MANUFACTURED CAPITAL

REINVENTING CUSTOMER AND TENANT EXPERIENCE THROUGH DIGITAL ENGAGEMENT

Enhancement of Digital Offerings

CDL Homes Sales (CHS) Suite Enhances Homebuying Experience

• The CHS Suite represents the Company’s vision to improve the homebuying experience for our customers
• By signing documents remotely, buyers can queue for and buy properties in the comfort of their homes or overseas, significantly saving space and cost
• Other notable features include self-service real-time entry, electronic balloting, digital “thinking boxes” for unit reviews, improving convenience and flexibility for buyers, property agents and other stakeholders
• In 2024, CHS supported home sales for Lumina Grand, The Residences at Sentosa Cove, Norwood Grand and Union Square Residences

Transforming and Revolutionising User Experience

• In 2024, CityNexus 2.0 was launched with further improvements for a smoother, fuss-free tenant/shopper/homebuyer experience
• CDL’s tenants are now able to use QR and facial recognition, resulting in a more effortless and convenient experience
• Tenants and shoppers can explore retail offerings across various CDL buildings freely, including e-Vouchers and various promotions and redemptions
• Homebuyers can track the progress of their property, book appointments for key collection, make requests during unit handover and many other features.
• CityNexus 2.0 was also launched for South Beach Consortium (SBC) and 125 Old Broad Street in UK

Achieving High Customer Satisfaction

To better understand customers’ expectations, identify areas for improvement, and enhance service quality, CDL regularly reviews customer satisfaction measurements through formal surveys. We aim to achieve at least 75% satisfaction rate from homebuyers and at least 80% from office, industrial and retail tenants.

As part of the tenant engagement programme, tenants of commercial properties are surveyed annually on their satisfaction levels in areas, such as building and services management, including but not limited to tenant health and wellbeing, ambient temperature, air quality and noise levels. Tenants are also surveyed on how likely they are to recommend the property to others. In 2024, the Asset Management Division achieved an overall satisfaction rating of 95% for the wholly owned properties under its management, with Office sector achieving 98%, Retail sector achieving 94% and the Industrial sector maintaining a 100% satisfaction rate.

For homebuyers, an online customer satisfaction survey is sent at least nine months after handover to measure their experience across various touchpoints. In 2024, customer satisfaction surveys were administered to homebuyers of Sengkang Grand Residences and Amber Park, which achieved an average satisfaction rate of 76.7%, and 68.8% of the homebuyers surveyed indicated that they would recommend the Company’s properties to their relatives/friends.

In 2024, the Company delivered 1,272 strata units at Sengkang Grand Residences and Amber Park to homebuyers. For greater convenience, homebuyers had the option of having their units handed over through the CDL Virtual Handover initiative, with a walkthrough of the unit and common areas via Zoom. 99% and 98.9% of homebuyers from Sengkang Grand Residences and Amber Park respectively, were satisfied with the handover experience.

We engaged homebuyers beyond the handover of apartment units. In 2024, the Company organised 14 customer engagement events, with more than 500 homebuyers participating.

For our facilities management services, CBM Pte Ltd adopts a pro-active approach in developing rapport with our clients and customers to ensure effective communication and feedback management. CBM Pte Ltd conducts an annual customer satisfaction survey on two key areas, service level and our people, and aims to achieve an overall satisfaction rate of 80% or higher.

In 2024 (for FY2023), CBM Pte Ltd achieved a customer satisfaction rate of 83%. This represents a slight decline from the previous year, attributed to a change in the calculation method to more accurately reflect the results. However, the overall response rate improved significantly, rising from 86% to 91%.

In 2024, our hospitality subsidiary, M&C, achieved a customer satisfaction survey score of 4.12 out of 5, surpassing the target of 4.10, reflecting its dedication to delivering exceptional guest experiences. M&C also successfully acquired 3.67 million loyalty members (837,458 new members), surpassing its target of 3.6 million, showcasing its strong commitment to expanding its loyalty programme and fostering customer engagement.

Engaging Homebuyers in Living Green

Since 2004, the Company has implemented the Let’s Live Green! eco-home initiative for our newly completed residential properties. As part of the initiative, every homebuyer receives a Green Living Guide, designed to provide eco-friendly lifestyle tips and to encourage active usage of green features and facilities within individual units and common areas. In 2024, softcopies of the Green Living Guide were made available to homebuyers of Sengkang Grand Residences and Amber Park when the developments obtained their Temporary Occupation Permit (TOP).

Engaging Tenants in Our Green Initiatives

Since 2014, the Green Lease Partnership Programme has engaged tenants to support the Company’s green building commitment with 100% retail and office tenants pledging to go green since 2017. In 2024, the City Green Tenant Bonus Programme was launched at Republic Plaza to further drive tenant decarbonisation efforts through incentives and sustainability resource support provided by the Company. For details about the programmes, please refer to page 79 of this report.

Engaging Tenants with Holistic Initiatives
In 2024, the Company continued to hold regular CityDelights giveaways to CDL’s office community. To celebrate World Environment Day, a sustainable 2-in-1 mini wooden pallet, crafted from FSC-certified wood, designed to function as both a stylish coaster and a practical phone stand was given away to the community.

In support of our commitment to promote water conservation and water-saving habits, the Company collaborated with PUB in March 2024 to engage our office community at Republic Plaza, City House, King’s Centre and Palais Renaissance. The office community of Republic Plaza were invited to take a pledge towards water conservation to receive a Make Every Drop Count tote bag.

The Company continued our collaboration with the Singapore Health Promotion Board to promote tenant health and well-being via Healthy Workplace Ecosystem related talks, workshops and workout classes. On World Health Day, we distributed ergonomic mouse pads to support the well-being of our office community. CDL CityConnect, a dedicated Facebook page which was set up in 2020, enables us to connect with our tenant community and offers timely updates on the latest happenings and tenant engagement programmes.