Our customers and suppliers

Performance summary

Last year we said we would:		This past year we have:		In the coming year our priorities are to:
Develop plans to ensure our customer experience was consistent across our retail portfolio and service levels were of a high standard.		Introduced the Customer Excellence Program to measure customer experience. Every branded Stockland shopping centre now has touch pads to enable customers to give feedback.		Improve understanding of our business customers' experiences of our organisation. Review opportunities to roll out our Community Consultation Plan on a development project. Implement our diversity strategy, and specifically improve access for people with disabilities to our property assets. Review and revise our approach to SSCM focusing on civil contractors, product suppliers, utilities and facility management services.
Expand the functionality of our Customer Relationship Management (CRM) system.		Launched the CRM into our Residential business. This program is now complete.
Review the way in which we address access for people with disabilities to our property assets.		We have engaged with peers and industry groups to understand the impending change in requirements, and we now have plans in place to ensure that we comply with these requirements, and improve access to our assets.
Continue to engage with our suppliers, expanding our Sustainable Supply Chain Management (SSCM) program to ten key suppliers, focusing on construction suppliers.		Continued to review and encourage suppliers' CR&S performance when we request proposals and tenders.
Initiate a formal program of work with our customers in the UK to increase our understanding of their priorities.		The pressure that the current economic climate is placing on our tenants and joint venture partners has prevented us from significantly pursuing this commitment.

Working with our customers and suppliers is one of the pillars of our CR&S strategy. This includes:

• Gaining a better understanding of who our customers are and what their needs are,
• Responding to the issue of housing affordability,
• Working with our tenants,
• Engaging with key suppliers,
• Setting standards for new and incumbent suppliers.

Engaging with our suppliers (we have over 7,000 suppliers) and our customers enables us to understand and meet their needs and expectations. We have two main groups of customers:

• Our Commercial Property customers include office tenants, industrial tenants, retail tenants and retail shoppers,
• Our Residential customers have purchased in a Stockland residential community, apartment or retirement village.
  
  
  

About our customers and suppliers in this report

We outline how we respond to our customers.

• The Commercial Property section details how we are seeking to understand the needs of customers who shop in our retail centres, and how we are working with our tenants on sustainability,
• The Residential section outlines the customer research we have undertaken to better understand our residential customers, and includes a discussion of the issue of housing affordability and our response to it,
• The Retirement Living section sets out how we seek to understand and respond to the interests of our residents,
• The supplier engagement section includes information on our supplier base and our Sustainable Supply Chain Management program.