To understand the needs of our key stakeholders, Tropicana recognises the importance of conducive engagement measures that allows us to constructively communicate with our customers. Such as the practice in preceding years, we conducted customer satisfaction surveys on property purchasers who were willing to provide their input. Through their feedback, we can effectively gauge the expectations and concerns of our customers while also understanding shifting consumer trends that would help the Group position itself as a customer-centric organisation. Engage with Us The Group’s Customer Care Unit (“CCU”) and VP teams function as a direct line of communication to our customers to gain their feedback or concerns regarding any of the Group’s products and services. With the aim to create a seamless end-to-end property ownership experience, our team of professionals helms a variety of communication platforms, both online and offline, for greater efficiency and enhanced capabilities to provide value-added solutions to our customers. Prioritising Customer Needs With regard to complaints resolution, purchasers are closely guided by our professional CCU and VP team upon the lodging of a complaint, online or manually, and are kept abreast of any rectification works on their properties. We put the highest priority on ensuring service readiness to address the needs of our customers throughout their homeownership journey with Tropicana. In FY2021, we successfully distributed 5,475 customer satisfaction surveys (“CSS”) across our projects in the Central Region of Malaysia. With an average response rate of 95% across 16 projects, we take each feedback seriously and apply necessary considerations for future projects we seek to develop. Customer Care Line 03-7663 6888 Customer Care Email customercare@tropicanacorp.com.my Social Media Facebook, Instagram, Project Micro-sites On-site Customer Representatives VP team members Tropicana T360 App Available for download on iOS and Android SURVEY CRITERIA Environmental & Community Development Concept Workmanship Quality Material Quality Design Quality * T he low percentage of Complaints Resolved for Tropicana Heights (Kajang) is due to the Tropicana Lakefield phase starting VP on 7 December 2021. Therefore, the logged complaints were addressed and resolved by early 2022. Name of Development Total CSS Distributed Response Rate (%) Total Complaints Received Complaints Resolved (%) Tropicana Aman 1,275 94 481 87 Tropicana Gardens 1,422 92 293 96 Tropicana Metropark 1,738 97 826 97 Tropicana Heights (Kajang) 696 98 206 65* Tropicana Cheras 20 100 3 100 Tropicana Residences 324 87 150 100 Customer Satisfaction Surveys & Complaints in FY2021 SERVICE EXCELLENCE 83 TROPICANA SUSTAINABILITY STATEMENT
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