Tropicana Corporation Berhad Annual Report 2020

In FY2020, we distributed a total of 4,344 customer satisfaction surveys (“CSS’) and received more than 93% response rate across 12 projects. Satisfaction surveys are critical for the Group to understand the expectations of our customers. The CSS also gives us insight on areas to improve in our business operations as well as identify consumer trends for our future projects. Despite receiving several complaints upon project VP, we work diligently with our customers and contractors to address these issues as fast as possible. We are pleased to announce that more than 80% of customers complaints have been addressed throughout the financial year and we strive to continue improving our practices in the coming years. Customer Satisfaction Survey Name of Project Tropicana Brand Rating (1-5) Tropicana Product Recommendation to Friends & Family Survey Response Rate Complaints Received Complaints Resolved Tropicana Aman - Arahsia 3.5 87% 94% 21% 95% Tropicana Aman - Bayan 3.9 86% 95% 32% 84% Tropicana Aman - Cheria 4.0 95% 98% 47% 82% Tropicana Gardens - Arnica 4.5 79% 93% 11% 100% Tropicana Gardens - Bayberry 3.9 62% 94% 17% 100% Tropicana Gardens - Cyperus 3.9 86% 94% 23% 99% Tropicana Gardens - Dianthus 4.1 89% 95% 36% 100% Tropicana Metropark - Pandora 4.4 55% 97% 24% 99% Tropicana Metropark - Paloma 4.7 65% 94% 21% 99% Tropicana Heights - Parkfield 4.0 76% 99% 23% 97% Tropicana Heights - Ridgefield 4.4 98% 95% 43% 99% Tropicana Cheras - Phase 3 4.2 100% 100% 0% 0% Tropicana believes that digital transformation is not a way to stay competitive—it is fast becoming a key driver for success in this 21 st Century economy. Digitisation touches every element of our business, from our data centre to customer engagement platforms. Digitalisation is not just the future, but the present. Tropicana remains committed in its efforts to digitise business operations by formulating strategies and frameworks that paves the way to develop digital solutions for many of its operations throughout the Company’s supply chain. Business Digitalisation Innovating Customer Engagement Without a doubt, the age of digital transformation was further accelerated due to the pandemic in the last financial year and advancement in technology will only continue to transform the way organisations and businesses operate in the future. Our daily operations include frequent engagement with customers who are looking to find the perfect home from our Sales and Marketing team or require property-related services from our customer care unit (“CCU”) and vacant possession (“VP”) team. Changes to working arrangements and customer interaction further fueled our drive to innovate our daily operations to ensure that the efficiency and effectiveness of our business remains uncompromised. Optimising Employee Management As a follow up to the newly improved Human Resource Management System (“HRMS”) we adopted in FY2019, several new features were added to the platform to further streamline in-house processes and optimise the Group’s employee engagement measures. Data Privacy The Group fosters the utmost respect for customer rights and privacy, fully adhering to the Personal Data Protection Act (“PDPA”) 2010. The same protection is extended to our employees and all other stakeholders within our supply chain. The nature of our business involves large volume of daily interactions with different groups of stakeholders across various communication platforms. In this regard, we remain cognisant of the importance of data privacy to protect any sensitive information that was disclosed and retained for business purposes. Throughout FY2020, Tropicana received zero complaints related to breach of data privacy or personal information from all stakeholders. Any retention of information will require consent from our stakeholders for any transactions related to the Group’s business. To meet this demand, we embarked on a journey to enhance our customer experience by introducing the Tropicana 360 (“T360”) app – a brainchild of Tropicana that seamlessly integrates customer service and informative updates on the Group’s developments. Our internal Group IT team have worked tirelessly to tailor the T360 app to meet customer demand by considering their feedback for areas of improvements and preferred features. To date, the response to our T360 app has borne promising results garnering multiple downloads in its early stages. Name of Project App Downloads by Homeowners (%) Tropicana Cheras (Phase 3) 76.31 Tropicana Danga Cove (Oasis 3) 4.84 Tropicana Danga Cove (Ayera 1) 32.96 Tropicana Gardens (Cyperus) 99.75 Tropicana Gardens (Dianthus) 18.00 Tropicana Aman (Cheria) 94.46 Tropicana Aman (Sinaria) 100.00 Tropicana Heights (Ridgefield) 98.00 The Residences 96.80 Updates to the T360 Throughout FY2020 • • Major revamp of the entire app for Android and iOS devices • • Property module updates: – – Established a community group chat – – Improved announcement platform • • Clubhouse module updates: – – Facilities booking – – Established an Events & Promotion section – – Facilities-related updates – – Established a Directory and Contact us section Features of the HRMS System Benefits • • Automated issuance of monthly payslips • • Leave and claims: – – Application – – Approval – – Record-keeping • • Annual appraisal • • Centralised data storage system • • Clear reporting and approval processes • • Minimise paper usage and manual filing methods • • Improved local support team to address technical issues Environmental & Community Material Quality Design Quality Workmanship Quality Development Concept Survey Criteria 1 2 3 4 5 TROPICANA CORPORATION BERHAD ANNUAL REPORT 2020 SUSTAINABILITY AT TROPICANA 098 099