2012 Annual Report - Media Prima Berhad

How do the research and ratings work
Nielsen conducted an establishment survey to determine the
TV population and media users among 10,000 adults in
Peninsular Malaysia. The findings serve as a guide to avoid
an uneven skew and to align the sample with the
demographics provided by the Statistics Department of
Malaysia. General demographics such as gender, age,
race, location, population size and household Income are
obtained. Other areas critical to TV viewing are also covered
including clarity, ownership of satellite TV and number of
television sets.
CUSTOMER SATISFACTION
Media Prima complies with the rules and regulations
established by the General Consumers Code 2003. A
Customer Complaint process and a Customer Satisfaction
rating have been established throughout the Company to
ensure high standards of programming.
Media Prima’s complaints process is managed by the Brand
Management Group which has been established under the
General Consumer Code. Media Prima complies with the
Malaysia Communications and Multimedia Commission
(MCMC) policy on customer feedback. We ensure that 90%
of all complaints are resolved within 15 days.
WIDENING OUR CUSTOMER PLATFORM
Tonton.com.my, the number one Malaysian video portal
was launched in August 2010 and is developed for a worldclass
video viewing experience that sits on an intelligent
platform. The video portal serves as an integrated catch-up
TV service that previously resided on several different TV
portals. It enables Media Prima to deliver even more
content, user interactivity and personalisation to the market.
2012 has been a remarkable year for Tonton. Integration
evolved into providing live streaming on global events with
360 degree engagement with TV, radio, print to social
media platforms. It is now the one stop destination for
local news from Media Prima TV Networks (TV3, ntv7, 8TV
and TV9). The LIVE TV Service (TV Everywhere) allows
viewers to stream Media Prima TV channels live via their
computers, tables or smartphones. In addition, Tonton
Player on Harian Metro’s website (www.hmetro.com.my) is
also being developed as part of the Group’s effort to
sustain an integrated media platform.
Tonton’s management team adopts special content
management and scheduling processes to ensure Tonton’s
content continues to be attractive, relevant and in-demand.
Programmes featured are highly dependent on the weekly
viewership appeal. These include the most talked-about
show of the week or the day, new content not available on
TV channels and other bonus packages. Our programme
scheduling is based on site analytics studies which show
internet traffic trends. Tonton consults current trends before
formulating programme schedules. The management team
also reviews our programmes regularly to deliver a broad
spectrum of programmes which are suitable for all
demographic groups.
In 2012, emphasis was placed on widening the reach of
Tonton. Tonton joined all ground events organised at
Media Prima to create brand identity and promote public
awareness. We are pleased to report a good response
from these activities with an average of 50 to 100 new
account registrations being received per hour at each
event.
SUSTAINABLE PROCUREMENT
Media Prima’s Supplier Code of Conduct outlines ethical
standards which must be practiced by all supply chain
partners. We ensure that our supply chain partners comply
with all relevant statutory requirements before appointing
them. We have implemented detailed supplier selection
guidelines which assess the following five core criteria:
Five core criteria for supplier selection guidelines
Conformance
and other
after sales
service
Payment
Terms
Supplier
quality of
products or
services
Suppliers
Selection
Guidelines
TELEVISION
NETWORKS
RADIO OUTDOOR
NETWORKS
Competitive
Price
Offerings
Delivery
Lead Time
On occasion, green elements are requested from a service
provider who must comply with the requirements as
specified under the job description. A supplier’s evaluation
process is conducted upon project completion. During this
process, performance gaps are highlighted and feedback is
provided to each supplier for future improvements.
PRINT
CONTENT
CREATION
NEW MEDIA
73
annual
report
2012
From Our Perspective Who We Are Our Strategy & Achievements Our Performance Our Responsibility Our Leadership Corporate Governance The Financials Additional Information