Tropicana Corporation Berhad Annual Report 2019

Meeting Customer Expectations Customer Satisfaction Survey Results As a renowned industry player that delivers quality products and services, customer satisfaction is a key pillar in our business. In sustaining service excellence that meets customer expectations, we strive to create a sense of pride in owning a Tropicana property, both locally and abroad. We are also working to strengthen our brand reputation on a global platform. To achieve this, we maintain an open communication between the Group and our customers via satisfaction surveys and the T360 app. We analyse and adapt to the evolving trends within the property market via Customer Satisfaction Surveys (“ CSS ”) issued during the vacant possession (“ VP ”) period. The CSS also facilitates our ability to continuously improve the products we build in the future and remain competitive in the industry. Results of the FY2019 CSS are as presented in the following section. By end of FY2019, a total of 4,106 CSS forms have been distributed to our customers upon project VP at our key developments which are Tropicana Aman, Tropicana Gardens, Tropicana Metropark and Tropicana Heights. On the whole, we maintained a high feedback rate of 94% (3,858 responses) across the four key projects which were compiled, analysed for improvement and complaints addressed. In addition to the CSS engagement method, our customers were contacted via email, telephone calls, the T360 app and WhatsApp for updates on any upcoming community events hosted by the Group. To report any grievances, we provide a reporting avenue via the T360 app and the General Feedback Management (“ GFM ”). We follow strict guidelines in addressing any reported grievance cases and verify each case via a structured grievance mechanism as illustrated. Customer Satisfaction Survey Criteria Environment & Community Material Quality Workmanship Quality Design Quality Development Concept CSS Distributed Response Rate Would buy another Tropicana product Are you satisfied with our products and services? Would recommend Tropicana products to friends or family Of response rate consisted of complaints Of complaints were resolved by end FY2019 Tropicana Aman – Arahsia Tropicana Aman – Bayan Tropicana Gardens – Arnica Tropicana Aman – Cheria Tropicana Gardens – Bayberry Tropicana Gardens – Cyperus Tropicana Metropark – Pandora Tropicana Heights – Parkfield Tropicana Metropark – Paloma Tropicana Heights – Ridgefield 431 370 336 268 413 405 627 471 585 200 94% 94% 93% 80% 93% 93% 97% 99% 94% 96% 83% 74% 97% 88% 84% 86% 82% 97% 90% 91% 89% 86% 79% 96% 62% 93% 55% 75% 65% 98% 19% 23% 11% 6% 17% 18% 23% 22% 19% 28% 99% 95% 100% 77% 98% 100% 100% 94% 96% 100% Sustainability Statement Tropicana Corporation Berhad Annual Report 2019 About Tropicana Our Strategic Performance Our Leadership pg 68