78 AL-SALĀM REIT STRONG SOCIAL RELATIONSHIPS ANNUAL REPORT 2023 TENANT AND CUSTOMER SATISFACTION Customer satisfaction, including retail and commercial tenants, directly impacts the reputation of the properties under management. A high level of satisfaction attracts quality tenants and strengthens relationships with customers, positively influencing the perception of the REIT within the market. Additionally, positive tenant experiences bolster tenant retention, reducing vacancy rates and enhancing the overall value of the real estate portfolio. Our Approach Employing various communication channels, we actively engage in initiatives promoting social betterment that concurrently enhance tenant relationships and align with evolving customer expectations. Moreover, we conduct biannual satisfaction surveys that gauge and improve tenant sentiment, allowing us to secure long-term tenancies. The surveys cover their satisfaction in aspects like cleanliness, security, technical features, concierge services, parking facilities, food courts and promotional activities. Efficient complaint resolution is also integral to managing satisfaction. In KOMTAR JBCC, tenants, customers and shoppers can provide feedback or register complaints using designated feedback forms. Once a complaint is submitted, concierge personnel promptly forward the information to the respective Head of Department (“HOD”) to initiate the resolution process. The HOD takes proactive measures to follow up on the issue, either through email or a phone call, ensuring open communication while addressing concerns. Al-Salām REIT works to provide a resolution within three working days, to ensure responsiveness, effective communication, as well as the overall satisfaction of our tenants and customers. Additionally, we employ the ServeDeck system within all properties to address various concerns, encompassing mechanical, electrical, cleanliness issues, and more. The public can submit their concerns by scanning QR Codes strategically placed in public areas like lift lobbies and restrooms. Throughout the reporting period, the REIT tracks and documents all issues received. Every complaint or issue is resolved within a single day. Our Performance Al-Salām REIT achieved an impressive average survey score of 82.6% across our properties, including KOMTAR JBCC, Menara KOMTAR, and Pasaraya Komuniti @Mart Kempas. Property Total No. of Complaints/Issues Received Satisfaction Survey Score (%) KOMTAR JBCC 128 82.8 Menara KOMTAR 136 80 Pasaraya Komuniti @Mart Kempas 321 85 Source: Property Manager
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