Across our hospitality properties, the Guest Love Score is used to monitor and gauge guest satisfaction. Each property sets its own target and based on the key areas for improvement identified through guests feedback, follow-up actions are taken to drive continuous improvement. Targets and performances for the Hotels & Serviced Apartments in the respective regions are summarised in the table below. Hotels & Serviced Apartments FY 2024 Target FY 2024 Performance FY 2025 Target Chengdu To achieve 4.8 Trip.com Score Achieved 4.8 Trip.com Score To achieve 4.8 Trip.com Score and to achieve 9.5 Booking.com Score Sanya To achieve 4.9 Trip.com Score, and to achieve 93.5% Guest Lover Score Achieved 4.9 Trip.com Score Achieved 95.62% Guest Love Score To achieve 4.9 Trip.com Score, and to achieve 94% Guest Love Score Zhuhai To achieve 4.9 Trip.com Score, and to achieve 91% Guest Lover Score Achieved 4.88 Trip.com Score, and achieved 94.32% Guest Lover Score To achieve 4.78 Trip.com score, and to achieve 92% Guest Lover Score Nanjing To achieve 4.9 Trip.com Score Achieved 4.7 Trip.com Score To achieve 4.7 Trip.com Score Tianjin To achieve 4.8 Trip.com Score Achieved 4.7 Trip.com Score To achieve 4.7 Trip.com Score Target and Performance Customer Health and Safety For the health and safety of our guests, no major incidents of non-compliance were reported regarding the health and safety impact of our products and services in FY 2024. Additionally, there were no violations of voluntary codes related to customer health and safety. As part of our ongoing commitment to best practices in customer well-being, we will continue our best efforts to maintain and enhance this strong performance in the years ahead. QUALITY OF PRODUCTS AND SERVICES | TARGET AND PERFORMANCE Contents Introduction Approach to Sustainability Upholding Good Governance Caring for Our Customers Empowering Our People Preserving Our Planet Creating Shared Value for Our Society GRI Content Index 37 Yanlord Land Group Limited Sustainability Report 2024
RkJQdWJsaXNoZXIy NTkwNzg=