SHKP Sustainability Report 2024/25

58 Sun Hung Kai Properties Limited | Sustainability Report 2024/25 Enhancement on Products and Services Quality Thorough audits are conducted to evaluate the management services provided by our employees. Hong Yip implements service evaluation methods for continuous improvement, including mystery shoppers, VIP and Complaint Audits, Mentorship Scheme Audits and District Instructors Audits. We recognize employee excellence in our products and services through salary adjustments, promotions, team awards, and external award nominations for frontline mall teams. Fulfilling Customer Needs and Expectations We maintain customer engagement through systematic monitoring of tenant turnover and eviction rates, while considering socio-economic and market trends, and ongoing improvement to pursue excellent services. Further retention strategies based on our analysis, such as communication enhancement and relationship-building activities, enhance tenant satisfaction and encourage long- term residency. By regularly collecting and analyzing feedback through multiple channels, including customer satisfaction surveys, we gain valuable insights to effectively address their needs for service enhancement. Annual Customer Satisfaction Survey Results - Rated Us ‘Good’ or ‘Excellent’ Our structured customer service framework ensures response to feedback across malls, hotels, office and residential properties within a reasonable time. This is supported by a dedicated complaint resolution system and extensive staff training in effective complaint management and conflict resolution. We maintain systematic communication and analysis of feedback across multiple channels to identify service improvements and training needs. Quality-Raising Suggestion Scheme 31 years of fostering employee innovation in submitting creative ideas for efficiency and service improvements. Additional information can be found in the case study within the Value Created for Supply Chain section Service Talent Award Our mall teams received more than 30 awards at the Hong Kong Retail Management Association’s prestigious Service Talent Awards during the reporting year, demonstrating sector-leading customer service. Further details are available in Appendix I Hong Yip Innovative Suggestion Scheme Competition This programme encourages operational innovation through initiatives like the Star of Service Excellence Election and Appreciation from Customers with Heart Best Handover Quality Award Recognizing excellence in property handovers, with NOVO LAND Phase II achieving outstanding performance this year Hotels Systematic monitoring of online travel platform reviews to enhance service delivery Multi-channel insight gathering through loyalty programmes, birthday initiatives, courtesy calls and direct engagement Residential Properties Management Service Brainstorming Sessions facilitating open dialogue Hong Yip’s regular resident tea gatherings enabling one-on-one feedback on estate management Commercial Properties Work e-easy and Mall e-asy mobile apps allow tenants to provide service feedback SoPropBiz’s innovative platform features an automated tenant feedback system, which enables instant routing to area managers and designated email accounts for timely resolution 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 97% 12,808 surveyed Homebuyers 2 99% 1,444 surveyed Office tenants 2 99% 7,152 surveyed Shopping mall tenants 2 93% 11,791 surveyed Hotel guests 3 2 Hong Yip’s and Kai Shing’s satisfaction targets for FY2024/25 are respectively a minimum of 90% and 100% of ‘Good’ or ‘Excellent’ ratings from homebuyers, office tenants and shopping mall tenants. 3 Figures for customer satisfaction survey only cover guests from Royal Brand Hotels, except ALVA Hotel by Royal, as it has suspended its customer survey this year. We will explore the feasibility to include our franchise hotels in the future. All complaints Response within 48 hours Emergency complaints Immediate response Verbal complaints Verbal response within 10 minutes Written complaints Written response within 10 working days Hotels Property Management 48