REINVENTING CUSTOMER AND TENANT EXPERIENCE THROUGH DIGITAL ENGAGEMENT

The Company leverages technology to streamline processes, standardise operations and enable data-driven decisions, enhancing service consistency, productivity and competitiveness. Our integrated systems support asset management, customer relationship management, lease administration and facilities management.

Enhancement of Digital Offerings

Rectification Request System (RRS) for Defects Management

  • The Company developed RRS, an in-house defects management system that is accessible to homebuyers via CityNexus-Home through web browser or mobile app on iOS or Android
  • It allows homebuyers to lodge feedback on workmanship issues and enables real-time tracking of defect rectifications status and ensures that homebuyers’ feedback are followed up on
  • In 2025, RRS was first introduced at Copen Grand, supporting 639 strata units

CDL Homes Sales (CHS) Suite Enhances Homebuying Experience

  • The CHS Suite represents the Company’s vision to improve the homebuying experience for our customers
  • By signing documents remotely, buyers can queue and buy properties in the comfort of their homes or overseas
  • New features include systematic maps for sold/ unsold units, enhanced anti money laundering checks, improved e-Balloting screens, improving convenience and flexibility for buyers, property agents and other stakeholders
  • In 2025, CHS supported home sales for The Orie and Zyon Grand Residence

Transforming and Revolutionising User Experience

  • CityNexus 2.0 was launched in 2024 with further improvements for a smoother, fuss-free tenant, shopper, and homebuyer experience
  • CDL’s tenants can use QR and facial recognition for building access and self-retrieve invoices, allowing for a more convenient experience
  • Tenants and shoppers can explore retail offerings across various CDL buildings
  • Loyalty rewards program allows members to earn points on every eligible transaction, exchangeable for exclusive perks
  • Homebuyers can book appointments for key collection through a streamlined digital platform. During unit handover, they can also submit specific requests, report defects and track rectification progress in real time

Achieving High Customer Satisfaction

To better understand customers’ expectations, identify areas for improvement, and enhance service quality, the Company regularly reviews customer satisfaction measurements through formal surveys. We aim to achieve at least 75% satisfaction rate from homebuyers and at least 80% from office, industrial and retail tenants.

As part of the tenant engagement programme, tenants of commercial properties are surveyed annually on their satisfaction levels in areas, such as building and services management. In 2025, all sectors exceeded the targeted 80% tenant satisfaction rate, with the Office sector achieving 89%, and the Retail sector achieving 93%.

For homebuyers, an online customer satisfaction survey is sent at least nine months after handover to measure their experience across various touchpoints. In 2025, a homebuyer satisfaction survey was administered to homebuyers of Irwell Hill Residences, which achieved an overall satisfaction rate of 94.6%. Satisfied homebuyers indicated that they would recommend the Company’s properties to their relatives and friends.

In 2025, the Company handed over 1,050 strata units at Irwell Hill Residences, Copen Grand and Tembusu Grand. For handover of units at Irwell Hill Residences, homebuyers were given the option of having the handover briefing in-person or virtually via Zoom. At Copen Grand and Tembusu Grand, majority of the handover briefings were conducted via Zoom with a virtual walkthrough. Units were handed over expeditiously, providing homebuyers with convenience and a hassle-free experience.

We engaged homebuyers beyond the handover of apartment units. In 2025, the Company organised 13 customer engagement events, with an increased participation rate of 22.7% compared to 2024.

For our facilities management services, CBM Pte Ltd adopts a proactive approach in developing rapport with our clients and customers to ensure effective communication and maintain open feedback channels. CBM conducts an annual customer satisfaction survey and aims to achieve an overall satisfaction rate of 80% or higher.

In 2025 (for FY2024), CBM Pte Ltd achieved a customer satisfaction rate of 87%. This represents a slight improvement from the previous year.

In 2025, M&C achieved a customer satisfaction survey score of 4.16 out of 5. M&C also successfully achieved a total of 627,033 clean member enrolments and closed the year with an overall membership base of 4.28 million members, showcasing its strong commitment to expanding its loyalty programme and fostering customer engagement.

Engaging Homebuyers in Living Green
Since 2004, the Company has implemented the Let’s Live Green! eco-home initiative for our newly completed residential properties. As part of the initiative, every homebuyer receives a Green Living Guide, designed to provide eco-friendly lifestyle tips and to encourage active usage of green features and facilities within individual units and common areas. In 2025, soft copies of the Green Living Guide were made available to homebuyers of Irwell Hill Residences, Copen Grand and Tembusu Grand when the developments obtained their TOP.

Engaging Tenants in our Green Initiatives
Since 2014, the Green Lease Partnership Programme has engaged tenants to support the Company’s green building commitment with 100% retail and office tenants pledging to go green since 2017. In 2025, a year after the pilot launch of the City Green Tenant Bonus (CGTB) Programme, the company extended the initiative to Quayside Isle.

Engaging Tenants with Holistic Initiatives
In 2025, the Company continued to hold regular CityDelights giveaways to engage the office community of Republic Plaza, City House, King’s Centre and Palais Renaissance. In commemoration of World Environment Day, a giveaway featured a Wheat Straw Fibre Eco Tumbler to the office community of Republic Plaza, City House, King’s Centre and Palais Renaissance.

The Company also worked with PUB in March 2025 to engage our office community at Republic Plaza. Tenants were invited to complete a quick quiz on water conservation in exchange for a PUB towel.

The Company continued collaborating with the Singapore Health Promotion Board to promote tenant health and well-being via Healthy Workplace Ecosystem related talks, workshops and workout classes. CDL CityConnect, a dedicated Facebook page which was set up in 2020, connects us with our tenant community and offers timely updates on the latest happenings and tenant engagement programmes.