Page 24 - 招商蛇口2021可持续发展报告 英文版观看版

SUSTAINABILITY A CARRIER OF THE PEOPLE'S BETTER LIFE 43 44
REPORT

Response to Customer Demands Customer satisfaction management

China’s “Double Top 10” Real Estate
Working vigorously on customer services, we control customer service risks, learn We never stop our efforts to satisfy our
Enterprises in Customer Services
from internal and external good practices, adopt closed-loop management, and customers. We have formulated the Guidelines

introduce digital services to put in place a set of considerate services with CMSK CMSK listed in the TOP 10 real estate on Service Supervision and Management
enterprises in comprehensive customer
features. We also offer convenient, reassuring and considerate whole-process to fully protect the rights and interests of
services
customer services from home tours, contract signing, making appointments for home customers, and conduct customer satisfaction
delivery, acceptance check, to move-in, and property management services. In 2021, CM Club listed in the TOP 10 customer surveys at important nodes such as one
we were among the best in the industry in terms of customer satisfaction. associations month, six months after signing the contract,
and one month, half a year, two years, and
over two years after home delivery. In 2021,
for home onwers whose home was delivered
Customer privacy protection over a year ago, we replaced the annual
year-end survey with monthly ones to have a
better and quicker understanding of their
In strict accordance with Chinese laws and regulations governing information protection, such as we have formulated the
Tort Liability Law,
perception throughout the whole process and
Confidentiality Management Policy.
A comprehensive customer information system is in place, covering corporate policies, access control, and
provide services that statisfy their needs.
protecting business information. We clarify the procedures for authorizing data export and check. Besides, all employees must abide by confidentiality
regulations. We sign the confidentiality agreement with relevant employees and suppliers to protect the information of customers and prevent the
leakage of customer information.
64 Customer satisfaction surveys for Customers of residential property projects scored
residential property projects for
cities covered by the customer 3higher in the satisfaction survey from the
Customer complaint management information center service hotline 16consecutive years previous year, higher than the industry average.

We put ourselves in the customers’ shoes, optimized 100% 98% Note: The above satisfaction survey covers all cities and
all projects operated by us independently.
the complaint handling process, and established a of customer complaints received by China of complaints against property
Merchants Aden apartments and China management were resolved
long-term complaint handling mechanism to make it
Merchants cruise ports were resolved
easier and more efficient to file and handle complaints.

Unimpeded channels for A well-regulated complaint Strengthened closed-loop
filing complaints handling process management

We actively diversify the channels We set standards on the time limit The headquarters effectively
to hear from customers. Customers and methods of handling customer supervises the front-line work by
can voice their opinions and concerns, complaints. Customer complaint means of follow-up calls to
request for the repair, information records are kept permanently for the customers, customer satisfaction
services, and make a complaint by purpose of effective supervision. surveys, daily random checks,
phone calls, letters, in-person visits, When customers are not satisfied regular reports, and annual
emails, or on our official account with the handling of the local company, assessments to see that customer
and mini-program on WeChat. The they can bring their complaint to the concerns are addressed in a timely
service hotline has been put into trial headquarters which will see to it that and effective manner.
operation for serviced apartments their concerns are addressed.
and commercial property projects
across China.