Stakeholder Engagement
12
Hopewell Holdings Limited
Sustainability Report 2010/11
Engaging our Suppliers and Contractors
We actively participate in industrial bodies to equip ourselves with
the latest information on changes in regulations, occupational safety,
industrial trends and to learn from best practices. We share such
information with our contractors, suppliers and their workers.
1
No data for Broadwood Twelve in 2009 because the property was only
released for sale since May 2010
Average Customer Satisfaction Rate
2009 2010
100
80
60
40
20
0
97.63%
97.33%
96.16%
98.53%
96.66%
99.75%
98.51%
96.99%
94.25%
Hopewell
Centre
QRE
Plaze
KITEC
Panda
Place
Broadwood
1
Twelve
Engaging our Customers
We endeavour to engage our customers from our various business
operations. We publish news on the sustainability initiatives launched
in Hopewell Centre, our flagship property, in a quarterly newsletter with
both printed and online versions. We share information relating to energy
saving tips and the latest building enhancement work at our premises.
We make use of social networking sites to engage our customers,
disseminate news of our properties as well as receive customer feedback.
Facebook pages have been set up for The East and E-Max to strengthen
customer engagement.
We use evaluation forms and comment cards to gain feedback from
our hotel guests, office tenants, residents, and exhibition centre or
venue users. Site visits and interviews are also conducted. Every year,
we carry out a customer satisfaction survey at Hopewell Centre,
QRE Plaza, KITEC, Panda Place and Broadwood Twelve. Questionnaires
are sent to tenants or residents for their evaluation on our performance
on cleanliness and hygiene, security service, repair and maintenance,
water/electricity supplies, carpark management, shopping mall, shuttle
bus services, handling of enquiries or complaints, environmental
performance, staff performance, and overall satisfaction. Our results
showed that we have maintained a high level of customer satisfaction in
the properties evaluated.