Introduction Our business SwireTHRIVE About our report Other ESG disclosures Appendices Overview Governance Supply chain Talent management CCuuststoomemerrss Biodiversity For more information, please see Swire Swire Properties For more information, please see Swire Coca-Cola’s Sustainable Development Swire Properties deals with three Properties’ Sustainable Development Report 2022. Report 2022. categories of customer: individual customers (retail customers and hotel Further reading guests); tenants of its commercial Explore more buildings; and those who own or occupy Swire Coca-Cola Sustainable the residential properties which it owns ESG risk management Development Report 2022 or manages, or who occupy its serviced apartments. It regularly collects feedback TCCC’s Responsible Marketing Policy from customers. It does this through: Further reading • Sentiment research, shopper research, Swire Paci昀椀c Health and and mystery shopper programmes at Swire Paci昀椀c Annual Report 2022 Safety Policy its major retail properties in Hong Kong and the Chinese Mainland Swire Properties Sustainable Swire Paci昀椀c Personal Data Policy Development Report 2022 • Virtual comment boxes to facilitate timely action on issues such as heating, air-conditioning and turnstile malfunctions • Guest satisfaction surveys at EAST Hong Kong and a custom-made mobile application to gather guest feedback • Customer mapping focused on de昀椀ning how di昀昀erent customers use di昀昀erent spaces across our portfolio and identifying channels to gather continuous feedback from tenants Other material issues Our approach Responsible marketing Marketing and communications materials comply with relevant government regulations and industry guidelines. Occupant wellbeing Buildings and workspaces are designed and operated in ways designed to promote the health and wellbeing of occupants. Promoting Help commercial tenants be more sustainable through a sustainability Green Performance Pledge, new 昀椀t-out and renovation guidelines for o昀케ce and retail tenants, initiatives to engage them on environmental and social topics, and ensuring management o昀케ce colleagues are well-informed of sustainability topics. SWIRE PACIFIC — SUSTAINABLE DEVELOPMENT REPORT 2022 — 84