Customer Complaints Management

The Company continued to use its internally-developed customer complaints management tool, the Total Customer Satisfaction Management System (TCSMS) and text feedback system. This allowed the organization to deploy, track, record and generate reports on issues and complaints especially from projects that are heavy in customer traffic. This tool was also used to record internal feedback and non-conformities identified through Integrated Management System (IMS) procedures.

A total of 616 complaints were recorded in the system in 2012, 35 percent of which were resolved the same day the complaints were received from the customers. Complaints and issues on properties managed by the Company until the month of August 2012 were tracked using TCS MS. In the last four months of the year, Ayala Property Management Corporation (APMC), the company managing the CHI’s properties started to use another complaints tracking system, hence the decrease in complaints deployed via TCS MS.