Customer Satisfaction and Marketing Standards

[PR0] We constantly strive to be our customers' property business partner of choice. To continually provide exceptional levels of customer service, ProLogis developed ProServe, a systematic customer service initiative. This effort provides a framework for regular and productive interaction between our employees and our customers. [PR5] This is reflected in our high levels of customer retention, which exceeded 79% as of December 31, 2008, as well as the degree of satisfaction recorded in our bi-annual customer survey.

This survey is conducted in North America every two years. We ask customers to rate their general experience with their ProLogis personal contact and contractors, as well as in the areas of leasing, property management, facility condition and maintenance. Customers rated our performance on a scale of 1 to 5, with 5 representing top performance. The table at right summarizes the percentage of respondents indicating a 4 or a 5 in each category. Click here for survey trend data.

[PR6] In addition to meeting high customer satisfaction levels, we also place a high importance on maintaining consistent messaging when marketing our business. Every public-facing employee adheres to a detailed disclosure policy, and we follow all NYSE guidelines regarding press release announcements and other marketing collateral. The majority of our senior marketing staff belongs to one or more professional organizations, such as the Business Marketing Association and the American Marketing Association, and adheres to guidelines established by these groups. [PR7] We are in full compliance with our marketing communications regulations and do not have any violations to report for 2008.