Sustainability Report 2018/19

Responding to Customers’ Feedback We consider customer opinions vital for improving business development and are committed to listening to our customers’ concerns through different channels. According to the latest customer engagement surveys, our operations from different units have received positive feedback for their top-quality customer service and ability to maintain consistent customer satisfaction rates throughout the years. In particular, after the onslaught of Hong Kong’s most severe typhoon, Mangkhut, in September 2018, our property management subsidiaries were highly praised by residential and office tenants for their professional and timely care and service while the typhoon hit the territory. Latest Result from Customer Engagement Surveys The Group is dedicated to delivering quality services to our customers by also establishing customer-service protocols and operational procedures. For example, a resolution system has been established to handle complaints and act on opinions from shopping malls, offices and residential properties. Comments and suggestions are carefully considered within a reasonable time frame by our teams from respective divisions, subject to the nature of the complaint. Value Created for Customers Performance of Hotels All Complaints Response within 48 hours Performance of Property Management Emergency Complaints Immediate response Verbal Complaints Verbal response within 10 minutes Written Complaints Written response within 10 working days Homebuyers Office tenants Shopping mall tenants Hotel guests Achieved ‘Good’ or ‘Excellent’ rating: 97% Achieved ‘Good’ or ‘Excellent’ rating: 98% Achieved ‘Good’ or ‘Excellent’ rating: 98% Scored: 91 out of 100 1,640 Surveyed 522 Surveyed 3,861 Surveyed 18,412 Surveyed While the government proactively promotes ‘Smart City’ development, SHKP has also been encouraging the introduction of different types of new technologies and designs to enhance overall product quality and efficiency in support of the ‘Smart City’ initiative. Our Construction - Land Survey team applied the principle Case Study : Realistic 3D Models Support the Company’s Smart City Developments of aero-photography in their development of a realistic 3D model, substantially improving architectural design, tendering and land-supervision work. Innovative Technological Application With the use of the 3D models, we can easily navigate site safety facilities and construction progress while ensuring that all our construction work is in line with the initial design during the development phase. This is all made possible by analysing aerial photos and relevant 3D data captured from drones using computer programming to produce a realistic 3D model that generates images of a project from different angles and distances. This 3D modelling technology can also be incorporated into Building Information Modelling (BIM), which provides our teams with a better understanding of future views from different floor levels of relevant projects upon completion in order to make strategic arrangements that are aligned with the Group’s development. Immense Potential for Future Developments and for the Industry Realistic 3D models are already being applied for our future development projects and tendering process. The Group will continue to provide necessary support to our property development teams as they explore innovative ideas for smart digital-management solutions in future developments with the aim of bringing positive changes within the industry. For more about the realistic 3D models, please watch the video here. • Our Construction – Land Survey team receives the ‘Quality Raising Gold Award’ in 2019 for its introduction of drones and realistic 3D technologies in project tendering and during developmental stages Sun Hung Kai Properties Limited • Sustainability Report 2018/19 26