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Engaging with Stakeholders

We recognise the value that our employees, customers and the community bring to our businesses.


Partnership to Develop Joint Training Programmes

Formal talent pipeline development strategy


Family-friendly Policies

Work + Life Integration

Health and Well-Being Initiatives

Flexible Working Hours

Work from home arrangements

Workplace Dignity

Diversity and Inclusion

Human Rights

Customer Satisfaction


Sunway Resort Hotel, which was undergoing renovation in 2022, was rated highly by TripAdvisor. Guest satisfaction and feedback were collected via feedback Forms and TripAdvisor reviews.

Global Review Index Score FP2021

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As the nation transitioned from pandemic to endemic, Sunway Malls reinstated its Customer Satisfaction Survey to understand new customer sentiments that may have changed during the two years of sporadic movement control order phases. The results achieved in 2022 will be used as a new benchmark for the coming years, as businesses restart, restore and recover in the post-pandemic new normal.

NPS FP2022

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Customer Satisfaction FP2022

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Sunway Offices continued to maintain high customer satisfaction scores at 99% in 2022, with nearly all five properties reaching near perfect scores. This was the second consecutive year that the Office segment retained such high scores.

One of the reasons for the significant improvements in the NPS and the customer satisfaction scores was the strong support extended by the Company to the tenants during the COVID-19 pandemic. Another reason was because of our ability to systematically track all service requests submitted by our building tenants through the e-service request software to ensure we achieve 100% completion of the services on a timely basis. The Sunway Property Management App, which allows tenants to submit service requests in a seamless manner was introduced in 2017 as a proof of concept and subsequently widely proliferated in 2019. Based on the feedback, tenants were happy with the shorter downtime of their buildings’ equipment and facilities.

NPS FP2022

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Customer Satisfaction FP2022

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Safeguarding our Communities

Enhancing Customer Experience

Internet of Toilet

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  • People Counter Manages

    The number of people using the toilet

  • Integrated Feedback Panel

    Allows consumers to provide feedback

  • Temperature & Humidity Sensor

    Controls the humidity in the toilet

  • Ammonia Sensor

    Detects ammonia to prevent foul smells

  • Sensor Soap Dispenser

    Reduces soap wastage

  • Sensor Tap

    Enables water conservation

Technology Solutions for Customer Satisfaction

At Sunway REIT, we always strive to enhance customer experience by leveraging technology and innovation across our properties. Most of our properties are currently equipped with smart technologies to provide a seamless customer experience.

Smart Parking

Our award-winning smart parking system recognises car registration numbers and allows cashless payments in all our properties.


Our shopping malls have upgraded their building security through the installation of CCTVs with high resolutions, behaviour analysis and face detection.

Self-service Kiosk

We are currently developing a self-service kiosk in Sunway Pyramid Shopping Mall’s ice rink to deliver a seamless experience to customers.

Digitalised Payment

Our shopping malls are equipped with a Unified Payment Terminal, enabling retail tenants to accept cashless payments from e-wallets, debit cards and credit cards via an all-in-one payment terminal.

Bridging Communication

Tenants and mall operators are able to communicate via RetailTECH, a mobile app used by Sunway Malls to bridge communication gaps and improve the delivery of operational solutions.

Indoor Positioning System

Sunway Pyramid Shopping Mall offers an indoor positioning system facility on a mobile app, which allows shoppers to get directions within the mall via the app. The app will be available for other malls in the near future.



Sunway Pyramid Shopping Mall

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Sunway Putra Mall

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Wisma Sunway

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Community Enrichment

  • Festive Cheers | Raya Cheer


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Amid the economic slowdown and lockdown periods, Sunway REIT helped its stakeholders and the nation overcome pandemic challenges by reaching out to its tenants and supporting the National COVID-19 Immunisation Programme.




Sunway REIT provided rent-free spaces as vaccination centres to support the National COVID-19 Immunisation Programme, reaffirming its commitment towards nation-building.

Sunway Carnival Convention Centre

Sunway Pyramid Convention Centre

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Total value:

(Including utilities, paid volunteers, free parking spaces, publicity value, marketing and communication, vouchers and sanitisation)


Total number of volunteers:


No. of room nights occupied

rental rebates

Sunway REIT helped to ease the financial challenges of its tenants by providing them with rental rebates during the lockdown period.
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Total value of rebates :
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No. of room nights occupied


No. of staff involved

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Cost of sanitising guest rooms

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Sponsorship of accommodation and food for on-duty authority officers

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Provision of personal protective equipment for staff (face masks, face shields, suits and gloves)


  • Marketing support

Various initiatives were implemented to market the businesses of tenants, including blood donation drives, spin & win contests, food collection for the needy and festive and safety campaigns, among others.

  • Tenants’ redemption of vouchers in exchange for rent

The voucher redemption campaign required tenants to pay a certain percentage of their rent in vouchers, which were used by the malls to attract customers and boost sales.

  • Flexible operating hours​

Tenants were allowed to operate for only eight hours compared to 12 hours during pre-pandemic days, enabling them to save on manpower cost.

  • Relief support through the #kitasupportkita initiative for the malls

The malls purchased vouchers from F&B and essential items tenants to be given as gifts to retailers’ staff to encourage shopping and to boost business in the malls.

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