Our Performance During the reporting period, we have constantly engaged with our customers via various engagement platforms to meet their needs and expectations. To uphold the customer satisfaction standard, we utilise several tools to obtain feedback, which include the annual Customer Experience Survey (“CES”) and individual engagements, among others. The following are the survey results for the reporting period: Customer Feedback on Tropicana as a Brand in FY2024: Name of Development Freesia Residences | Tropicana Aman Gemala Residences | Tropicana Aman Tropicana Miyu | Petaling Jaya SouthPlace Residences & Shoppes | Tropicana Metropark Total CES Distributed 194 115 256 142 Response Rate (%) 99% 99% 94% 94% Would you recommend our properties to your friends/relatives? (Number of “Yes”) 95 97 94 96 How would you rate TCB against other brands? (Rating 1-5) 4 4 4 4 Concerning 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 high priority on ensuring service readiness to address the needs of our customers throughout their homeownership journey with Tropicana. For the reporting year, we received a total of 261 complaints and resolved 100% of the total complaints. Category Count % Individual Unit 79 30 Property Management 55 21 T360 Technical Issue 127 49 TOTAL 261 100 We are committed to providing exceptional service and continuously improving the customer experience. Our engagement with homeowners is central to meeting their needs and expectations. In 2024, the Customer Care Team (“CCU”) implemented a significant improvement to the T360 system by introducing an automated communication channel for more e ective communication group-wide. This integration has enhanced the feedback-handling process, making it more e cient and e ective. We are confident that these improvements will enable us to reach a 100% resolution rate moving forward, ensuring the highest level of customer satisfaction. We aim for continuous improvements to ensure the highest level of customer satisfaction. PROTECTING CUSTOMER DATA PRIVACY Total Complaints Received Individual Unit T360 Technical Issue Property Management 21% 49% 30% Why This Is Important Consequently, as we incorporate more technological and digital innovations into our projects, protecting and safeguarding customer data and securing systems remains a priority in upholding customer trust. For Tropicana, the Group collects and retains selected data from purchasers for homeownership applications, which include personal data, financial background and work history. 136 ANNUAL REPORT 2024
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