The commercial market has been developing in China for more than 25 years and has gradually become the second largest market after the residential market. At present, the national economy is still in the recovery stage after the impact of the epidemic, and commercial real estate, as an important carrier of domestic consumption and service upgrading, will play an important role in boosting the consumer market and promoting the transformation of economic structure. Ping An Real Estate deeply understands the importance of customer perception and customer needs, and strives to create a high-quality development model oriented by customer value.
In order to better create a high-quality commercial office environment and further explore the trend of urban economy, enterprise business needs and customer preferences, after nearly three months, more than 3,000 questionnaires, integration of multi-channel, multi-dimensional and multi-method research methods and comprehensive statistical analysis, Ping An Real Estate has fully implemented customer orientation, further strengthened the level of standardization, continuously improved the quality and efficiency of its own operations, and promoted high-quality development with professionalism. In 2023, Ping An Real Estate won the award again after being awarded the "Outstanding Enterprise in Commercial Office Satisfaction in China" in 2022. It has been awarded the "Outstanding Enterprise of China's Commercial Office Satisfaction" for two consecutive years, reflecting the high recognition of Ping An Real Estate Operation Service professionalism inside and outside the industry.
Ping An Real Estate has always attached great importance to tenant and customer satisfaction. Since 2020, Ping An Real Estate has entrusted the China Index Research Institute to carry out third-party customer service surveys for four consecutive years, and in the context of the continuous pressure on the real estate industry, Ping An Real Estate has always been down-to-earth, customer-oriented, adhered to the original intention of quality operation, maintained the industry-leading pace, and the satisfaction level was rated from 88 in 2020The score of 9 continues to increase steadily, and the overall customer satisfaction level will increase to 93 in 20232 points, in the leading position in the industry.
Through authoritative and impartial third-party research, Ping An Real Estate Office and other business formats have continuously improved their service levels based on feedback from the survey results, striving for excellence in various customer service areas. Through unremitting efforts, the secondary indicators of customer satisfaction in office buildings have improved year-on-year.
Ping An Real Estate is committed to improving the office experience of tenants and customers, continuously optimizing its service standards and management system, and striving to improve customer satisfactionTaking Shenzhen Ping An Financial Center as an example, the PAFC Property Service Center has fully launched the [Property Service Improvement "Heart" Plan, aiming to further improve the service literacy of all property personnel, provide customers with a more reliable, more intimate, and more warm set of full-dimensional property services, and provide customers with intimate services from five perspectives: rain pick-up service, manager morning welcome service, parking lot late delivery service, emergency rescue service, and front desk intimate service, and ensure the safety of all tenants with strengthOn this basis, in order to serve every tenant more carefully, based on the key customer concerns sorted out during the research process, PAFC has added a number of improvement measures such as full-time "gardener", "atmosphere group" of beauty and display, "patrol team" of security inspection, and "little butler" of temperature, so as to bring customers a more comfortable business office experience. Starting from the "heart" and then improving, we will use professionalism to ensure the best value experience of customers.
In September 2020, China officially put forward the strategic goal of "achieving carbon peak by 2030 and carbon neutrality by 2060". Driven by the "dual carbon" goal, all walks of life have set off a "green wave". As a pioneer in the innovation and transformation of traditional finance, Ping An Real Estate has also begun to write its own "dual carbon" answer sheet.
With leading scientific and technological capabilities,Ping An Real Estate integrates the concept of green operation into the whole life cycle of its buildings, and uses scientific and technological means to carry out green innovation during the project design and construction period. Through the use of eight green systems, including high-altitude air intake, ice cold storage and refrigeration system, heat system and V-air conditioning system, rainwater and water circulation system, Shenzhen Ping An Financial Center saves a total of about 7.1 million kWh of energy and nearly 4 water in a year10,000 cubic meters, while achieving energy conservation and emission reduction, ensuring environmental quality, and greatly reducing the overall operating cost of the building.
With the design concept and practice of sustainable architecture, at the end of 2021, Shenzhen Ping An Financial Center was awarded the dual LEED Platinum certification in the United States and three stars in China's green building certification, setting a new "green height" for super high-rise office buildings in the world. In the latest batch of buildings that have been certified by the WELL HSR health and safety assessment announced by the authoritative International Building Institute (IWBI), 10 projects under Ping An of China, including Hangzhou Ping An Financial Center and Shanghai Ping An Building, are impressively listed.
At present, nearly 20 projects of Ping An of China, including Shenzhen Ping An Financial Center, have obtained this certification. This is also fully demonstratedPing An has professional management capabilities that are people-oriented and focus on customer health and safety experience in asset management operations.
In the future,Ping An Real Estate will continue to uphold its original aspiration, work hard to improve the satisfaction of owners, and make steady progress on the road of building high-quality real estate operations and services. Ping An Real Estate provides investors with more comprehensive, professional and reliable real estate investment and asset management services with its professional investment and asset management capabilities as its core, supported by accurate investment insight and all-round risk control capabilities, and guaranteed by its strong resource integration capabilities and comprehensive financial platform advantages.
(Content**: China Index Academy).