Sustainability Report 2015/16

Property handover team conducting at least three checks of over 70 items Strategies and Management Building Homes with Heart encapsulates the Group’s goal of offering customers a better home for their future. It creates value by prioritizing customer needs and striving for quality, innovation and sustainability in products and services. In order to understand their needs and create enduring value for their homes, the Group communicates with customers through different channels, including the SHKP Club and Club Royal, to seek their opinions on our products and services. Our detailed customer service protocols cover all aspects of the value chain for our customers, including satisfaction, health and safety, and privacy. Pursuing Excellence in Products and Services Building Homes with Heart The Group’s philosophy is to develop properties of the finest quality and offer first- class services to customers. Our commitment to excellence is exemplified by our detailed monitoring systems at each stage of property development, complemented by a comprehensive feedback mechanism from design to after-sale to ensure that we provide an impeccable level of service quality to our customers. As evidence of our commitment to building a better future for our customers and providing them with an extra level of assurance, the Group has led the industry by offering a three-year guarantee on all new residential developments since 2013. The Group’s definition of quality is to ensure a great experience for all customers and place top priority on equal access. A scoring and checklist system has been designed to evaluate the types of barriers to facilities in properties and the property management teams are constantly reminded to continually upgrade amenities where necessary and feasible. Design: Anticipate customer needs based on years of property development experience Construction: Make strict quality assessments in materials selection Hire licensed, experienced workers with high awareness of safety and quality Pre-sale: Have qualified professionals check building quality benchmarked against stringent standards Form project monitoring teams to conduct quality audits and ensure that properties are defect-free Handover: Prepare six months in advance by conducting at least three checks of over 70 items Have inter-departmental property handover team provide complete, accurate and clear information to buyers After-sale: Continuous health and safety monitoring and review by qualified personnel in all properties managed Three-year guarantee for residential buyers Solicit customer feedback to drive continuous improvement Value Created for Customers Sun Hung Kai Properties Limited Sustainability Report 2015/16 26