Sustainability Report 2015/16

SHKP Club TheGroup set up theSHKPClub in 1996,representing the first and largestmembership club in Hong Kong established by property developers with over 360,000 members. The Club has proven to be an effective channel for two-way communication between the Group and the market for both online and offline platforms. Offering a wide range of property-related benefits and services for customers as well as shopping privileges, leisure activities and information, the Club fosters close communication with customers by conducting surveys, and strengthening e-communication through social media and other online channels. To strengthen relationships with members and to celebrate its 20th anniversary in 2016, a series of property incentives were offered to member-buyers. Exclusive events were also organized for members at iconic developments, and special-edition gifts were offered to members when they visited designated property developments. Also, a series of Love in SHKP Tour activities were organized with the Group’s shopping malls, hotels, telecommunication, transport and a theme park on show, in which members could experience their quality products and services. To echo the Group’s ideal of Building Homes with Heart, the Club also stages annual Loving Home campaigns to further promote domestic harmony among members and the general public on the Club website, its Cherish Your Family Facebook page and more, including: Roving exhibition Lovey-loving Family comics in the Home of Boundless Love campaign at SHKP malls that attracted more than 1,100,000 visits and posting ten special loving family home sentiments on the SHKP Club Cherish Your Family Facebook page, drawing 18,400 likes from fans, which promoted the concept to the public in lively ways; A Grateful Story of My Family competition that received 8,000 entries expressing thanks to families; Conducting a territory-wide family survey with the Hong Kong Family Welfare Society for public release, in which tips on how husbands, wives, parents and children can effectively communicate with each other were shared; Loving Home notebook charity sales received over HK$100,000 in donations; and Home maintenance and greenery parent-child workshop to share tips with members. Club Royal Club Royal was established in 2004 with more than 33,000 members around the world. The Club serves as a two-way communication channel, in particular between our hotel customers and the Group. We communicate with our members through various channels, including monthly newsletters, email and a telephone hotline, and also provide exclusive offers to our hotel customers. Safeguarding Customer Information The Group values customers’ rights to privacy and takes privacy issues seriously. It complies fully with all relevant laws and regulations, including the Hong Kong Personal Data (Privacy) Ordinance. Daily operations are guided by set policies and procedures, and all business units with access to personal data have Personal Information Collection statements. Documents containing confidential information are required to be stored securely or shredded. Guidelines for safeguarding data privacy while conducting surveys or Internet marketing are also provided to relevant parties. No substantiated complaints regarding breaches of customer privacy or losses of customer data from outside parties or regulators were received this year. Visit our SHKP Club: www.shkpclub.com As a channel for two-way communication between the Group and its customers Loving Home Exhibition engaging the community at Metroplaza SHKP Club 20th anniversary celebration parties at Ultima Value Created for Customers Sun Hung Kai Properties Limited Sustainability Report 2015/16 31