Tropicana Corporation Berhad Annual Report 2017

SUSTAINABILITY SUSTAINABILITY SEC 1 • SEC 2 • SEC 3 > SEC 4 < SEC 5 • SEC 6 SEC 1 • SEC 2 • SEC 3 > SEC 4 < SEC 5 • SEC 6 52 53 TROPICANA CORPORATION BERHAD / Annual Report 2017 TROPICANA CORPORATION BERHAD / Annual Report 2017 For a detailed breakdown of Tropicana’s 2017 and 2016 comparative financial results, please refer to the following sections in our Annual Report 2017: • Management Disclosure and Analysis: pages 22 to 29 • Performance at a Glance: pages 30 to 31 • Financial Highlights and Insights: pages 32 to 33 • Value Added Statement: page 34 • Audited Financial Statements: pages 80 to 184 We aspire to reach new heights and constantly adapt in our ever-changing business environment. Economic Contributions: ECONOMI C PERFORMANCE Since our incorporation in 1979, Tropicana has emerged as a rapidly evolving Group with diversified business interests within the real estate market, including property and resort development, property investment and investment holding. Today, 90% of the Group’s revenue is generated through property development. Currently, Tropicana’s landbank is strategically located in the Central, Northern and Southern regions of Malaysia. For the financial year ended 31 December 2017, Tropicana registered a revenue of RM1.9 billion while its profit before tax stood at RM288.8 million. Backed by its vision of becoming one of the leading property developers in the country, Tropicana remains focused on delivering long-term sustainable growth and shareholders’ value. Tropicana Gardens comprises four residential towers, a shopping mall and an office tower surrounded by lush greenery and a scenic lake As we work towards redefining the art of living for Malaysians, Tropicana has invested its efforts in not just meeting, but exceeding market expectations by delivering quality products and services. Cognisant of this, we have placed our customers’ needs at the epicentre of all our decisions and actions. From increasing awareness on our various developments to after-sales interactions, we remain committed towards delivering a wide range of quality products and services as this in turn enhances our reputation in the market and impacts positively on our financial performance. To gain deep insights from our customers, we have established a culture of systematically drawing their feedback and obtaining assessments on the quality of our products and services through a Customer Satisfaction Survey (“CSS”) which is conducted upon delivery of vacant possession of each property. Each feedback received is viewed as areas for constructive improvement and these are measured based on five key aspects as shown in the diagram above. In FY2017, we received a total of 1,294 CSS forms out of a total of 1,376 units from three of our key project vacant possessions (“Key Projects”), namely Arnica Serviced Residences and Bayberry Serviced Residences at Tropicana Gardens as well as Pandora Serviced Residences at Tropicana Metropark. To primarily understand and assess the quality of our projects, we also directed survey questionnaires to ascertain the likelihood of customers’ recommending our products to others as well as their level of satisfaction with our products and services. Social Engagement: PRODUCT AND SERV I CE RESPONS IBI L I TY Through our CSS forms, 86.9% of respondents were satisfied with our products and services, whilst 62.9% expressed their intent on recommending Tropicana to their friends and families in the future. Customer Satisfaction Survey Are you satisfied with our products/services? (Number of “YES”) Will you recommand TCB to your family/friends? (Number of “YES”) Tropicana Metropark – Pandora Serviced Residences 84% 50% Tropicana Gardens – Bayberry Serviced Residences 83% 62% Tropicana Gardens – Arnica Serviced Residences 97% 79% SUSTAINABILITY STATEMENT SUSTAINABILITY STATEMENT Tropicana registered a revenue of RM1.9 billion Profit before tax stood at RM288.8 million DEVELOPMENT CONCEPT WORKMANSHIP QUALITY ENVIRONMENT & COMMUNITY DESIGN QUALITY MATERIAL QUALITY TROPICANA CORPORATION BERHAD Annual Report 2017 ABOUT TROPICANA STRATEGIC PERFORMANCE LEADERSHIP SUSTAINABILITY GOVERNANCE FINANCIAL STATEMENTS OTHER INFORMATION