Enhance

Enhance Diverse Connections

In an effort to create green office space, shopping space and tourism space through building a sustainable and friendly workplace, we have been continually engaging our employees, suppliers, contractors, tenants, customers and other stakeholders in communication. On top of establishing our suppler evaluation system to ensure their compliance with pertinent human rights and hiring standards, for our tenants and customers, TAIPEI 101 has been conveying its sustainability concepts through means such as our monthly publications and non-periodic activities. By continuing to support social welfare organizations through action, we have endeavored to enhance our diverse connections in order to leverage our influence so that more businesses would follow suit and create more positive values for society.

This chapter will focus on the disclosure of the services that we offer and the workplace and community environment that we strive to provide for our supply chain, business partners, employees, tenants and customers. Material topics covered herein include; value chain management, caring workplace, employee compensation and benefits, product and service quality and transparent communication, customer relationship management, and cultural creativity and charity promotion.

5.1 Sustainable Value Chain

TAIPEI 101 is committed to providing services of the highest quality and environments of the utmost comfort to our tenants and customers. We have adopted stringent standards in our screening and selection of suppliers and outsourced vendors and asked them to provide comprehensive education and training in order to maintain the sustainable value chain that we have worked so hard to build.

5.1.1 Value Chain Management

Material topic: Value Chain Management
Stakeholder

In an effort to assist development of local economies, we have always prioritized local suppliers and outsourced vendors. We have defined “local purchase” as any purchase that is made from suppliers with registered address in Taipei City, as our main operating location is at TAIPEI 101 on No.7, Section 5 of Xinyi Road in Taipei City. For 2017, the total amount of local procurement TAIPEI 101 has made came to approximately NT$ 615,912,000 (including tax), equivalent to 55.6% of our total procurement for the year.



TAIPEI 101 Value Chain

5.1.2 Suppliers

Material topic: Value Chain Management
Stakeholder

Guided by our philosophy of creating diverse and friendly environment, TAIPEI 101 has continued to improve upon its supply chain management and sustainable procurement guidelines by incorporating a “Supplier Code of Conduct” and a Supplier Commitment. On top of that, we have also established our “Supplier Evaluation Management Procedure,” which has been subject to revisions with newly added terms and clauses on social responsibilities so that we can achieve greater degree of control and management of risks in the supply chain that may happen in the environment, society and governance. In October 2017, we conducted our annual audit operations for major suppliers with transaction amount exceeding NT$ 3 million in accordance with the “Supplier Management Procedure”. Suppliers were evaluated in different aspects including their service, delivery, construction/operating quality, maintenance and so forth. Based on the results of their evaluation, suppliers are separated into different grades (i.e., A+, A, B, C and so forth) and their results have been registered on our supplier evaluation platform. The purchasing unit shall prioritize A+ suppliers for price negotiations, while C suppliers will be registered in our database and excluded from future dealings with TAIPEI 101.

In 2017, 464 suppliers took part in the evaluation, with total purchasing amount reaching NT$ 962,354,664 (including tax), which constituted 86.9% of TAIPEI 101’s annual purchasing budget. The evaluation identified 20 A+ suppliers, 434 A suppliers, 10 B suppliers and no suppliers scored lower than a C. Through the evaluation system, TAIPEI 101 hopes to make the process of supply chain collaboration transparent while further consolidating our supply chain management. As we encourage suppliers to maintain product and service quality, we also look forward to working with our suppliers on ESG (environment, society and governance) in the near future so that we may create a sustainable future.


  • Supplier Evaluation System Grade Classification:
  • A+:95 points or higher
    A+:95 points or higher
    A:81-94 points
  • B:0-80 points, will be included into a watch list. Specific reason must be provided for suppliers on the watch list to be considered for collaboration
  • C:below 59 points – will not be considered as an eligible candidate(out of a score of 100 points)

  •  Corresponding SDGs: SDG 10

    GRI 102-9

    (description of the organization’s supply chain, including its main elements as they relate to the organization’s activities, primary brands, products and services)

    GRI 204-1

    (Proportion of spending on local suppliers)
    We have completed our supplier evaluation platform that separates our suppliers into different classes so that we can choose those with outstanding performance in their evaluations
     Corresponding SDGs: SDG 8, 10

    Supplier Related Regulations and Measures


    GRI 308-1

    (New suppliers that were screened using environmental criteria)

    GRI 414-1

    (New suppliers that were screened using social criteria)

    GRI 408-1

    (Operations and suppliers at significant risk for incidents of child labor)

    GRI 409-1

    (Operations and suppliers at significant risk for incidents of forced or compulsory labor)

    5.1.3 Outsourced Vendors

    Material topic: Value chain management
    Stakeholder
    Vendor Outsourcing Status

    In 2017, all of our outsourced vendors have complied with our regulations, with all 368 security personnel, cleaning personnel, mechanical service technicians and parking management personnel for the office tower and the shopping mall hired locally; among the 379 outsourced vendor employees, 356 are full-time employees. In addition, TAIPEI 101 has hired 6 employees with physical/mental disabilities as a part of the cleaning crew for the office tower and the shopping mall, and they make up approximately 2% out of all outsourced vendor employees.

     Corresponding SDGs: SDG 8, 10

    GRI 102-8

    (Information on employees and other workers)
    Outsourced Vendor Training

    In order for our partners to grow side-by-side with us to achieve the goals of sustainable development, we request that outsourced vendors be obliged to enhance their employees’ working competency. As such, outsourced vendors shall provide 24 hours of pre-service training for newly hired staff in order for them to understand the working regulations at TAIPEI 101, as well as the key points of the working environment and safety matters. In addition, in accordance with the requirements of the “Labor and Safety and Health Act,” outsourced vendors must inform their staff of the risks related to work and the measures that should be taken.

    Our outsourced vendor training for 2017 included cleaning, security, parking management, occupational safety, fire prevention and so forth by offering corresponding trainings for staffs of different units in order to deliver the best and consistent service quality for TAIPEI 101’s customers and tenants. In 2017, our outsourced vendor employees completed a total of 6,342 hours of training. Although the figure is a decrease by 9.97% compared to the previous year, we still managed to satisfy the legal requirements.

    Among these trainings, we have placed special emphasis on security training in order to safeguard the physical safety of all tenants. Each month, all security personnel are required to take a test that involves climbing from the 1F to the top floor. In addition, as a reminder for our security personnel to take human rights seriously, they are also required to go through 15 minutes of dissemination on relevant concepts during their daily briefings.

    No. of Outsourced Vendor Personnel in 2017
    Shopping Mall Outsourced Vendor Training (4,132 hours in total)

  • Note: Total number of training hours per year = No. of trainees X Frequency X No. of training per year
  • GRI 404-1

    (Average hours of training per year per employee)

    GRI 410-1

    (Security personnel trained in human rights policies or procedures)

    Office Tower Outsourced Vendor Training (2,073 hours in total)
  • Note: Total number of training hours per year = No. of trainees X Frequency X No. of training per year

  • Observatory Security Personnel Training (137 hours in total)

    Due to the recruitment of new security personnel at the observatory and the incorporation of general labor safety and health training for new employees in 2017, our total hours of training for observatory security personnel increased by roughly 52% compared to 2016.

  • Note: Total number of training hours per year = No. of trainees x Frequency x No. of trainings per year
  • 5.2 Caring Workplace

    Stakeholder

    Insisting on being people-oriented, we see each and every employee as our most important family member. As such, we emphasize and protect the rights of employees by offering lucrative benefits and space for career development to cultivate core talents. This not only enabled us to increase employees’ satisfaction with their work but also facilitated employee cohesion while reinforcing their recognition of the Company, leading to the creation of a harmonious working environment that allows us to jointly create greater corporate competiveness.

    5.2.1 Employment Status

    Material topic: Caring Workplace

    The appointment of staff at TAIPEI 101 is guided by the principle of focusing on talents. At the same time, we prohibit any form of discrimination in our workplace based on race, age, gender or religion. We also abide by the current national laws on employee hiring, including the Labor Standards Act, Employment Service Act and Act of Gender Equality in Employment etc., to promote gender equality and ensure that the hiring, appointment, compensation, performance management and career development are governed with fair treatment, and our company also prohibits child labor, forced labor and other violations of human rights. In 2017, we adhered to our spirit of sustainable governance and had no violations of legal regulations or incidents of discrimination.

    The Company had 332 full-time employees as of the end of 2017 and all of them were non-fixed term contract employees. All employees and senior management are local residents and native Taiwanese. TAIPEI 101 fully supports the right of employment and autonomy for those with physical/mental disabilities and aboriginal people. Nevertheless, we received no job applications from aboriginal people who were eligible for our job openings in 2017 and we had an aboriginal employee who resigned, our total number of disabled and aboriginal employees for the year was reduced to 5 and 3 respectively. Since we did not meet the legal requirement for the number of aboriginal employees, we have made the required payment to the employment contribution for aboriginal people.

    In terms of gender distribution, our male and female employees constituted 42% and 58%, respectively, of the entire staff profile. The percentage of our female employees remained the same as that of 2016. By maintaining our ratio of female employees, it reflects the fact that the Company values and appreciates female talents.

     Corresponding SDGs: SDG 5, 8

    GRI 102-8

    (Information on employees and other workers)

    GRI 202-2

    (Proportion of senior management hired from the local community)

    GRI 406-1

    (Incidents of discrimination and corrective actions taken)

    Gender

    Gender Distribution for Non-Official Employees
  • Note: TAIPEI 101’s non-official employees include part-time employees and dispatched personnel

  • Employee Average Age

    GRI 408-1

    (Operations and suppliers at significant risk for incidents of child labor)

    GRI 409-1

    (Operations and suppliers at significant risk for incidents of forced or compulsory labor)

    GRI 411-1

    (Incidents of violations involving rights of indigenous peoples)

    GRI 405-1

    (Diversity of governance bodies and employees)

    Gender Distribution for Executives

    Employee Age Profile

    Employee Distribution by Level of Education

    Ratio of Aboriginal Employees, Employees with Disabilities and Re-employment Employees

    New Employee Distribution by Gender and Age
  • Note: Gender distribution for new employees: No. of new male (female) employees in different age groups/Total no. of employees

  • Resigned employee Distribution by Gender and Age
  • Note: Gender distribution for resigned employees No. of male (female) resigned employees in different age groups/Total no. of employees

  • GRI 401-1

    (New employee hires and employee turnover)

    5.2.2 Employee Compensation and Benefits

    Stakeholder
    Material topic: Employee compensation and benefits

    In an effort to promote a diverse and friendly workplace, TAIPEI 101 has endeavored to provide remunerations that are superior to the market average along with other extensive non-financial benefits and perks.

    Employee Salary

    Providing a competitive and sound compensation structure is the key to attracting and retaining talent. Our remuneration standard offers employee wages in accordance with their competence and capabilities at work. Our wages are higher compared to the legally required minimum as stipulated by pertinent regulations and are adjusted on a yearly basis in accordance with the national average wage (i.e., wages offered by companies within the top 50% percentile in terms of market share) and market competitiveness.

    In 2017, the ratio of basic salary and remuneration for female to male employees came to 1:1. The basic salary for male employees was higher than the national minimum wage by 132%, and the basic salary for female employees was also higher than the national minimum wage by 132%. The ratio of our female to male employees receiving average wage came to 1:1.2; our average wage for male employees was higher than the national minimum wage by 160%, and the average wage for female employees was higher than the national minimum wage by 130%. The ratio of basic wage plus remuneration for basic level female and male employees came to 1:1. Because most of our female staffs are customer service personnel at the observatory and the shopping mall and that basic level customer service personnel receive relatively lower wages, they have therefore lowered the overall average for female employees as a whole.

    The ratio of the annual total compensation for the organization's highest-paid individual to the median annual total compensation for all employees (excluding the highest-paid individual) came to 11.48. The ratio of the increase in the annual total compensation for the organization's highest-paid individual to the median increase in annual total compensation for all TAIPEI 101 employees (excluding the highest-paid individual) came to -2.18.



     Corresponding SDGs: SDG 3, 5, 8

    GRI 202-1

    (Ratios of standard entry level wage by gender compared to local minimum wage)
    2017 Salary Comparison Table
  • Note: Remuneration includes additional payments that employees receive from the Company in the form of benefits, cash rewards, subsidies and so forth.

  • 2017 Table of Basic Wage and Remuneration for Female and Male Employees of Different Categories/h6>
  • Sources: Directorate-General of Budget, Accounting and Statistics/Council of Labor Affairs, Executive Yuan

  • GRI 405-2

    (Ratio of basic salary and remuneration of women to men)

    GRI 102-38

    (Annual total compensation ratio)

    GRI 102-39

    (Percentage increase in annual total compensation ratio)

    Employee Care

    In an effort to promote a friendly workplace, we have planned a series of systems such as human rights, promotion, rotation system, retirement system and back-up service satisfaction survey as shown in the Table below:


    GRI 404-3

    (Percentage of employees receiving regular performance and career development reviews)

    GRI 402-1

    (Minimum notice periods regarding operational changes)

    GRI 201-3

    (Defined benefit plan obligations and other retirement plans)

    Employee Benefits

    In addition to the basic benefits in accordance with pertinent regulations, the Company also offers a variety of employee benefits, such as:


    Parental Leave

    Based on the Gender Equality Act, employees are offered maternity leave at full pay for an accumulated 8 weeks before and after they give birth. We also offer 3 days of paternity leave at full pay for employees whose spouses have just given birth. In 2017, a total of 54 employees (14 males and 40 females) were eligible for parental leave. 3 female employees (7.5%) applied for the leave and among the five employees who were supposed to return to their posts, three of them returned because they applied to extend their parental leave (without pay).


    Healthy Workplace Accreditation

    Here at TAIPEI 101, we firmly believe that an ideal workplace environment will not only promote the health of our employees but also enhance our corporate productivity, and as such, we have endeavored to implement various smoking prevention measures at the workplace to create a healthy and secured working environment. In 2017, we took part in the campaign of healthy workplace launched by the Health Promotion Administration and received our Badge of Accredited Healthy Workplace for two consecutive years.





    TAIPEI 101 received the Badge of Accredited Healthy Workplace from the Health Promotion Administration for two consecutive years

    Parental Leave Statistics

  • Note 1: The Badge of Accredited Healthy Workplace is issued when a company implements tobacco hazard prevention measures that are stricter than the legal requirements as an incentive for companies to promote smoke-free environments while launching healthy workplace related promotions.
  • GRI 401-2

    (Benefits provided to full-time employees that are not provided to temporary or part-time employees)

    GRI 401-3

    (Return to work and retention rates of employees that took parental leave, by gender)

    5.2.3 Employee Training and Communication

    Material topic: Employee Compensation and Benefits
    Stakeholder

    In order to foster employee recognition and ensure that they will strive to facilitate our core values of “S.P.I.R.I.T”, TAIPEI 101 has established relevant education and training plans for aspects such as individual position requirement, career development, company growth and so forth in addition to establishing our labor-management communication mechanism.

    Employee Training
     Corresponding SDGs: SDG 8

    TAIPEI 101 has included employee official training and development policies and relevant regulations in our employee handbook as a means to enhance our employees' core competence and competitiveness. Apart from our collectively planned internal training, all units are entitled to submit applications for external training depending on the needs of the department or employees’ individual development. The total hours and costs of training for 2017 are shown in the table below. Compared to 2016, training costs in 2017 increased by NT$ 886,360, which translates to a growth by 28.66% and reflects our focus on talent cultivation. The dip in total hours of training is attributed to the reduced duration for potential/proxy training. For more details, refer to the average duration for specific training type. Presently, TAIPEI 101 does not provide transitional solutions for vocational skill training or career planning for employees whose employment has been terminated due to retirement or other reasons.


    Employee Training Duration Statistics

    Table of Internal and External Training for 2017


    GRI 404-1

    (Average hours of training per year per employee)

    Average Training Durations for Different Taining Categories
  • Note: 1.Average training hours = Total number of hours for the training category/Total number of employees under the category at the end of the year
  • Note: 2.The reduction in the total hours of potential/proxy training is primarily due to the reduction in Top Marketing Strategy Course (from 14 hours to 7 hours) for supervisors and their proxies and the fact that we adopted internal project in place of training as the format for proxy development.

  • GRI 404-2

    (Programs for upgrading employee skills and transition assistance programs)

    GRI 404-3

    (Percentage of employees receiving regular performance and career development reviews)

    Total Hours of Training for Different Course Tpes


    Communication Mechanism

    We value the views of our employees and have thus provided different communication and complaint channels (refer to Chapter 1.3.1 on Integrity Management) to promote a positive and harmonious relationship between the management and employees to create a healthier and safer working environment. We have also established our “Labor Safety Committee” which meets to resolve major labor-management related issues. In 2017, the committee convened four communication meetings to review labor safety case studies and discuss the prevention of relevant problems. Each meeting was attended by approximately 13 employees. We also encourage employees to provide creative suggestions for the Company and in return, they would receive cash reward for their valuable input. We have also created the “Appointment with the President” event that is carried out on a quarterly basis along with a suggestion box for employees as ways to encourage employees to make their voices heard and provide suggestions. In the future, we will also assess the feasibility of introducing a new product planning proposal system and encourage employees to be involved and work towards improving the Company further. In 2017, employees from different departments submitted 7 creative proposals to TAIPEI 101.

    5.3 Customer Care


    Material topic: Customer relationship management
    Stakeholder

    TAIPEI 101 has been working diligently to improve its service quality and with professional and outstanding performance, we have managed to satisfy different tenants and customers with their diverse needs by eliminating potential concerns they may have in their operations/visits/ shopping experience.


     Corresponding SDGs: SDG 8

    5.3.1 Rental Status

    Material topic: Customer relationship management

    The following section will cover the rental status of the office tower and shopping center along with relevant management policies.


    Office Tower Rental Status

    Tenants in the TAIPEI 101 Office Tower and the Shopping Mall are by and large brands well known both locally and internationally. The office tower has a leasable area of 181,545.19m2 and the occupancy rate came to 94.62% in 2017.
    The dip in occupancy rate was primarily attributed to the medium-size customers moving out from the office tower due to merger and acquisition.





    Office Tower Tenants by Nationality and Floor Area

    Office Tower Tenants by Industry (in percentage)


    Tenant Services available at the Office Tower


    These venues are available for tenants to receive guests or host relevant events and such a fashionable and elegant environment would no doubt create higher value for our tenants' business events.


    Shopping Mall Rental Status

    TAIPEI 101 Mall, as the Asian-Pacific fashion landmark, boasts of world-class interior space planning and is favored by selective international boutique brands to establish their stores in Taiwan. As of the end of 2017, there are a total of 182 retail Tenants, 1 apparel tailoring service, 1 bank, 1 fitness center, 1 complete auto restoration service and TWSE at the TAIPEI 101 Mall. The shopping mall has a total leasable area of 38,211 m2, with a 99.3% occupancy rate in 2017.



    Exclusive designer brands at TAIPEI 101 include Breguet, Berluti, AP, JLC, IWC, Versace, Versus, Blancpain, Hublot and Vacheron Constantin.

    Tenant Management Guidelines

    For tenants at the shopping mall, we have established the “Shopping Mall Management Rules” and “F&B Tenant Management Rules.” TAIPEI 101 shall be responsible for the maintenance of cleanliness in the public areas, including the parking lot, staircases and elevators while ensuring the operational safety of the shopping mall. We have also set up a training classroom and counter staff rest room on the 3F of the shopping mall for tenants and their employees to engage in training and rest when needed.

    To ensure the safety of tenants and customers at the shopping mall, we ask all tenants to adhere to our “Shopping Mall Management Rules” for operations such as store renovation, business operations and daily power usage management and so forth. Not only that, we also request tenants to complete a checklist for self-management of their premises on a daily basis to be collected for inspection each month. Tenants’ business premise are also duly inspected by designated staff from the Mall Property Management Department and our security personnel during closing hours. Violations will be recorded with (pictures taken) and reported to Mall Property Management Department, who will then notify the tenant in question to take corrective actions and impose penalties in accordance with the “Shopping Mall Management Rules” after verifyin

    TAIPEI 101 is committed to fulfilling its corporate social responsibilities and has included a new clause on corporate social responsibilities in our tower tenant regulations. The clause states: “Both TAIPEI 101 and the Tenant pledge to emphasize corporate social responsibilities. In addition to striving for outstanding corporate management, both parties shall pay attention to social relationship and sustainable environmental protection in pursuit of the sustainable development of the business”. For new tenants the clause on corporate social responsibility has been incorporated into the new standard contract; for existing tenants, the clause has been appended into their original contract in the format of a memorandum. The signing of social corporate enterprise clauses by tenants for 2017 is shown in the table below. The decrease in the number of office tenants that signed the clause in 2017 is attributed to the fact that the number of office tenants in 2017 had decreased.

    5.3.2 Product and Service Quality and Transparent Communication

    Material topic: Product and Service Quality and Transparent Communication
    Stakeholder

    In an effort to ensure outstanding product and service quality, we have always insisted on taking the initiative to communicate with our tenants and customers. This section will cover TAIPEI 101’s products and services and the operating mechanisms of our Appointment with Tenants and customer service complaint channels.


     Corresponding SDGs: SDG 8, 17
    Support for Taiwan’s local products

    GRI 417-1

    (Requirements for product and service information and labeling)
    Tenant Communication Mechanism
    Appointment with Tenants

    In order to listen to the voices and feedback from our tenants, we have established a quarterly “Appointment with Tenants” system for TAIPEI 101’s senior management to directly converse with tenants’ senior management in order to facilitate inter-tenant exchanges and foster a sound model of interactions. These events not only enabled international tenants at TAIPEI 101 to better understand relevant government policies but also offer an opportunity for the government to listen to the voices from the public sector. As many of TAIPEI 101's tenants are organizations in the financial sector, the “Appointment with Tenants” is the ideal event that enables TAIPEI 101 to become the best platform for communication.


    GRI 102-2

    (Activities, brands, products and services)
    “Appointment with Tenants” Events and Topics
    Educational Training
    Tax Refund Training

    We hosted 1~2 training sessions on tax refunds that lasted for 1.5 hours per session for sales personnel at the shopping mall on a monthly basis in the hopes of making the tax return process more convenient and accessible for our foreign visitors.

    Retail Staff Training

    Although retail tenant sales staff in the shopping mall are not employees hired by us, they are, however, an important medium to convey TAIPEI 101’s brand image to customers. In order to provide all customers with the experience of professional and privileged services, we have developed “Shopping Mall Management Rules,” “Shopping Mall F and B Tenant Management Rules” and “Retail Tenant Personnel Education Manual” to regulate the service and conduct of the sales staffs.

    Communication Performance of Customer Service System for 2017
    Channels of Customer Service Complaints – Customer Service System

    Customers can voice their opinions through our official website, email, telephone or drop by in person at the B1 customer service center in the shopping mall. Suggestions submitted between the hours of 9:00 AM through 10:00 PM (regular business hours) would be relayed to relevant departments by email within 24 hours by Mall Customer Service's personnel. TAIPEI 101’s customer service system consists of the following primary functions: full conversation recording for all calls made to TAIPEI 101, service personnel handling log, management of customer feedback on our official website and response to emails sent, case inquiries, relevant statics and so forth. In order to ensure effective and precise control over each entry of customer feedback/complaint, we have adopted digital management and for the handling of customer complaints, the Company requires all customer complaints must be closed within 48 hours and that responsible personnel report to the management regarding the handling process. This implementation delivered significant results and effectively improved the various channels for event inquiries we have established for customers. The system also provides relevant basis for future improvements and facilitates integrated management of all cases to help improve TAIPEI 101’s overall performance as we progress further towards excellence.

    Division (and higher) level supervisors and Mall Customer Service supervisor can access the system at any time to check on cases and analyze data while the Customer Service supervisor can also access recorded data, with all incoming calls recorded for backup. Each week, customer service will submit the customer service weekly report to division level supervisors to keep track of various items. Frequently asked questions from customers have also been compiled into a knowledge-base that can be passed on to new employees. We have also completed analysis for accidents and customer complaint analysis in order to continue improve upon our customer satisfaction.

    In 2017, our customer service system received 30,698 entries of information. Among these entries, 164 were customer complaints, which we promptly addressed by responding to the customers within 24 hours. Each and every case of customer complaint is tracked and processed regularly before it is provided to each unit via email on a weekly basis. This reflects the Company's attention to the quality of customer service that we provide.

    Apart from complaints, we have also received messages of encouragement and praises that boosted our confidence in improving our service quality. We conduct customer satisfaction surveys on a yearly basis and formulate our plans for improvement based on the results. For the results of customer satisfaction survey and corresponding improvement measures, refer to the section on “Service Satisfaction” in this chapter.

    Customer Complaint

    On December 7 2017, a customer purchased a SUPERDRY jacket at a departmental store in Hsinchu and made a request to pick up the jacket at SUPERDRY’s branch at TAIPEI 101. However, the retail staff at SUPERDRY’s TAIPEI 101 branch was not able to reach the customer by phone and due to a discrepancies in the communication on product pick-up, both parties engaged in a verbal disagreement. In the end, TAIPEI 101 SUPERDRY store manager stepped in and consented to the customer’s request for product return and sought assistance from TAIPEI 101’s administrative unit to follow-up on the situation.


    How the complaint was handled
    Expression of Gratitude

    On November 17 2017, a customer misplaced NT$ 12,000 in cash at TAIPEI 101’s motorcycle parking lot on B2. Our customer service personnel promptly asked the customer to fill out a lost-and-found form while notifying our security personnel to locate the misplaced cash. The security personnel later found the money in the B2 motorcycle parking lot and returned with the money immediately at the customer service desk in order for the customer service personnel to respond to the customer.

    The customer service personnel tactfully informed the customer that they were only doing their job and our staffs are not allowed to accept gifts or gratuity from customers, and therefore must respectfully decline her offer. In the end, the customer thanked our customer service and security personnel for the help they have provided in retrieving her misplaced cash.

    In order to thank the customer for making the effort to express his gratitude and encouragement, TAIPEI 101 has responded through our customer service system and thanked the customer in return. We also verified the customer service personnel who assisted the customer on the day of the incident and commended her for her efforts. The Customers’ praise is not only the best motivator that drives us forward but also serves as a critical propellant that inspires customer service personnel to give their best performance.

    Service Satisfaction Survey

    Staying true to our insistence on service quality, we have continued to actively communicate with the office tower tenants and customers at the shopping mall and observatory through our satisfaction survey in order to strengthen our interaction and connection with them. We have also established our brand strategies and formulated guidelines on improving our customer satisfaction based on the results of these satisfaction surveys. We have conducted random sampling surveys for observatory visitors between January and November 2017 based on the distribution of their countries of origin and collected 806 valid questionnaires. Compared to the results from 2016, the satisfaction levels for each item showed discrepancies below 1% and most of the customer feedbacks were similar, which goes to show that our customer satisfaction performance for 2017 has in fact been close to that of 2016. In the future, we will continue to improve upon various aspects including customer circulation planning, facility maintenance, service contents and so forth in order to improve our brand image, enhance our service quality and foster brand loyalty.

    Service-related Award

    In 2017, TAIPEI 101 employee Ms. He Yu-Wei received the “No.1 Outstanding Employee Role Model Award” from the Retailers Association of Chinese Taipei. The head of the panelist for the award noted that Ms. He adequately demonstrated her skills and what she had learned from her previous work experience into the services she provided and with her creativity and outstanding service, she had successfully closed the gap between customers and the shopping mall.



    GRI 102-43

    (Approach to stakeholder engagement)

    GRI 102-44

    (Key topics and concerns raised)

    Survey on other feedback

    5.3.3 Customer Relationship Management

    Material topic: Customer Relationship Management
    Stakeholder

    We shall continue to promote our sustainability concepts externally by sharing the latest trends and reinforce relevant connections through relevant events.


     Corresponding SDGs: SDG 13, 17



    SMART TREND Exhibition: the event was in collaboration with the U.S. Green Building Council (USGBC) to invite 12 major international corporations to share their insight on the latest tech trends along with experts from the academia, start-up entrepreneurs and the office tower tenants to brainstorm for new creative ideas.

    5.4 Social Participation

    Stakeholder

    TAIPEI 101 has striven to become the world's tallest platform of charity. We have taken actions to care and assist the disadvantaged minorities by functioning as a reliable support for social welfare groups. Through TAIPEI 101's influence, we hope to inspire more enterprises to join our ranks to make our society a better place.


     Corresponding SDGs: SDG 3, 17

    5.4.1 Community Charity Events

    Material topic: Cultural creativity and charity promotion
    Light Up with Love

    In order to draw the general public's attention for specific groups or issues, TAIPEI 101 has often resorted to light-up events in the hopes of appealing to society to contribute to charity.

    Other Special Light Up Events in 2017

    List of Light Up Events in 2017
    Community Events

    In order to facilitate bonding with residents in surrounding communities, TAIPEI 101 has promoted relevant events and discounts so that TAIPEI 101 could become a part of local citizens’ day-to-day life. Through our “Befriending Our Neighbors Project”, we have collaborated with the local district office in the promotion of community public art exhibitions by organizing the “A stroll in the Xinyi District” on May 28, which attracted 35 participants. In addition, TAIPEI 101 observatory also offers a special 30% discount for employees of Taipei City Government so that they would have an opportunity to appreciate the view of the city that they have dedicated themselves to serving. In 2016, TAIPEI 101 observatory also planned the “101 Skyhigh Camping” and “Sky high Cinema” to offer new lifestyle experiences for the general public.

    101 Skyhigh Camping

    TAIPEI 101 observatory broke the conventional idea that camping can only be done outdoors by making access to the 101st floor available to the general public for the very first time, making it the tallest camping site in Taiwan. The event was mainly targeted at families and children, with activity contents covering astronomic observation, parent-children interaction, guided tour for children, quiz with prizes and so forth in order to make an educational and entertaining sky high camping experience for participating families. TAIPEI 101 observatory has also taken the initiative to offer materials and resources such as tents, bed rolls, sleeping bags, meals, free parking and such thoughtful services have received significant positive response and acknowledgement from the participants In 2017, we held five sky high camping events with a total of 800 vacancies, which were fully taken. The event enabled participants to have a greater sense of recognition for TAIPEI 101 in their community through this unique camping experience.


    GRI 413-1

    (Operations with local community engagement, impact assessments, and development programs)

    Charity Events

    Blood Donation Day

    To support the cause of “A Gift that Saves Lives”, TAIPEI 101 has been working with Taipei Blood Center ever since 2008 for the organization of blood donation day. Our restaurant tenant also sponsored free red bean soup to encourage tenants and their employees to roll up their sleeves for benevolent deeds. TAIPEI 101 held the blood donation day event in May and September 2017 that attracted 164 donors, who gave 114 pouches (in 250c.c.) of blood.

    Christmas Charity Concert

    During the Christmas season of 2017, TAIPEI 101 organized the “2017 Christmas Light Up Charity Gala” on December 6 2017. The special event was attended by distinguished guests including Vice-President Chen Chien-Jen, Minister of the Interior Yeh Jiunn-Rong and so forth. In light of the selfless contributions by foreign figures with outstanding merits or special knowledge towards Taiwan over the years, in an effort to recognize and thank these “New Taiwanese” for what they have given to Taiwan, TAIPEI 101 has chosen the festive celebration as the opportunity to invite 7 missionaries who have served for many years in Taiwan and have either become naturalized citizens or obtained the status of permanent residents to take part in the light up ceremony of the gala, thereby spreading the love and blessings of Christ to other parts of the island.


    Christmas Charity Donation

    For many years, TAIPEI 101 has striven to become the highest platform for charity and by pooling the collective strengths of all the office tower tenants, we managed to make the festive celebration even more meaningful. In 2017, TAIPEI 101 called upon its tenants to donate to the cause of charity and donated all proceedings to six organizations where the aforementioned New Taiwanese citizens whom have dedicated their lifetime to contributing to Taiwan. These organizations include: Overseas Radio & Television Inc., Tainan Theological College & Seminary, Christian & Missionary Alliance Taiwan, Bethlehem Mission Society in Taiwan, Roman Catholic Diocese of Hualien (Father Yves Moal) and Roman Catholic Diocese of Hsinchu. By offering tangible resources and assistance to these organizations, we will be able to promote and extend philanthropic care to all corners of Taiwan.

    “Making Dreams Come True Project” for Disadvantaged Minorities

    As one of Taiwan’s most important landmark to many, a visit to TAIPEI 101 is also the dream for many children in remote townships and disadvantaged minorities in Taiwan. Every year, TAIPEI 101 helps many disadvantaged minority groups by making their dreams come true so that children from remote areas in other parts of Taiwan could visit other places away from where they live to experience and explore and by visiting the world-class landmark that is TAIPEI 101, thereby broadening their vision and fulfill their dreams. In 2017, we had 1,407 visitors on charitable visits. Many of the children who have visited TAIPEI 101 have written or drawn their impression of TAIPEI 101 as their keepsake of the pleasant memories they have gotten from the “Making Dreams Come True Project”.

    Taiwan Fund for Children and Families – Envelop Abused children with Love


    In light of many incidents of child abuse in recent years, TAIPEI 101 has taken upon itself to promote the cause for child protection by jointly organizing the “Child Protection Season Press Conference” with Taiwan Fund for Children and Families. By sponsoring the venue for the charity event, TAIPEI 101 and Taiwan Fund for Children and Families called upon the entire society, including schools, hospitals and clinics, community residents and law enforcement agencies to jointly establish a close-knit network to accept victims of child abuse and take them into protection in order to prevent such tragedies from recurring. Our intention is to deliver a simple message to all corners of the society – children deserved to be cherished and loved.

    Taiwanese Anti-Cancer Association – Indomitable Cyclists Advocacy Campaign


    The Taiwanese Anti-Cancer Association is an organization that promotes the idea of fighting cancer through physical exercises. Members of the association have made their 7th tour around Taiwan in 2017 in an effort to call upon those suffering from cancer to join their ranks. From the 13 members during the association’s first year, there are more than 100 members that have attended the event this year and there were even cancer patients from Hong Kong who flew to Taiwan to participate in the event while raising funds for Project Care in Hong Kong in the hopes of giving orphans under the wings of Project Care could travel to Taiwan and ride with the association next year. This meaningful event not only served as a chance for participants to fulfill their dreams but also functioned as an initiative for cancer patients to reach out to other cancer patients and for the life of one to affect the lives of others, thereby sharing their cancer fighting experience with the general populace.


    Let Life Shine ── A Fair of Benevolence

    For 4 consecutive years, TAIPEI 101 volunteered to assist Lin Yuh Chi Foundation to raise the funds needed to help train patients suffering from spinal cord injuries to rebuild their lives and rejoin their communities, TAIPEI 101 has donated new products and various materials from the observatory to the foundation in order for the foundation to host a charitable fair at the Flora Expo Park. 90% of the proceedings from the auction were donated to the Potential Development Center for Spinal Cord Sufferers while the remaining 10% was donated to the Maria Theresia Social Welfare Foundation to set up community book houses for children in remote townships.


    Materials and Cash Donations

    TAIPEI 101 has spared no efforts or resources in its charitable investments and in 2017, our charitable investment covered three major categories of charity event expenses, donations and infrastructure investments. Within those, TAIPEI 101 has spent approximately NT$80.81 million to support the charitable events covered in the previous section, with roughly NT$ 1.15 million of direct donations and other donations. Together with an investment of approximately NT$7.21 million on providing the venues for charitable events and decorations, our total of charitable investment for 2017 came to approximately NT$92.18 million.



    GRI 203-2

    (Significant indirect economic impact)