Sustainability Report 2023/24

CASE STUDY Improving our Products and Services Thorough audits assess the management services delivered by our employees. Hong Yip, for example, uses mystery shoppers, a VIP and Complaint Audit, a Mentorship Scheme Audit and a District Instructors Audit to drive continuous improvement. We value the contributions of our employees to our products and services, and acknowledge their efforts through salary adjustments, promotions and team awards. Alongside internal competitions and awards, we nominate our frontline teams for external recognition and awards. Prioritizing Customer Needs and Expectations Ongoing engagement with our customers helps improve the quality of our products and services. We gather and analyze their feedback regularly – through channels such as the customer satisfaction survey – to address their concerns accurately. Annual Customer Satisfaction Survey Results - Rated Us ‘Good’ or ‘Excellent’ Quality- Raising Suggestion Scheme This scheme – now in its 30th edition – encourages employees’ innovative suggestions for efficiency and service quality. For more details, please refer to the Value Created for Supply Chain section Best Handover Quality Award Handovers are important because they create the initial impression of our property and service quality for customers. We reward teams that deliver exceptional handover experiences. This year, KENNEDY 38 earned the title Service Talent Award Our malls have a well-deserved reputation for exceptional customer service. During the reporting year, our malls and staff earned more than 20 awards in the Service Talent Awards – often referred as the Oscars of the retail industry and presented by the Hong Kong Retail Management Association. For details on our awards, please refer to Appendix I Hong Yip Innovative Suggestion Scheme Competition This competition encourages staff to think out of the box and propose solutions to real-life challenges. Initiatives, such as the Star of Service Excellence Election and Appreciation from Customers with Heart recognize and motivate our staff to deliver consistently high quality service 2 Hong Yip’s and Kai Shing’s satisfaction targets for FY2023/24 are respectively a minimum of 90% and 100% of ‘Good’ or ‘Excellent’ ratings from homebuyers, office tenants and shopping mall tenants. Mental Health • Easily accessible slot balconies offer a tranquil green space for relaxation and rejuvenation of the body and mind • Outdoor areas, such as podium gardens, roof gardens and observation decks facilitate social interactions and promote healthy communities Accessibility • Accessible public spaces are provided to cater to the needs of all individuals • Barrier-free facilities accommodate the needs of customers and tenants Biophilic Design • Natural elements, such as plants and vegetation, are integrated into building design. • Native species and plants that attract butterflies and birds to nest are introduced • A low chemical-use policy is established to recreate urban habitats and ecosystems Homebuyers 2 12,389 surveyed 98% Office Tenants 2 1,551 surveyed 99% Shopping Mall Tenants 2 6,866 surveyed 99% Hotel Guests 13,900 surveyed 91% Sun Hung Kai Properties Limited | Sustainability Report 2023/24 < 66 > Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for the Environment Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices