Customers
We are committed to providing high-quality products and services and to giving customers clear and complete information so that they can make informed choices. We advertise responsibly. We protect personal data in line with applicable regulations. Feedback helps us understand customer needs and improve our services. The approach of some of our major businesses to material customer issues is described below.
Consumers are increasingly conscious of health and nutrition when deciding what to eat and drink. Eating less sugar is increasingly important. Swire Coca-Cola aims to address this by:
- Gradually reducing the amount of sugar in its beverages portfolio, with a target to reduce the average sugar content in 100mL of beverages by 20% by 2025
- Offering smaller serving sizes to make controlling sugar intake easier, with packages containing 250mL or less available in all its markets
- Introducing diet, light, and zero-calorie drinks, reformulating recipes and finding alternatives to sugar which reduce sugar content without compromising taste
- With TCCC, exploring ways to make beverages more nutritious by adding vitamins, minerals, electrolytes or dietary fibre
| Other material issues | Our approach | |
|---|---|---|
| Responsible marketing | In line with TCCC’s Responsible Marketing Policy, we will not advertise our products in media (television, print, websites, social media, movies or SMS/email marketing) targeting children under the age of 13. We do not advertise our products in primary schools. | |
| Food safety | Swire Coca-Cola regularly audits hygiene and delivery procedures to ensure compliance with its food safety standards. All Swire Coca-Cola plants have FSSC22000 Food Safety Certification. | |
| Clear labelling | Swire Coca-Cola includes caloric information on the front of its packaging. Nutritional information provided is factual and easy-to-understand, and fully compliant with regulations. | |
For more information, please see Swire Coca-Cola’s Sustainable Development Report 2021
Swire Properties deals with three categories of customer: individual customers (retail customers and hotel guests); tenants of its commercial buildings; and those who own or occupy the residential properties which it owns or manages, or who occupy its serviced apartments. It regularly collects feedback from customers. In 2021, Swire Properties did the following:
- Did sentiment research, shopper research and a mystery shopper programme at its major retail properties in Hong Kong and the Chinese Mainland
- Provided a virtual comment box at several properties in Hong Kong, which facilitates timely action on issues such as heating, air-conditioning and turnstile malfunctions
- Surveyed guest satisfaction at EAST Hong Kong and utilised a custom-made mobile application to gather guest feedback
- Continued implementing its customer mapping plan, focused on defining how different customers use different spaces across our portfolio and identifying channels to gather continuous feedback from tenants
| Other material issues | Our approach | |
|---|---|---|
| Responsible marketing | Marketing and communications materials comply with relevant government regulations and industry guidelines. | |
| Occupant wellbeing | Buildings and workspaces are designed and operated in ways designed to promote the health and wellbeing of occupants. | |
| Promoting sustainability | Help commercial tenants be more sustainable through a Green Performance Pledge, new fit-out and renovation guidelines for office and retail tenants, initiatives to engage them on environmental and social topics, and ensuring management office colleagues are well-informed of sustainability topics | |
For more information, please see Swire Properties’ Sustainable Development Report 2021.
Under our Personal Data Policy, group companies are required to comply with applicable legal requirements relating to the handling of personal data (including its collection, holding, processing, disclosure and use) and to respect the privacy of others and the confidentiality of information received in the course of business.
To mitigate personal data risks, we have appointed a Chief Information Security Officer, adopted the NIST cybersecurity maturity standard and established a dedicated IT, Data and Technology Risk Forum under the GRMC. We provide training and engage experts to conduct penetration testing. Our operating companies have cyber incident response plans. Please see our 2021 Annual Report for details of our risk governance structure.
During 2021, there were no convictions for non-compliance with laws and regulations relating to customer privacy that would have a significant impact on the Group.
Where relevant, our subsidiaries have dedicated governance to oversee implementation and efficacy of data protection policies. Employees are required to follow internal guidelines covering the collection, processing, transfer, retention, and disposal of customers’ personal data. Data protection obligations are included in contracts with third-party data processors.