QUALITY OF PRODUCTS AND SERVICES GUEST SATISFACTION Guest satisfaction continues to be a core priority for Yanlord and remains a key indicator of service quality across its hospitality operations. By consistently monitoring guest needs and responding proactively to feedback, Yanlord seeks to strengthen guest loyalty and maintain its competitive position in an evolving hospitality market. Delivering high‑quality and personalised guest experiences remains essential to sustaining operational performance and long‑term value creation. Yanlord continues to track and assess guest satisfaction through multiple channels, including Guest HeartBeat and IHG Guest Reviews, as well as ratings on third‑party platforms such as Trip.com, Booking.com, and TripAdvisor. Performance is evaluated across key service dimensions, including service recovery, cleanliness, and food quality, enabling a comprehensive understanding of the overall guest experience. To reinforce service excellence, employee performance assessments and incentive mechanisms remain closely linked to guest feedback and satisfaction ratings. Guest comments are regularly shared with service teams, supporting timely identification of areas for improvement, refinement of operational processes, and effective follow‑up actions. In FY 2025, Yanlord maintained its established service recovery mechanisms, with low‑scoring feedback reviewed and addressed in a timely manner in accordance with internal procedures. All identified issues were resolved within the Group’s stipulated timeframe, ensuring consistent service standards and reinforcing guests’ confidence in Yanlord’s commitment to service quality. Target and Performance In FY 2025, Yanlord achieved an overall satisfactory score of 92 out of 100, representing a significant increase from a score of 87 in the financial year ended 31 December 2024 (“FY 2024”). Feedback scores across key dimensions, including customer loyalty, intention to repurchase and willingness to recommend, remained consistently high. FY 2025 Target FY 2025 Performance FY 2026 Target To maintain 87% overall customer satisfaction in FY 2025 survey Achieved 92% overall customer satisfaction To maintain 92% overall customer satisfaction in FY 2026 survey PROPERTY DEVELOPMENT AND MANAGED PROPERTIES Overall Satisfaction Scoring n Yanlord Industry Average 2023 87 68 2024 87 66 2025 92 66 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 YANLORD LAND GROUP LIMITED SUSTAINABILITY REPORT 2025 33
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