MENU PLACES PEOPLE PAPARRTTNNEERRSS PERFORMANCE PERFORMANCE (ENVIRONMENT) (ECONOMIC) Partners 2022 Progress Suppliers Tenants Customers Residential Owners, Occupiers and Serviced Apartment Residents Mystery Shopper Programme 2022 Our annual Mystery Shopper Programme (MSP) evaluates the performance of our customer service officers in our six Chinese Mainland malls by identifying their strengths and weaknesses of our CSOs and providing actionable recommendations for better customer service and experience. When compared to the first MSP, the latest programme shows an overall improvement of 23.5% was accomplished by all our malls, reflecting our continuous dedication to enhancing the customer experience. Chinese Mainland City-level Luxury Shopper Study 2022 Performed by a consulting firm, Swire Properties’ “Chinese Mainland City-level Luxury Shopper Study 2022” was carried out in the five cities in which we have operations, performing a deep dive into the thoughts and opinions of luxury. Designed to inform our future strategies, the study had three parts – a customer research section, a benchmarking section against industry standards, and a section on future opportunities. INDIGO’s Sustainable Development Studio at The Loop In August, INDIGO opened its Sustainable Development Studio (“SD Studio”) at The Loop, a multipurpose space where employees, tenants and business partners can host sustainability- related events such as meetings, workshops and mini-exhibitions. Located in the lobby area that connects the office building, shopping mall and parking lot, the SD Studio adopts a similar design to The Loop, with sustainability-related mosaics, modular furniture which can be easily stowed during multifunctional events, and fabrics made from recycled and repurposed materials from a previous exhibition. The SD Studio has three main functional walls – a history wall, which charts INDIGO’s sustainable development journey and green certifications; an educational material wall, showing how plastic, metal, glass and electronic waste products are recycled and upcycled; and a co-creative art wall to help inspire the public through inspirational green living-themed works. SUSTAINABLE DEVELOPMENT REPORT 2022 152