Training We provide product quality training to employees, contractors, and supervisory units, ensuring consistent adherence to our unified work standards. Examples of Product Quality Training for Various Parties in FY 2024: Employees Training on anti-leakage, fine decoration, and work surfaces handover Contractors Training on third-party assessment, quality risk management for fine decoration, and finished product protection Supervisory units Training on third-party assessment, anti-leakage, quality risk management for fine decoration and finished product protection Customer Satisfaction The Group’s Customer Relations Department embodies Yanlord’s customer-centric philosophy, serving as a key link between headquarters and city offices to ensure seamless customer relationship management. Leveraging the successful implementation of its business systems and development strategies, the department has expanded its role across all cities where the Group operates, strengthening its coordination of customer relations. In FY 2024, the Group successfully delivered over 12,000 property units across 27 delivery batches. Amid challenging market conditions and intensified customer concerns, the customer relations team adopted a comprehensive approach, which encompassed risk assessment and response, product quality monitoring and control, pre-delivery inspections and defect rectification, as well as organisation of construction site open days. The team also established responsive customer communication channels, swiftly addressing concerns. Furthermore, post-delivery maintenance and management enabled timely deliveries while achieving strong customer recognition and enhancing satisfaction levels, further strengthening the Yanlord brand position. Yanlord has further strengthened its customer relationships through an integrated CRM system, the “400” customer service hotline, and a dedicated research and communication program. In 2024, the CRM system interacted with over 100,000 registered customers, approaching more than one million visits throughout the year. The “400” customer service hotline handled nearly 2,000 incoming calls and completed over 20,000 customer callbacks and interactions. In FY 2024, in response to evolving market conditions and customer needs, the Group’s operations team developed and issued the “Key Operational and Management Guidelines for Centralised Property Handover”. This initiative further optimised the customer relationship framework, enhanced the quality of customer relationship management, as well as service standards and handover experience, supporting the Group to continue delivering superior products and services while reinforcing Yanlord’s brand reputation. QUALITY OF PRODUCTS AND SERVICES | MANAGEMENT APPROACH | PROPERTY DEVELOPMENT Contents Introduction Approach to Sustainability Upholding Good Governance Caring for Our Customers Empowering Our People Preserving Our Planet Creating Shared Value for Our Society GRI Content Index 26 Yanlord Land Group Limited Sustainability Report 2024
RkJQdWJsaXNoZXIy NTkwNzg=