f.up. Thanked and Not enough information was given regarding the advice the visitor on how does KZKL apologized to her again on the sessions. Very unhappy, its a waste of time. operate & how to go about the theme shortcomings and informed her that we park itself. will consider her feedback. the visits today has been wasted most of times on queing. Morning session is said to be at 10.00 - 3pm which is 5hrs but almost 3hrs wasted just on queing. CSC apologized for the incident happened. Advice to try out other new establishments which has less queing time. CSC thanked the visitor for the feedback CSM called visitor to f.up. Thanked and Airport have not informed us on closing time for & apologized for the incident. Advice the apologized to him on the shortcomings 1st session. Que is too long. Taking too much customer on how the them park operates and informed her that we will consider her time waiting to enter each shop / outlet. & mentioned to try out establishments feedback. with less que time. CSM called visitor to f.up. Thanked and apologized to him on the shortcomings CSD Coordinator thanked the visitor & due to school holidays and suggested that Safety & Security very good but spend 5hrs only explain how the theme park operates & he comes on weekdays since his kids are join 2 activity, too crowded. suggest other estbalishments which can below 6yrs. He thanked us for the call and be experience with less que time. advise. Escalate issue to establishment managers. CSC thanked the visitor for the feedback CSM called Pauline to thanked her again & apologized for such experience but has on the feedback. Informed her the crowd mentioned there's other establishement was in view of school holidays and explain available which has less queing time. Yet to her our concept. She accepted our the visitor still insist to lodge a complaint clarification & feels dissatisfied. CSC thanked the visitor for the feedback & shall take into considerationo for such incident occur thus apologized for such experience.

Case closed

case closed

Case closed

CSDVSFS0014

Azum Mohd

H/P - 019 218 3116

Feedback Form

Information / Queing Time

Case closed

CSDVSFS0015

Eugene Wong

H/P - 012 313 1388

Feedback Form

Queing Time

Case closed

CSDVSFS0016

Pauline Hui

H/P - 012 290 8322

Feedback Form

Queing Time

Most of the time its queing from the 5hrs time, effectively only 2 hrs cater playing & the remaining 3hrs are for queing.

case closed

13

CSD VSFS0017

13th March 2012

Nellie Lim Tuesday

H/P - 012 399 9064

Feedback Form

Queing Time

Limit the number of participant per section to reduce the queing time.

Thanked her for the suggestion.

Case closed

13

13th March 2012

Tuesday NSTP - Children were informed after waiting for 40mins that the reports they have to write are very complicated. If they cant do it. They should CSC thanked the visitor for the feedback leave. The attendant informed the parent that & advice the visitor regarding on the they can assist all children participating. Give matter & shall escalate the issue to the this situation, please have a sign upfront to alert respective coordinator. the children & not have them wait for 40mins & then turn them away.

CSD VSFS0018

H/P - 012 284 8095 / House - 03 2094 Shamira Karim Ally 1786 / Email shamira.karimally@g mail.com

Feedback Form

Establishment

Spoke to the visitor and inform her that the feedback and suggestions will be considered. She is happy that we called her.

Case closed

14

CSDVSFS0021

14th March 2012

Wednesday

Debbi Wong Lai Yin

H/P - 019 328 1193

Feedback Form

To Kidzania Management There are to many complaints but just dont know where to start. Start with this, you dont even have a proper CSD Coordinator thanked the visitor for complaint form for one to write on. Operation her feedback & apologized for such time for this place is from 4-9. At 8.15 all the Called the Visitor - f. up and thanked her experience. Have mentioned that there Information / outlet we went sat it's close & all last session. I for the feedback again. Explained to her are certain establishment which has a last Services / Queing think if we pay till 9pm it should be till 9pm not our role play concept and apologize for session by 8.30pm depending on the Time hang around filling up complaint form from the shortcomings. She accepted our activity time frame as well. But she still 8.20pm till 9pm. Sessions should finish 9pm & explanation. feels being cheated & agreed to lodge a then give them time to shop & cash in their complaint. money not rush everyone back at 8.15pm. Pls look into this! I feel like I have been short change for an hour. nil nil Check-in was time consuming. 30mins to enter the place. Number of people should be controlled especially during the school holidays. Popular occupation should cut down on the waiting time. nil nil

Case closed

15

nil

15th March 2012

Thursday

nil

nil H/P - +6597548842 / Email ms.suria@yahoo.co m.sg

nil

nil

CSDVSFS0022

Suria

Feedback Form

Queing Time / Services

CSC thanked the visitor for the feedback Issues discussed during manager's & apologized for such experience thus meeting. Spoken to visitor, thanked her advice the customer on how the theme for the feedback and informed her that we park operate but shall take into will consider her feedback. She accepted consideration for such incident occur our explanation.

Case closed

CSDVSFS0023

Rick Wong

H/P - +6598891728 / Email - rick wworld@gmail.com

Feedback Form

Queing Time / Services

Fire Station Queue - Cedric CSO "handling our case" would like to compliment Cedric for his profesionalism and prompt service recovery with regards to handling our case. He made a decision to extend to our kids the exception in the queue for the Fire Station as he knows we had queued since 3.35pm. It was a tough call he made & he ended up having to face i-rate CSM follow up the feedback raised by CSC thanked the visitor for the feedback parents who did not understand the siatuation. visitor - thanked him on the compliments & appreciate their concerned & shall An email will follow with detailed explanation given to Cedric. Extended the message to escalated the matter to CSM. regarding this. We sincerely hope Cedric will not Cedric and Managers. get into trouble for the decision he made on our behalf. FYI, the exception was made also due to the error in your online booking system. Would like to extend our gratitude & thank Cedric . There is no way he can please everyone & we are very sorry he had to go through all that unpleasant because of us. Very lousy & confusing the visitor on the instructions to play & also nor sufficient info of CSD Coordinator thank the visitor for the Issues discussed during manager's every game & not attracting. To improve feedback & explained on the current meeting. Spoken to visitor, thanked her especially for Bomba which passing by all the situation of "early closing" & how the for the feedback and informed her that we crowd but need to improve because little bit operation work around the theme park will consider her feedback. She accepted messy to enter the play area. Most of the games work. Told her that her concerns will be our explanation. close very early 1hr before 3pm. Not fair to the escalated to management. visitors who actually padi untill 3pm. It is extremely dissapointinig to know that KidZania management operations are poor! We have been here since 10.30am & my kidzhave only explore 1(one) station!! Every workstation CSD Coordinator inform visitor that we is full & required an hour-2hrs seating time. If Issues discussed during manager's appreciate her feedback. She refused to your could foresee this on a school holiday, you meeting. To seek management's decision listen to his explanation due to frustration should limit the number of kids at a time! I with regards to her demand. & feels cheated. demand a refund as you the management shou;ld know how it feels to pay RM220/- & play at 1 workstation!! You definitely deserve media highlights on this. TQ

case closed

CSDVSFS0024

Suzana Ismail

H/P - 012 324 9817

Feedback Form

Information / Services

Case closed

CSDVSFS0025

Ruby Davin

H/P - 012 324 3344 / Office - 03 9074 8191 / Email rubydavin@yahoo.co m

Feedback Form

Queing Time / Information / Services

case pending

CSDVSFS0026

April Lee

H/P - 016 666 5519 / Email aprilsy@hotmail.com

Feedback Form

Queing Time / Information / Services

16

16th March 2012

Friday

The queueing system at every "counter" is not proper. Many children are queing up but some other will cut queue but the person in-charge Spoken to April on her frustrations - she ignore the incidents. A the supreme court, my relates that the Zupervisors lacked CSC thanked the visitor's feedback & children have been waiting long, but when reach communication skills and failed to apologized for such experience but she their turn. The girl was the last session. When I informed the queuing kids on last queue. wish not to listen to my explanation due to asked why there was no earlier notification. She Issues had been escallated to frustrating experience. answered that she has informed the kids living management during Managers' meeting in front to in-charge. This is ridiculous that a held on 19th March, 2012. weill known kidzania has poor management in Malaysia.

Case closed

CSDVSFS0027

Chong K.H.

H/P - 019 286 7989 / Establishment Email Feedback ckh006@gmail.com Form

Queing Time / Services

Fire Station queue management was not well managed. Parents are allowed to que on behalf of their kids who are playing other games. My Unable to talk to the visitor on the HP - no Issues discussed during manager's kids group was initially kids up till the stage answer. Left voice message that we meeting. Spoken to visitor, thanked her when they went the fire truck but upon arriving appreciate his feedback. Has escalated for the feedback and informed her that we at the hotel(fire incident) there were 9 kids in the issues raise during the Manager's will consider her feedback. She accepted uniform, causing shortage of the water pump for meeting on 19th March, 2012. our explanation. my kid. when quarel with the commander & the fire truck driver, ther were also stumped as they confirmed there are 8 kids in the truck.

case closed

CSDVSFS0028

Hew Lin Ling

H/P - 012 213 1951 / House - 03 9274 Establishment 4454 / Email Feedback whitney.hew@gmail. Form com

Queing Time / Services / Information

My 3 kids have waited for > 1 1/2hrs to play fire fighter. And when its our turn to play, one of my son is without the uniform. The reason is because : by right 8 person are allowed in each time, but end up 9person are admitted. Not enough uniform, infact my son is NOT the 9th Called the visitor - husband spoke on her child. My querry is why isnt the 9th child who is Issues discussed during manager's behalf, thanked her for the feedback and in the line being asked out of this activity meeting. Spoken to visitor, thanked her apologize for the incident happened. She immediately and somemore i was told the 9th for the feedback and informed her that we was happy that we clarify the issues child is allowed in because the 8th & 9th will consider her feedback. She accepted immediately. Escalate the feedback to children are friends & accept willing to share a our explanation. Shahrul. hose. Why in the 1st place the 9th child is allowed in? I think the simple solution to this problem is to get the 9th child out of this activity. But the person in-charge didnt do this! What an unfair treatment. He even waste time to solve this problem.

case closed

CSDVSFS0029

Hasfaleena Abd Ghaffar

Establishment H/P - 012 985 2711 Feedback Form

Queing Time / Services / Information

Waiting time too long - 1hr to get inside is too much, Every job / task also long queue time 1hr to do 1st job, No proper info / guide along the city - you'll get confuse 1st then later try to figure out yourself on how the things run, Staff(mostly) - not friendly didnt know how to explain.

CSC escalate matter to CSM.

Issues discussed during manager's meeting. Spoken to visitor, thanked her for the feedback and informed her that we will consider her feedback. She accepted our explanation.

CSDVSFS0030

H/P - 012 611 1440 / Establishment Email Afinaz Bt. Abd Aziz Feedback afinaz78@yahoo.co Form m

Queing Time / Services / Information

Queing time to enter took 1hr. Entered @ 5pm.Escalator was switched off. What if there's senior citizens & people with strollers? You Called the visitor, thanked her for the should control the crowd. At Air Asia, my 5yr-old feedback and apologize for the incident boy was queing & bigger boys cut the queue. happened. She was happy that we clarify Kidzania staff should control & monitor. paid the issues immediately. Escalate the RM55 for child, RM35 for myself & most of the feedback to Operations. time we stood queing. All places closed too early although kidzania closes @ 9pm. I definitely wont recommend this place to friends.

Spoke to the visitor and inform him that the feedback and suggestions will be considered. He is happy that we called Feedback escalated to Operations Manager - tabled at Manager's meeting

case closed

17

CSDVSFS0031

17th March 2012

Saturday

Mr. Jacky Lee

H/P - 016 219 9984

Feedback Form

Queing Time

Long Queue, Less Organize, Especially During Peak Season. Time / Duration on Weekend Too CSC thank the visitor for the feedback & Short, Unknown What To Do for 1st Time Visit. apologized for such experience for a 1st Should provide short briefing. Only able to visit 3 timer. Advice visitor to try out other jobs place. Eg. Fire Fighter / Dental & Beauty Salon. available for less queing. Cost / Value if come in after 11.00 not worth.

Spoke to the visitor and inform him that the feedback and suggestions will be considered. He is happy that we called Feedback escalated to Operaations Manager - tabled at Manager's meeting

case closed

18

CSDVSFS0032

18th March 2012

Sunday

Mrs. McDonnell

H/P - 017 622 3417

Feedback Form

Information / Queing Time

This felt like you were taking money for nothing! In 5hrs we were only able to experience 2 jobs. This is ridiculous. You need a formal system to CSC thank the visitor for the feedback & ensure that children enjoy this experience. I apologized for such experience. bought 7 children, all of them have left upset & Mentioned that there's other jobs which dissapointed! A total waste of money on my part can be ontain aside from hot jobs & an awful birthday for my daughter. Needless available in KZKL. to say we will not come back. An unpleasant & dissatisfying experience!

Spoke to the visitor and inform her that the feedback and suggestions will be considered. She is happy that we called her. Called her again to inform that Management decided to let her kids to experience at KidZania again. Feedback escalated to Operaations Manager tabled at Manager's meeting

Case closed

18

CSDVSFST001

18th March 2012

Sunday

Alison Tan

HP No.012337883/ alisontan2023@gmail. com

Email

I would like to complain of the bad experience I wnet through yesterday during my visit to Kidzania with my group (which is also our first ever visit). I bought the 10 am to 3 pm slot. 1) Filming of some local tv show during school holidays when the whole Kidzania was packcause many activities to be cllosed from 11 am to 1 am. In between that time, all the other activities were packed due to the closure of CSM send out email to thanked and ohter activities due to the filming. We paid for apologized on the shortcomings. Told her Queing/Establish entrance but we disappointed with the lack of that as a gesture of goodwill like to extend ment Services activies to enjoy. 2) At 2 pm, several activities to her family an apportunity to experience were already closed. We still have one hour again at KidZania KL. before closing at 3 pm. It is very disappointing that at the last hour the activities are closedhospital/firehouse/police station/salon/tv3 station. 3)Worst experience is after waiting in line (beauty salon)-the staff did not tell the poor children waiting in line was going to closed. The kids were waiting for their turn for more than 40 mins and was just told to leave as it was closing. The kids wasted theirprecious time.

CSD spoke to her 1) Thanked her-told her that we have checked with management and we feel that its only right we give her a replacement visit 2)Told her that we don't normally do this however, as we believe Kidzania is made for family 3) Advise her to come on the weekdays, she responded and will be back soon.

case closed

Nature of Feedback Accident Satff Attitude Information Maintanance Attendance Human Resources Services Queuing time Total

Percentage (%) 0% 10% 22% 0% 0% 0% 34% 33% 100%

Feedback Statistic

atistic

Accident 0%

Satff Attitude 10%

Queuing time 33%

Information 22%

Maintanance 0%

Services 35%

Attendance 0% Human Resources 0%