CUSTOMER ORIENTATION

We are committed to delivering high-quality services and products with a focus on providing exceptional experiences and fulfilling customers’ needs from our diverse portfolio.

Our rigorous quality management mechanisms constantly drive our service and product excellence. Through proactive customer engagement, we understand and address our customers’ needs and expectations.

In 2020, satisfaction surveys were conducted in cities including Beijing, Shanghai, Hangzhou, Shenzhen and Hong Kong, the overall satisfaction rate was 99.2%.

We, as custodians of space where people gather and live, are committed to the health and safety of our customers, including tenants, shoppers, and residents.

We enhanced our security management through new installations and smart technology. To minimize security risks, we installed face and license-plate recognition cameras as well as self-service visitor ticket dispensers at selected properties. These advanced technologies help reduce security vulnerabilities and ensure better control over visitors and occupants’ access rights.

We also cater to the wellness of our customers by keeping our buildings healthy and safe. Monitoring air quality, and maintenance of air filtering systems are performed regularly to ensure good indoor air quality at our premises.