S U S T A I N A B I L I T Y R E P O R T
Tenant Satisfaction Ratings
Table 8: Targets and Results for Tenant Satisfaction
Targets
Performance
Call centre tenant satisfaction
score of a minimum 3 “Average”
Achieved
Transaction survey satisfaction
score of 75%
Achieved
Customer eQ™ index at or
above the industry norm (75)
Achieved for Light
Industrial Properties
& Flatted Factories
and Logistics &
Distribution Centres
sectors, on track for
other sectors
Tenant feedback is a valuable way of identifying opportunities
for improvement in the quality of A-REIT’s properties and
services. There are four main channels in which tenants may
provide their feedback:
1. A 24-hour call centre, which serves as a convenient and
accessible point of contact for any matters.
2. Face to face meetings and networking sessions, for
relationship building with tenants.
3. Transactional surveys, to monitor the specific performance
of relationship managers upon the renewal or expansion of
tenant leases.
4. The annual eQ™ Benchmarking External Customer Delight
survey conducted by AC Nielsen, which covers five important
pillars: Property Management, Lease, Finance, Corporate
Image and Marketing. The third party survey benchmarks
A-REIT’s performance against its peers.
Figure 13: Call Centre Customer Satisfaction Rating
by Cluster
In FY14/15, feedback gathered through the call centre
from a total of 778 tenants revealed that all four of A-REIT’s
existing property segments continued to report above average
customer satisfaction (3.0). Aperia, the new property under the
rebranded Integrated Development & Retail segment, likewise
managed to achieve the target satisfaction score of above 3.0.
FY14/15 was the first year in which the response rate from
transactional surveys was significant enough to be reported.
From a total of 83 surveys completed, tenant satisfaction with
their relationship managers rated an average of 88%, well
above the target score at 75%.
Figure 14: Customer eQ
TM
Index Score, Singapore
The FY14/15 eQ™ Benchmarking External Customer Delight
survey rated A-REIT’s properties at a marginally lower value
of 74, as compared to its competitors in Singapore. This was
nonetheless a slight improvement in results from the previous
year, as the Property Manager and the Customer Relationship
management team set its Service Culture project into motion.
The response rate for the eQ™ index survey was 30%.
Improvement plans
The Property Manager and the Customer Relationship
management team are committed to continuously improve and
meet tenants’ needs. In the coming years, the iREMS and Service
Culture Building Project will be progressively implemented in all of
A-REIT properties. The appropriateness of the staff mix would be
reviewed as the Property Manager transits from a manual system
to a more automated and technology-supported operations.
Supply Chain Responsibility
The Property Manager understands the value of good supply
chain management. Conscientious steps are taken towards
proper management and improvement of the performance of
A-REIT’s 115 active suppliers, most of whom (99%) are based
in the country of A-REIT’s operations, Singapore and China.
Average Rating
FY12/13
FY13/14
FY14/15
3.7
2.7
2.8
2.9
3.0
3.1
3.2
3.3
3.4
3.5
3.6
Business & Science
Park Properties
High-Specifications
Industrial Properties
Light Industrial Properties
& Flatted Factories
Logistics &
Distribution Centres
IDAR Properties
3.3
3.4
3.4
3.6
3.2
3.2
3.1
3.1 3.1
3.1 3.1
3.1
3.1
eQ Index
80
60
65
75
70
FY13/14
FY12/13
FY14/15
75
75
74
74
74
72
Industry Norm A-REIT
ASCENDAS REAL ESTATE INVESTMENT TRUST ANNUAL REPORT 2014/15
