CUSTOMER SATISFACTION Why This Is Important Customer and relationship management is an important aspect in understanding the needs of our key stakeholders, addressing the expectations and concerns of our customers and the shifting consumer trends. In a competitive industry driven by large investments and longterm commitments, we recognise the importance of establishing trust and delivering consistent value to clients is key to fostering loyalty and enhancing overall business growth. 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 Our Approach The following is Tropicana’s approach: Customer Engagement • The Group’s Customer Care Unit (“CCU”) and VP teams function as a direct line of communication • To gain customer feedback or concerns • Communication platform o Online: Tropicana T360 App, social media platforms and microsites o O ine: Customer Care Line, Customer Care Email, On-site Customer Representatives Complaint Resolution • For minor complaints, our T360 App provides solutions before they are escalated to our CCU and VP teams • For major complaints (online or o ine) o Upon the lodging of a complaint: Closely guided by our CCU and VP Team o Customer is provided a side-by-side progress update as the complaint is being escalated/managed Customer Satisfaction Survey We put high priority on ensuring service readiness to address the needs of our customers throughout their homeownership journey with Tropicana. Customer satisfaction is tracked through annual surveys. For FY2024, our customer survey performance score is reflected in the weighted average score of 5 areas: • Environmental & Community • Development Concept • Workmanship Quality • Material Quality • Design Quality The results, particularly a categorical breakdown of any complaints received from our survey, are then escalated to our team to be implemented into upcoming strategies 135 SUSTAINABILITY
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