TRAINING We provide product quality training to employees, contractors, and supervisory personnel to ensure consistent adherence to our unified work standards. CUSTOMER SATISFACTION The Group’s Customer Relations Department reflects Yanlord’s customer‑centric approach and serves as an important link between headquarters and city‑level operations, supporting consistent and effective customer relationship management. Building on the established rollout of its business systems and operating strategies, the department has continued to extend its coverage across all cities where the Group operates, strengthening coordination and alignment in customer engagement. In FY 2025, Yanlord successfully delivered more than 10,000 property units across 17 delivery batches. Against a backdrop of challenging market conditions and heightened customer expectations, the customer relations team adopted a holistic management approach encompassing risk assessment and response, product quality monitoring and control, pre‑delivery inspections and defect rectification, QUALITY OF PRODUCTS AND SERVICES Examples of Product Quality Training for Various Parties in FY 2025: 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 Personnel Training on third-party assessment, anti-leakage, quality risk management for fine decoration and finished product protection as well as the organisation of construction site open days. Responsive customer communication channels were maintained to ensure timely engagement and issue resolution. Following project handover, post‑delivery maintenance and management services supported on‑time delivery, contributed to positive customer recognition, and helped sustain customer satisfaction, further reinforcing the Yanlord brand. Yanlord continued to strengthen customer engagement through its integrated customer relationship management (“CRM”) system, the “400” customer service hotline, and ongoing research and communication programmes. In FY 2025, the CRM system engaged with over 100,000 registered customers, recording close to one million visits throughout the year. During the same period, the “400” customer service hotline handled nearly 1,800 incoming calls and completed more than 27,000 customer follow‑up interactions. In FY 2025, the Group maintained its established customer relationship management practices through regular operational updates and ongoing refinement of existing procedures. These efforts supported consistent service standards and smooth property handover experiences, enabling Yanlord to continue meeting customer expectations while upholding the quality and reliability of its property development offerings. 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 YANLORD LAND GROUP LIMITED SUSTAINABILITY REPORT 2025 25
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