Sustainability Report 2021/22

Value Created for Customers Motivating Service Improvement Our staff play a valuable role in the continual improvement of our products and services. We recognize their hard work through salary adjustment, promotions and team awards. We also nominate our shopping-mall frontline teams for external awards, to learn from other top talents in the industry. Quality-Raising Suggestion Scheme This reporting year was the 28th of our scheme to encourage employees’ innovative suggestions for efficiency and service quality. The Quality-Raising Gold Award went to the Rotational Bridge Launching project developed by Sanfield. The technique was adopted at a Yuen Long project to link The YOHO Hub and Yuen Long Station, which helped greatly reduce the construction time of the bridge and thus minimizing impacts on the local residents. This also made us become the first property developer in Hong Kong to introduce this technique. For more details, please refer to the case study in Value Created for Supply Chain section. Best Handover Quality Award The handover of a property is important: it gives customers a first impression of our product and service quality. Our Best Handover Award recognizes teams that have achieved outstanding performance in this key area. This year, Wetland Seasons Park earned the award for offering the finest building quality, service quality and team spirit to new owners. Service Talent Award Our shopping malls’ premium customer service is widely recognized by the industry. The Service Talent Award, bestowed by the Hong Kong Retail Management Association, is hailed as the Oscars of the retail trade. This year, SHKP malls and the Customer Care Ambassador teams clinched over 80 awards and other recognitions, including Gold and Bronze in the Retail Excellence Awards. For individual awards, two staff won the Gold Award in the Junior Frontline Level; and six SHKP shopping malls’ customer-care ambassadors won the Silver, Bronze and outstanding performance awards. 14 customer-care ambassadors got full marks under the mystery shopper assessments and were named Excellent Service Stars. APM, Metroplaza and YOHO Mall won Gold, Bronze and a certificate of merit, respectively, in the Retail Excellence Award. Our three properties appeared in the My Favourite Top 10 Outstanding Service Retail Brands, voted by the public. Five properties won the first Top 10 Outstanding Flagship Service Stores Awards. We have always put a lot of effort into innovation and enhancing the service quality of our managed properties with the integration of IoT and the facility management system. The management system, thus, can respond to environmental changes in real time, increasing the efficiency of resources and improving the quality of our property management services. All these allow us to provide excellent property management services to our customers. For more details, please refer to Appendix I – Awards, Memberships and Charters session. Best Property Safety Management Award SHKP is committed to providing a safe and healthy environment for all its stakeholders, including customers and tenants. We received numerous awards in the Best Property Safety Management Award in recognition of implementing an effective safety management system and outstanding achievements in occupational safety and health. Oscar by the Sea was awarded Gold in the Residents’ RMAA Works Safety Enhancement and Silver in the Best Property Management Award. 35 Sun Hung Kai Properties Limited • Sustainability Report 2021/22