As part of our customer centricity initiatives, our goal is to
achieve and sustain high customer satisfaction levels. We
undertake a customer satisfaction (CSAT) survey each year to
understand the occupier satisfaction levels with our services
and perceptions regarding our campus facilities as well as ESG
aspects such as waste management, safety and security,
electrical and utilities management, etc.
According to the FY2022 survey results, we received a net
promote score of 88%, a 2% increase in the score from last
year. Results of the survey indicated that 86% of the
respondents were satisfied with the ESG practices adopted at
Embassy, which is also a 2% increase from the previous year.
87% of the respondents also indicated that they were satisfied
with the EHS and wellbeing initiatives at our properties.
In our FY2022 CSAT survey, we received an overwhelming
response from 169 occupiers, corresponding to a 71% survey
participation rate. We committed to contributing ₹1,000 for
every survey completed and thereby donated a sum of ₹1,69,000
to our CSR partner The Anonymous Indian Charitable Trust.
Occupiers were highly satisfied with Embassy REIT’s ESG
initiatives and programs as well as our COVID-19 prevention
initiatives and protocol implementation, including support for
occupiers’ vaccination drives. Other areas of strengths
highlighted by the survey were utility management,
landscaping, and safety aspects especially for women employees
in Embassy REIT’s business parks. Some areas of improvement
suggested by the survey were rectification of water seepage
issues at certain buildings, replacement of conventional CFL
with LED lights, general upkeep of parking areas, introducing
RFID/automated parking and more EV charging stations and
increasing in number of women security guards. We have created
specific action plans to address the improvement suggestions
noted from this survey results. Such surveys and engagement
with our occupiers helps us to continuously assess and improve
our services and endeavours to provide world-class office
spaces and experiences to our 200+ corporate occupiers.