We are committed to protecting the privacy of our customers. Our Data Management and Protection Policy (Customer Data) covers our operations in Hong Kong and Mainland China. This policy provides guidance on the handling of customer data throughout the data life cycle and how to ensure compliance with the Personal Data (Privacy) Ordinance in Hong Kong, the Cyber Security Law in Mainland China and the European Union General Data Protection Regulation.
Under this policy, our employees are required to comply with internal guidelines covering the collection, processing, transfer, retention, and disposal of customers’ personal data.
In addition to our annual customer surveys, which collect feedback from customers visiting our major retail properties, we also deployed a mystery shopper programme in 2019 to help us evaluate and enhance customer service. This programme was conducted twice in our malls in Mainland China and once in our malls in Hong Kong.
Other research initiatives were carried out this year to understand shoppers from different perspectives.
In our hotel operations, we collect hotel guest feedback through our specifically designed mobile application to ensure high levels of customer satisfaction with our hotel facilities and services.
EAST, Hong Kong has established a hotel guest survey platform which asks hotel guests to answer short questions when they sign into the hotel wireless internet service. This survey provides valuable data that will help us continuously improve our hotel guest experience.