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Customer feedback is vital for us to understand our customers’ needs so that we can continue to improve our services and offerings. In 2019, our research programmes engaged more customers than ever before, providing us with invaluable data which will be analysed and used to further refine customer experience and our market positioning.

Data Management and Protection Policy (Customer Data)


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.

Retail Customers

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.

These include:

  • A pilot survey aiming to improve the operational efficiency of customer service counters at Cityplaza.
  • Big data research conducted in Sino-Ocean Taikoo Li Chengdu, with customer profiles and behaviours analysed in-depth to help devise sustainable growth plans.

2019 Customer Surveys
coverage of our major retail properties in Hong Kong and Mainland China
of response ratings were between “excellent” and “good”

Hotel Guests

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.