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 70% satisfaction rate from homebuyers and at least 80% from office, industrial and retail tenants.
As part of the tenant engagement programme and continuous improvement, tenants of commercial properties are surveyed annually on their satisfaction levels in areas such as building and services management. In 2022, all sectors have exceeded the targeted 80% tenant satisfaction rate, with the office sector dropping slightly to 97%, the retail sector increasing to 96%, and the industrial sector achieving 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 2022, customer satisfaction surveys were administered to homebuyers of The Tapestry and Whistler Grand, which achieved an overall satisfaction rate of 88.6%, a marked improvement from 2021. 86.2% of the homebuyers surveyed indicated that they would recommend CDL properties to their relatives/friends.
In 2022, CDL delivered vacant possession of 618 strata units at Whistler Grand. To enhance customer experience, homebuyers were given the option of either on-site or virtual handover of strata units complete with a virtual tour of the common areas. The handover experience at Whistler Grand garnered a satisfaction rate of 99.8%.
We engage homebuyers beyond handover of the apartment units. In 2022, CDL organised three online contests and eight webinars on home renovation, interior design, lighting and furnishing, in addition to the four lifestyle events curated for our homebuyers.
|•||Based on total number of respondents.|
|*||There was no customer satisfaction survey administered in 2020 as there was no development that obtained TOP within the relevant timeframe that is nine months after TOP.|
Engaging Homebuyers in Living Green
Since 2004, CDL has implemented the Let’s Live Green! ecohome 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 catered within the individual units and in the common areas. In 2022, softcopies of the Green Living Guide were distributed to homebuyers of Whistler Grand when the development obtained TOP in April.
Engaging Tenants in Our Green Initiatives
Green Lease Partnership Programme – Tenant and occupant activities within a building can account for close to 50%1 of the total electricity consumption. Through our Green Lease Partnership Programme implemented since 2014, we are shifting user mindset and behaviour to support CDL’s green building commitment. 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.
Engaging Tenants with Holistic Initiatives
In 2022, as offices reopened, CDL launched CityDelights Giveaways to promote observances like Earth Hour with awareness-raising tokens for tenants. To support our commitment to reduce single-use plastics, over 7,000 eco-straws were distributed at CDL managed assets such as Republic Plaza, City House, King’s Centre, Palais Renaissance, Central Mall and Tampines Concourse.
CDL continued our collaboration with Health Promotion Board to promote tenant health and well-being via 1) Healthy Workplace Ecosystem related talks, workshops, workout classes and 2) National Steps Challenge™ Tracker collection at Republic Plaza. A health screening for the CDL office community was also organised, along with a virtual talk on relaxation therapies by Traditional Chinese Medicine experts. CDL CityConnect, a dedicated Facebook page which was set up in 2020, enables us to connect with our tenant community and offer timely updates on the latest happenings and tenant engagement programmes.
|1||Tenant and occupant activities accounted for 48.3% of total building electricity consumption in 2022 for CDL’s managed buildings.|