China Merchants Yuyú: Pioneering the "4+N" Service and Product Bundling Model to Enhance Residential Service Quality | Property Management ESG

On the evening of March 13, China Merchants Property Development Co., Ltd. released its 2025 Sustainable Development Report. This is the third “Sustainable Development Report” published by China Merchants Property Development.

The report shows that the company promotes energy-saving lamp upgrades through a contract energy management mechanism, implementing a total of 9 projects, with an estimated annual electricity savings of 1,245,600 kWh and annual electricity cost savings of 747,000 yuan.

In addition, relying on the “ZhaoXiaoChong” platform, the company accelerates the deployment of nationwide charging networks, providing efficient charging services for new energy vehicle owners over 11.57 million times by 2025, expected to reduce carbon emissions by 21,000 tons of CO2 equivalent. The company also recycles water resources such as air conditioning condensate water, achieving a recycled water volume of 179,600 tons in 2025.

Across more than 40 cities and over 300 projects nationwide, nearly 700 “Green Lotus Action” themed activities have been carried out. Through various forms such as old item exchanges, recycling, and flea markets, approximately 63,000 participants have enthusiastically engaged, and over 4,400 kilograms of clothing and books have been collected.

Within the year, for residential services, the company pioneered the “4+N” service and product binding model and established the “4321” scientific evaluation system to improve service quality. The overall quality inspection score was 87.5 points, with a 99.3% completion rate for annual quality inspections. Third-party customer satisfaction scored 90 points, effective complaint handling rate was 95.13%, and closure rate was 99.85%.

For non-residential services, the company developed 22 comic-style “Job Little Red Book” manuals to standardize property services. These include 1,500 pages of visual content, 120 scenario scripts, 300 visualized processes, and 70 case studies. After internal platform promotion, the click volume exceeded 100,000, with a frontline recognition rate of over 99.7%. The overall quality inspection score for non-residential projects was 87.5 points, with a 99.3% completion rate for annual inspections, third-party customer satisfaction scored 99.29 points, effective complaint handling rate was 98%, and closure rate was 100%.

Throughout the year, employee safety training reached 100% at all levels, with 100% of workers in special roles holding valid certificates. Equipment and safety device inspections, including special equipment and safety accessories, achieved a 100% pass rate. Major safety hazard rectification was 100% complete. There were zero Level 3 or higher responsibility accidents. Safety education and training covered all employees and dispatched personnel at 100%. In residential projects (including customers), 560 AED units were newly installed, and a total of 1,475 AED units were deployed across all business formats (including customers).

The company has built an equal and inclusive workplace environment, enriched employee benefits, and organized diverse employee care activities. It established the “3323” training system, relying on the Jiyu Lecture Hall and Jiyu Academy platforms to implement the “Leading-Cloud Sea-Fenglin-Fertile Land” talent development program in layers. Employee training sessions totaled 89,094, with a 100% coverage rate, and the average training hours per employee reached 32.96 hours.

By the end of 2025, the “ZhaoXiaoBo” live streaming platform successfully created over 20 popular agricultural products with sales exceeding one million yuan each. During the year, 19 live broadcasts from origin sites covered 34 types of agricultural products, reaching 12 origin locations to promote agricultural products and help farmers increase income by over 11 million yuan. Leveraging the dual advantages of “property services + medical and elderly care,” the company launched the “Elderly Cognitive Impairment Care Support Action,” providing free cognitive risk screening for community seniors aged 60-75, serving over 1,000 people in total.