OVERVIEW PERFORMANCE SUSTAINABILITY FINANCIALS APPENDIX 119 118 PERENNIAL HOLDINGS PRIVATE LIMITED ANNUAL REPORT 2025 Sustainability Report CUSTOMER SATISFACTION GRI [3-3] WHY IS THIS IMPORTANT? Perennial Holdings acknowledges the significant impact that a strategic tenant mix and proactive communication strategies have on customer satisfaction and well-being. Consequently, the Company is dedicated to providing an exceptional customer service experience for all end-users, including tenants, shoppers, residents and customers. Each property’s Centre Management Team (“CMT”) is responsible for liaising with tenants and maintaining regular engagement, while collaborating closely with headquarters (“HQ”) to offer resources, support and tailored services for all end-users. For its real estate properties, the respective teams conduct daily walkabouts to evaluate the overall ambience of the property and interact with its various stakeholders. What guides Perennial Holdings to manage this? • Tenant Liaison Standard Operating Procedures (“SOPs”) are in place to guide Perennial Holdings on tenant management to achieve improved Customer Satisfaction Who at Perennial Holdings oversees this? • Perennial Holdings’ Corporate Office, located at HQ • CMT located at respective properties • Residents' Democratic Management Committee at Yixian Eldercare Fengxian and Renshoutang Eldercare Hongqiao FY2025 Targets achieved ✔ Rolled out training programmes to inculcate a service-oriented and safety-first culture ✔ Explored AEIs for all properties to ensure relevance and competitiveness of assets ✔ Gathered feedback regularly on satisfaction level Campaigns for Tenants and Visitors Each year, Perennial Holdings organises a variety of events designed to strengthen community engagement and promote overall well‑being. In FY2025, complimentary Yoga Flow sessions led by CHIJMES' tenant, Poczarica, enriched wellness offerings by providing an accessible and calming start to the day, fostering community connection and enhancing the overall visitor experience. Similarly, the StarHub 5G Wellness Festival at Capitol Singapore invited patrons to unplug from digital screens and engage in immersive, real‑world activities inspired by StarHub’s 5G Wellness Pillars. Together, these initiatives elevated customer satisfaction by introducing meaningful, wellness‑oriented programmes that added value beyond traditional retail and dining. Perennial Holdings continued to enhance customer experience through festive, experience‑driven programmes. During Christmas 2025, the Symphony of Lights projection show illuminated the façade of the CHIJMES Heritage Hall with seasonal digital art, drawing visitors into the Civic District. A Christmas Market was also held at the CHIJMES Health Promotion Board Physical Workouts at Chinatown Point Pop-up Christmas Market at CHIJMES (left), Snowfall Spectacle at Capitol Singapore (right) Yoga Flow by Poczarica at CHIJMES (left), StarHub 5G Wellness Festival at Capitol Singapore (right) Main Lawn, featuring locally handcrafted gifts set against a heritage backdrop adorned with festive lighting. At Capitol Singapore, the well‑loved Singing Tree returned, with performances by the largest local singing organisation, Voices of Singapore, at the Outdoor Plaza. The celebrations also included a Christmas Market, showcasing curated handmade and lifestyle products, and the Snowfall Spectacle, a family‑friendly winter experience in a tropical setting. Collectively, these Christmas programmes engaged over 2,000 visitors, complementing Perennial Holdings’ retail and dining offerings and enriching the vibrancy of both destinations. Chinatown Point partnered with Singapore's Health Promotion Board to encourage active lifestyles among its visitors and the surrounding community. By offering complimentary Zumba sessions every Tuesday and KpopX fitness classes every Thursday, the mall provided accessible and enjoyable opportunities for customers to incorporate physical activity into their weekly routines. These regular fitness activities also helped foster a sense of community and belonging among participants. the initiative contributed to higher customer satisfaction by enriching the overall visitor experience, creating a vibrant and engaging environment and reinforcing Chinatown Point's commitment to supporting holistic well-being.
RkJQdWJsaXNoZXIy NTM2MDQ5