99 ANNUAL REPORT 2022 The REIT also monitors the supplier/contractor/service provider screening and evaluation processes. The screening criteria include SSM registration, price, work experience, and previous clients, while performance evaluations are conducted twice per year. Stakeholders are ranked on a scale of one (1) to four (4) based on specific criteria, and in the event of poor performance, they will be sent a reminder via letter or email to improve. Another aspect of responsible procurement is sourcing local services as far as practicable, as this reduces greenhouse gas emissions and contributes to the development of the local economy. In this reporting period, 100% of Al-Salām REIT’s procurement budget was expended locally, totaling RM5,324,543.90. The REIT also conducted several CSR initiatives for this reporting period across our operations, such as the Art Exhibition and “Kloth Cares”, a fabric recycling movement initiated by KOMTAR JBCC2, and “Program Pengumpulan Fabrik Terpakai” by Menara KOMTAR. In addition to this, Pasaraya Komuniti @Mart Kempas hosted a total of eight(8) different CSR initiatives, which include events such as Project Shopping Raya, and setting up a Service Counter for PTPTN. Through these activities, the REIT embeds ESG initiatives wherever possible. STRONG SOCIAL RELATIONSHIPS GRI 419-1 Tenant and Customer Satisfaction The REIT believes in building a strong and trusting relationship with our customer and tenants, as we continue to engage with them even during the difficult times. We value their patronage and take into consideration their feedback in our effort to expand our outreach, in addition to building a shared sense of responsibility and progressing societal development. We conducted extensive engagements via numerous communication channels to promote social betterment, whilst building strong tenant relationships, and meeting evolving customer behaviour and expectations. The performance as a REIT heavily relies on the satisfaction of the REIT’s tenants and customers. The REIT strives to secure their satisfaction, subsequently assuring long-term tenancy. To determine the satisfaction levels of its tenants, the REIT conducts satisfaction surveys twice a year. Tenants are required to rank various categories as sufficient, satisfactory, good or excellent. The categories include cleanliness, security, technical aspects, concierge, car park facilities, food courts, as well as marketing and promotions. In this reporting period, the REIT recorded an average score of 82% across its properties. Another important facet of managing tenant and customer satisfaction is responding to and resolving complaints efficiently. Within its properties, the REIT uses the ServeDeck system for monitoring and resolving complaints and other issues (mechanical, electrical, cleanliness, etc.), submitted by the scanning of a QR Code placed in public areas such as the lift lobby and toilets. In the year under review, the REIT tracks and records the complaints/ issues received across properties, and all complaints/issues are addressed and resolved within a day of receiving them. PERFORMANCE EVALUATION Criteria Calculation Method (Total Score 201 x 100%) Scale of Scores Price Punctuality Quality of Product/Service After Sales Service Complaints/Comments Received 0-39% 40-59% 60-79% 80-100% Poor Moderate Good Very Good Average Satisfaction Score 82% SUSTAINABILITY STATEMENT
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