Putting Customers at the Core of Everything we Do

Sparked by a conversation with the Safal Group CEO, we launched Project Heartbeat, a customer-focused initiative. Using Net Promoter Score (NPS), we began collecting data in 2023 to better understand and improve customer experiences. The initiative revealed that every employee interaction—from security guards to sales staff—shapes the overall customer journey. We have since acted on feedback to improve services, including payment processes and showroom availability. Now expanding to all Business Units, Project Heartbeat encourages internal reflection and aims to build a more customer-centric culture.