Overview Economy Community People Environment Governance & Risk Disclosure GRI & ADX 31GRI 103-2, 103-3, 203-2 A customer-centric approach Our loyalty programmes are part of our tailored approach We also make sure we actively listen to our customers. Our real-time Voice of Customer programme allows us to gather feedback and understand how our customers experience Aldar services. Giving our customers a voice was more important than ever in the face of the uncertainties created by the pandemic. In 2020, more than 38,000 customers shared their experiences with us, a 72% increase from 2019, with our Retail and Hospitality and Leisure business achieving customer satisfaction scores of 94% and 91% respectively. Darna – rewarding our customers’ loyalty Aldar is a business that touches many aspects of our customers’ lives, from grocery and fashion retail, to education and entertainment. To enhance our customers’ experience across all of these touchpoints, in September 2020, we launched Darna - a free loyalty programme available as a mobile app. Darna lets members earn and redeem points on almost any spend at over 850 Aldar assets, including residential communities, malls, hotels, and retail stores. With over 40,000 members already subscribed, this first-of-its-kind loyalty programme for Abu Dhabi and Al Ain both reinforces Aldar’s commitment to a customer-centricity approach, and complements our innovation programme. 72% more customers shared theirexperience with us in 2020 81.7% customer satisfaction score across Aldar4 4 CSAT Index Find out more about Customer Centricity in our Annual Report (pages 36-37). 0 1 2 3 4 5 6 7 8 9 0 0 1 2 3 4 5 6 7 8 9 0 0 1 2 3 4 5 6 7 8 9 0 0 1 2 3 4 5 6 7 8 9 0 0 1 2 3 4 5 6 7 8 9 0