AL-SALAM REIT ANNUAL REPORT 2017

AL-SALĀM REIT ANNUAL REPORT 2017 83 NURTURING PEOPLE’S TRUST The fundamental part of our business practice is to maintain a good relationship with the local community. As a REIT, we believe that through frequent engagement with the community, we will be better equipped to identify their concerns related to our business operations. Moving forward, we plan to implement initiatives that are targeted to help and assist local communities improve their quality of life. CUSTOMER SURVEYS The satisfaction of our customers is reflective of the quality of the Fund’s services and operations. As such, we have developed various communication channels to enhance our customer relationship (illustrated below) and to solicit feedback. OUR COMMUNITY Market Research Annual Meeting Customer Feedback Form Market Research Surveys have been carried out by Spectrum Research Asia for KOMTAR JBCC and Menara KOMTAR Tenant Category Meetings are conducted 3 times a year by KOMTAR JBCC and @Mart Kempas to obtain feedback and gauge their level of satisfaction. Customer Complaint Forms are centralised at the concierge desk at KOMTAR JBCC and @Mart Kempas. Twice a year, KOMTAR JBCC, Menara KOMTAR and @Mart Kempas distributes feedback forms to its tenants. The tenant evaluates the services provided by the property management. By reviewing the contents of the feedback form, the level of satisfaction for the services provided is assessed.