Sustainability Report 2019/20

Maintaining Close Communication with Customers We actively listen to and respond to our customers’ needs through a wide range of channels to drive continuous improvement in our products and services. The results of the latest customer engagement surveys show that our customer service teams from different units have received high customer satisfaction ratings throughout the years. Latest Result from Customer Engagement Surveys Driving Continuous Improvement Staff engagement is vital to continuous improvements of our products and services. We have introduced several award schemes to express our appreciation of their respective contributions. Our staff are also encouraged to gain industry recognition for their professional services through external award schemes. Quality-Raising Suggestion Scheme The scheme has been implemented for 26 years with the objective of encouraging innovative and viable suggestions from our staff in order to improve overall work efficiency and service quality. This year, the Quality Raising Gold Award went to a virtual mock-up developed by the Construction Department – BIM Team. The BIM Team leveraged on the BIM and virtual reality technology to replace the traditional mock-up models, which could achieve ultra-high image fidelity to facilitate the design process as well as reduce the cost and the use of resources during the revision of project designs. Best Handover Quality Award The handover of a property is an important step as it gives customers the initial impression of our product and service quality. As such, ‘Best Handover Quality Award’ was established to recognize the teams who deliver high-quality service and encourage continuous improvements among our staff. This year, St. Barths earned the ‘Best Handover Gold Award’ for offering the finest building quality, service quality and team spirit to new owners. Service & Courtesy Award We strive to offer premium customer service with the support of our customer care ambassadors to cater for the special needs and requirements of our mall customers. To encourage the professional development of our customer care ambassadors, we send ambassadors whose performance has been outstanding to participate in the Service & Courtesy Award, which is regarded as the ‘Oscar’ of the Hong Kong retail sector, organized by the Hong Kong Retail Management Association. This year, our customer care ambassadors from MOKO attained excellent results, having received two gold awards, one silver award, an Outstanding Performance Award and an Excellent Service Star, making us the first-ever mall to have received gold awards at both Supervisory and Junior Frontline Levels. 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: 95% Achieved ‘Good’ or ‘Excellent’ rating: 98% Achieved ‘Good’ or ‘Excellent’ rating: 98% Scored: 92 out of 100 1,497 Surveyed 586 Surveyed 4,336 Surveyed 17,083 Surveyed The Group also established customer-service protocols and operational procedures as part of its commitment to delivering premium services for its customers. A resolution system is in place to handle and address complaints and opinions received from shopping malls, offices and residential properties, which are then followed up by our teams from respective divisions within a reasonable time frame, subject to the nature of the respective complaints. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2019/20 27