Sustainability Reports 2022/23

Other External Awards We are dedicated to ensuring a safe and healthy environment for all stakeholders, including customers and tenants. Our efforts in effective management and occupational health and safety have earned several awards in The 10th Best Property Safety Management Award by the Occupational Safety and Health Council. Chelsea Court took Bronze in the Best Property Management Award - Residents’ RMAA Works Safety Enhancement category. Aegean Coast and Greenfield Garden won Bronze and Merit, respectively, for Best Promotion Award for Light-Duty Working Platforms. In the same category, the two also won Special Mention for Creativity in Promotion. For other external awards recognizing our excellent products and services, please refer to Appendix I – Awards, Memberships and Charters . Keeping Our Customers’ Needs in Mind We aim to continually improve our products and services via regular engagement with our customers. To address and prioritize their concerns, we collect suggestions and feedback regularly, via channels such as customer satisfaction surveys. Annual Customer Satisfaction Survey Results Encouraging Product and Service Improvement Comprehensive audits ensure that management services provided by our employees meet the company’s standards. Hong Yip, for example, uses mystery shopper evaluations, a VIP and Complaint Audit, a Mentorship Scheme Audit and a District Instructors Audit to promote ongoing improvement. Our employees contribute greatly to enhancements of our products and services. Their efforts are recognized with salary adjustments, promotions and team awards. Alongside internal competitions and awards, we nominate our frontline shopping mall teams for external awards. Quality-Raising Suggestion Scheme The 29th edition of our Quality-Raising Suggestion Scheme inspired innovative ideas for efficiency and service quality from our people. The Gold Award went to a VR application for customers. Using Matterport photography software developed by our subsidiary Lik On Technology, it provides 3-D panoramic scanning, online or voice navigation, synchronous navigation, online promotions and shopping carts based on customers’ locations, interactive games and more. For more details, please refer to the Value Created for Supply Chain section. Best Handover Quality Award The handover of a property is crucial, because it provides the initial impression to a customer of our product and service quality. The Best Handover Award is given to teams that demonstrate exceptional performance in this area. This year, Wetland Seasons Bay was awarded. Service Talent Award Our shopping malls are renowned for exceptional customer service. Service Talent Awards – the Oscars of the retail trade, awarded by the Hong Kong Retail Management Association – have been presented to our shopping malls and Customer Care Ambassador teams. During the reporting year, our shopping malls received more than 20 awards. For more details, please refer to Appendix I – Awards, Memberships and Charters . Hong Yip Innovative Suggestion Scheme Competition The Hong Yip Innovative Suggestion Scheme Competition encourages our staff to make bold and creative proposals that will drive our improvement. Star of Service Excellence Election and Appreciation from Customers with Heart encourage staff to continue providing quality service through innovation. 12,212 surveyed 1,634 surveyed 12,806 6,724 surveyed surveyed Homebuyers 2 Shopping Mall Tenants 2 Office Tenants 2 Hotel Guests rated us ‘Good’ or ‘Excellent’ 89% rated us ‘Good’ or ‘Excellent’ 98% rated us ‘Good’ or ‘Excellent’ 99% 98% rated us ‘Good’ or ‘Excellent’ We meticulously adhere to our customer service procedures and protocols. All feedback received from shopping malls, offices and residential properties is addressed by relevant divisions within a reasonable timeframe. A resolution system addresses customer complaints. We train our staff to handle customer complaints and challenging situations. 2 Hong Yip and Kai Shing have set satisfaction measurement targets for homebuyers, office tenants and shopping mall tenants for 2022/23. The average satisfaction measurement target is to achieve at least 95% ‘Good’ or ‘Excellent’ rating for all three categories. Sun Hung Kai Properties Limited Sustainability Report 2022/23 51 Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices Value Created for the Environment