Sustainability Report 2020/21

Customer-service protocols and procedures are part of our commitment to delivering premium services. A resolution system handles and addresses complaints, while all feedback from shopping malls, offices and residential properties is followed up by relevant divisions within a reasonable time-frame, subject to the nature of the feedback. Customer service training enhances our staff’s skill in handling complaints and challenging situations. 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: 99% Achieved ‘Good’ or ‘Excellent’ rating: 99% Achieved ‘Good’ or ‘Excellent’ rating: 99% Scored: 91 out of 100 10,602 Surveyed 1,359 Surveyed 6,635 Surveyed 15,931 Surveyed scooped 15 major awards. Apart from staff awards, SHKP malls also clinched a number of team awards, including The Best Team Award (Top 3) for New Town Plaza I and Potential Brand Award – Bronze for Harbour North. As voted by judges and the public, YOHO MALL was awarded Top 10 Outstanding Service Flagship Store and APM was awarded Top 10 Outstanding Service Retail Brands. Meanwhile, Landmark North and Metroplaza won Retail Anti-Pandemic Award – Merit, recognizing their smart, innovative measures and extra cleaning during the pandemic. Maintaining Frequent and Timely Customer Engagement Feedback from customers enables us to provide better products and services that suit their needs. The high satisfaction rates we have maintained over the years drive our ongoing improvement. This year, complementing our channels for customers to voice their concerns, we simplified procedures and promoted closer communication by publishing QR code surveys in our residential developments, shopping malls and commercial buildings. Latest Result from Customer Engagement Surveys SHKP Club To create long-term and effective two-way communication with customers, we established the SHKP Club in 1996. We were Hong Kong’s first developer to establish a loyalty club, and it remains the largest of its kind, with more than 430,000 members. The club provides property-related benefits, information and engagement activities, to promote a ‘loving home’ for potential and existing customers. It also collects customer feedback via surveys, social media, • New online workshops and webinars were launched for SHKP Club members with the theme Loving Home in Harmony this year experiential activities and other online means. Amid the pandemic, the Club’s Loving Home Campaign features an array of online interactive initiatives with the theme of Loving Home in Harmony. Webinars, online workshops and other activities were launched to foster a more caring and harmonious community: • Property information was delivered through virtual tours and social media links to facilitate communication Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2020/21 32