MANUFACTURED CAPITAL

CUSTOMER ENGAGEMENT

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. Our target is to achieve at least a 70% satisfaction rate from homebuyers and at least 80% from office, industrial and retail tenants.

As part of the tenant engagement programme and continued efforts for improvement, tenants of commercial properties are surveyed annually on their levels of satisfaction in areas such as building and services management. In 2021, all sectors have exceeded the targeted 80% tenant satisfaction rate, and improved against 2020.

For homebuyers, an online customer satisfaction survey is sent at least nine months after handover to measure their experience across various touchpoints. In 2021, a customer satisfaction survey was administered with homebuyers of Forest Woods, which achieved an overall satisfaction rate of 66%. The findings uncovered a gap in workmanship due to a shortage of skilled workers since the pandemic started.

To enhance customer experience, the virtual handover of strata units launched in 2020 was extended to include common areas, following homebuyers’ feedback. In 2021, homebuyers who had opted for a virtual handover were treated to a virtual walkthrough of the common facilities in the development. Homebuyer satisfaction on the virtual handover experience has since grown from 95% in 2020 to 100% in 2021.

We continually engage homebuyers via virtual platforms even after handover of the apartment units. In 2021, CDL organised three online contests and seven webinars on health, wellness, home design and financial planning for our homebuyers.

Engaging Homebuyers in Living Green

Since 2004, CDL 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 the individual units and in the common areas. In 2021, softcopies of the Green Living Guide were distributed to homebuyers of The Tapestry when the development obtained TOP in February.

Engaging Tenants in our Green Initiatives

Tenant and occupant activities within a building can account for close to 50%¹ of the total electricity consumption. CDL works closely with our commercial tenants, beyond investing in green infrastructure. Through our Green Lease Partnership Programme, we are shifting user mindset and behaviour to support CDL’s green building commitment.

Supporting Tenants to Go Green through the Green Lease Partnership Programme

CDL implemented the Green Lease Partnership Programme since 2014 to support our commercial tenants’ efforts to lower their carbon footprint. Since end-2017, 100% of tenants have pledged their commitment to go green by signing a green lease. The Green Lease Partnership Programme activities include green guidelines and checklists for all new tenants to guide them in fitting out works and operations.

Stepping Up on Tenant Engagement

We remain steadfast in connecting with our tenant community amidst WFH arrangements through CDL CityConnect, a dedicated Facebook page with the latest happenings, contests, and curated content for our tenant community.

For example, CDL promoted tenant health and well-being through the Health Promotion Board’s National Steps Challenge™ Season 6 (the first-ever Healthy Workplace Ecosystems Corporate Challenge), rallying Republic Plaza, City House and 11 Tampines Concourse tenants to sign up and stay active. We also held online contests where CDL office community members shared home fitness tips. Other initiatives include promotional deals for food delivery services, invitations to wellness talks and tips on eco-friendly living.

In 2022, CDL CityConnect will continue to share regular updates, happenings, and other exciting content to promote engagement with our tenant community.