During the 2024 Customer Service Week, which coincided with MSD's 30th anniversary celebrations, a total of 18 customers were visited across all MSD zones and discussed various issues to improve the services provided by MSD as well as customer relations and collaboration.

Speaking after the activities, Director of Supply and Operations Victor Sungusia explained that, since MSD values the great contribution of ideas provided by its customers in making improvements to service delivery, they decided to follow them to the centers, instead of waiting for stakeholder meetings, in order to also see for themselves the actual state of the services they provide, especially to get feedback on the equipment they supplied.

In all customer areas visited by MSD, stakeholders and MSD customers have expressed their satisfaction with the efforts of MSD management to improve services and operations in general, referring to the actual level of satisfaction with the availability of health products at the facilities, which to date has reached an average of 92 percent.

In addition, these customers have expressed satisfaction with the communication systems between them and MSD, the quality of health products purchased and distributed by MSD, the timely arrival of health products, and the strengthening of supply chain systems from requesting health products to receiving and delivering modern equipment and machines that were previously difficult to obtain.

In addition to visiting customers, some of MSD customers visited our Zones and saw for themselves how MSD carries out its health product supply chain responsibilities, where they also visited health product storage warehouses and saw the entire activities of receiving, storing, and issuing health products carried out in the warehouse.

Immediately after both visits, MSD, together with its stakeholders and customers, cut a cake and ate together, as a sign of strengthening the partnership between the two parties. Some of the Zones also handed over health products that were on the distribution calendar, presented various gifts, donations and had a meal together with the stakeholders.

In another step, all MSD Zones, participated in acts of compassion by providing various social services to the needy (CSR) in hospitals