Sustainability Report 2021/22

Value Created for Customers Homebuyers Office tenants Shopping mall tenants Hotel guests 98% rated us ‘Good’ or ‘Excellent’ 99% rated us ‘Good’ or ‘Excellent’ 99% rated us ‘Good’ or ‘Excellent’ 90% rated us ‘Good’ or ‘Excellent’ 12,396 surveyed 1,586 Surveyed 6,885 Surveyed 11,911 Surveyed 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 Listening to Our Customers We seek to continually improve our products and services, and thus increase our competitiveness. We regularly seek our customers’ advice, feedback and priorities to refine our focus on the issues that matter to them. Customer Satisfaction Surveys are among the ways that feedback is captured. Latest Result from Annual Customer Satisfaction Surveys We closely follow customer-service protocols and procedures. 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 timeframe, subject to the nature of the feedback. Customer-service training enhances our staff’s skill in handling complaints and challenging situations. We value all customers and aim to provide quality services to them. Visually and hearing-impaired people visit SHKP malls, some of whom may be our residents, so Hong Yip and its People Development Academy hold regular training workshops on diversity and inclusion. Our employees learn sign language and techniques for guiding the visually and hearing-impaired, to provide appropriate services to customers with particular needs. In addition, we will add more barrier-free facilities at our properties to address the special needs of the customers. SHKP Club The SHKP Club, which facilitates two-way communication between members and the Group to build long-term relationships, was established in 1996. It was Hong Kong’s first property developer loyalty club and remains the largest of its kind with over 470,000 members. We provide members with the latest information and related offers on properties, shopping malls and other businesses of SHKP, and promote the idea of Loving Homes. The Club also collects real-time feedback from customers via online and offline channels such as surveys, Zoom and social media. SHKP Club broadcast its prize presentation to bring winners and their families together Online workshops were presented for members to enhance their home lives 36 Sun Hung Kai Properties Limited • Sustainability Report 2021/22