1. Customer Service System
To improve customer service, the Group has launched the "Listening Campaign (聆听行动)", encouraging the management team to contact closely with customers and experience service scenarios in person, employees may able to identify problems and make improvements, hence raising the awareness of customer service among all employees.
The Group have established a robust customer complaint review and supervision mechanism, which starts from all-level customer service staffs to identify typical customer complaints, lead and conduct "5why" review with other function units to find out the root cause of complaints and take measures to address problems and improve service.
Based on a statistical analysis of customer complaints, maintenance requests and satisfaction of the previous year, we summarized 7 customer concerns and completed 21 improvement measures in collaboration with engineering, product, marketing and property management departments.
CIFI is endeavoured to put in place efficient customer feedback channels including CEO Direct Line (CEO 直通车), service line 400 and complaint mailbox so as to collect and understand customer needs and expectations, and improve customer satisfaction. All the complaints will be assigned to the responsible staff on the "Joyful Heart Assistant (悦心助手)" system and responded within 30 minutes. The responsible staff will keep in communication with the customer until it is closed. In 2023, a total of 24,153 customer service and quality complaints were received, all of which were resolved, resulting in a 100% handling rate. Additionally, 8,895 customer feedback was received through "CEO Direct Line", with a 97% closing rate.
2. Customer Satisfaction and Enhancement
CIFI continues to optimize its customer service, focuses on improving the service capabilities of its frontline team on the basis of existing platforms and activities. Further, leaveraging regular satisfaction surveys, we gain a deeper understanding of customers' needs and expectations to ensure customer satisfaction towards our service.
CIFI has integrated the customer relations application "CIFI Club" and the marketing application "CIFI Home" into an online and offline platform to address customer complaints and repairs. Furthermore, a new satisfaction research system was implemented in 2023, allowing customers to score and evaluate CIFI's products and services, contributing to continuous service improvement.
We conduct "Wholehearted Maintenance"services every year to provide homeowners with home maintenance and repair services. In 2023, we conducted 153 on-site maintenance in 58 projects, serving over 100,000 homeowners. In the future, we will continue to carry out such services to enhance our customers' overall living experience.
We have launched a "Wholehearted Renovation ( 悦居焕新 )" Plan to revitalize older communities. In 2023, we completed 76 modification work for 44 communities in 17 cities, rejuventing the communities to present a better and more enriching living experience.
3. Customer Activities
The 37℃ Community embodies CIFI’s endeavour to create pleasant community environment for its customers. The temperature of 37℃ is slightly higher than normal body temperature by being warm without the sensation of heat. CIFI is dedicated to bringing an above-expectation habitation experience with warmth and comfort via 37℃ Community. Even during the sales phase of this development, the process is already underway to showcase a “seeing is believing” vista of futurist living experience. Everything from putting in place support services for 37℃ space in the intergenerational integrated all-age community, to the neighbourhood shared development that enriches the community environment, as well as our Love Care Service System taking care of the client through all stages of life journey, are effectively redefining good lifestyle, building harmonious community with a joyful neighbourhood environment.
4. Protecting customers’ rights and interests
We strictly abide by the relevant laws and regulations such as the Cybersecurity Law of the PRC, regulate the standards in all aspects of customer information collection, storage, and use, in order to protect consumers' rights and interests.
In 2021, the official website of the Group completed the annual retest of the network security level protection level 2 test and evaluation certification, and the digital technology department passed the GB/T22080-2016/ISO/IEC27001:2013 information security management system certification.
The Group has established a confidentiality management mechanism, issued the Information Confidentiality Administrative Measures, and set up confidentiality levels and different authorities for confidential information such as various commercial information, data assets and information of third parties known to the Group.
