Lendlease Annual Report 2024

30 Lendlease Annual Report 2024 Our customers The world is a dynamic place, and so is our business. We’re continuously adapting and finding better ways to get things done. This dynamism is essential in our mission to provide our customers the best places and products while building securityholder value. Uplift in Australian customer satisfaction (CSAT) and net promoter (NPS) scores Maintaining thorough insight into customer experiences helps us drive their improvement. This insight includes via CSAT (customer satisfaction), NPS (net promoter) and EoDB (ease of doing business) scores, which combine to give us a broad picture of where we’re excelling and where we need to focus future effort. During the past six years, all three metrics have trended upwards in our Australia market. This level of satisfaction is reflected in the fact that more than 20 and 29 per cent of buyers at our One Sydney Harbour and One Circular Quay developments, respectively, are repeat Lendlease purchasers. It extends to our commercial offerings. Salesforce Tower now fully occupied, while 90 per cent of tenants at Barangaroo South making future leasing decisions have chosen to recommit to the precinct via future leasing arrangements. In other markets, overall results remained relatively stable – a positive outcome given the challenging trading conditions in many regions. Our commitment to improving the customer experience will continue as we realign our business following our May 2024 strategy update. While we will be refocussing Development and Construction efforts to Australia, we remain strongly committed to working with our partners to complete the great places we have in delivery. We’ll also continue to build out the relationships we have with our 70 major capital partners through new development projects and investment opportunities in Australia, and via our international Investments platform. Campbelltown: Macarthur Square