Lendlease Annual Report 2022

38 Lendlease Annual Report 2022 Our Customers From the housing needs of US service personnel to people working in more sustainable office buildings in Singapore; shoppers in Australia to investment partners around the world. Our customers are as diverse as our business operations globally. c.26,000 Customers surveyed in FY22 61% of major construction backlog is public sector projects 38 Funds and Mandates In the past 12 months, we had more than 163 million interactions with our customers across Australia, Asia, Europe and the Americas. To track our customer performance, we annually measure customer satisfaction (CSAT) as well as the willingness of our customers to advocate on our behalf (NPS). This is conducted across all our lines of business and regions. In aggregate, our CSAT score lifted slightly while NPS increased by more than 25 per cent. Consumer This subset of our customers, which includes residents and visitors to our retail centres, is by far our largest. To further enhance the level of service we provide to this important group, a range of programs and initiatives were advanced during the past year including: Continued investment to support US military families We have more than $1.5b of development work underway in our military housing portfolio. More than 120,000 service members and families call our communities home across approximately 40,000 dwellings. Our privatised Army lodging portfolio, comprising more than 12,000 hotel rooms, has invested more than $1b in renovation work and new construction, to date. This year, 100 Lendlease military housing neighbourhoods across the US were recognised as SatisFacts Community Award winners for their high resident satisfaction scores. Enhanced online experience for Australian shoppers • Overhaul of retail web experience across 13 retail assets • Provide shoppers best-in-class mapping, in-depth tenant profiles and integrated wayfinding optimised for mobile • Ongoing research to assess the type of retail experience our shoppers are seeking. Launch of Lendlease Living • Launch of new global positioning to reinforce Lendlease's residential offering, in addition to urban redevelopment • Progressively rolled out across communities, apartments for rent and sale and retirement living offerings • Build awareness of brand among current and prospective residents. Business Our business relationships span partnerships with other companies, institutional investors across funds, mandates and managed assets, not-for-profits and approximately 15,000 suppliers. A number of major transactions with global investment partners were signed including: • A new life sciences joint venture with Ivanhoé Cambridge to deliver state- of-the-art laboratories, offices and manufacturing spaces in high-growth life science clusters across the US. • The acquisition of a further 24.9 per cent of our Retirement Living business by Aware Super . The super fund upped its total investment to 49.9 per cent. • A 50:50 joint venture with CPP Investments for the development of Phase 1 of the West Gate area of the MIND project in Milan. • An agreement with Dutch pension fund manager PGGM to establish the S$1b Lendlease Innovation Limited Partnership, which will invest in real estate assets in the innovation space, focusing on Australia, Japan and Singapore. We announced a global partnership with one of the world’s leading suppliers of sustainable timber, Stora Enso, to help increase the use of more sustainable construction products in our gateway cities. Opposite: Victoria: Harpley sales and information centre.