Recently, the "2019 Guangdong Consumer Council System Consumer Complaints Analysis Report" shows that after-sales service and quality rank among the top two in the number of consumer complaints, accounting for 54.91% of the total complaints. Among them, there were 9,415 complaints about housing and building materials, an increase of 21.50% compared with the same period in 2018. This shows that there is still a lot of room for improvement in terms of after-sales service and quality of home building materials.
In response to the current situation of services in the bathroom industry, NetEase Home also released the "2020 315 Home Service Survey Report" on March 9, which surveyed 18 domestic and foreign mainstream bathroom brands. The results showed that mainstream bathroom brands are opening up the line. Through both offline and offline channels, some of the products are of the same style, and the overall performance of offline services is excellent, especially in terms of store atmosphere and product explanations. However, the survey also found areas for improvement. For example, online customer service and offline shopping guide information symmetry needs training; offline design services and continuous service capabilities need to be strengthened, and there is still room for improvement in featured after-sales services.
What attracts attention is that in the survey of 18 domestic and foreign mainstream bathroom brands, Hengjie Bathroom's rating ranked among the "2020 315 Survey Bathroom Ware Comprehensive Score Top List" and "2020 315 Survey Bathroom Ware Store Service Top List" Topping the two major lists, he became the "double champion" of the 315 "Ten Years Exam".
The honor of "Double Champion" strongly proves that Hengjie has a comprehensive, balanced and efficient service system, and this is the key to making Hengjie rank first in this service quality evaluation in which Chinese and foreign bathroom brands participated.
HengjieServiceBehind “winning” is its gene of focusing on quality
In the eyes of Hengjie, products and services are equally important. A brand can truly build trust with consumers and have brand value only when it can provide consumers with high-quality products and service experiences at the same time.
But forTo provide consumers with first-class services, it is not enough to just be good at one aspect.
In the offline part of this home furnishing 315 survey, it is divided into six major aspects: store atmosphere, design services, product explanations, after-sales policies, service attitude, and continuous service. Only those with outstanding performance in these six aspects can stand out. . During the investigation, the investigation team visited Hengjie stores, listened to the professional, detailed and patient explanations of Hengjie shopping guides, and experienced efficient services such as Hengjie’s “4-hour picture production” and many powerful continuous service measures. I have a profound and wonderful experience with the overall offline service capabilities.
Real photos taken by investigators at the scene
In the online service section that tests which brand is more "fast, convenient and accurate", whether Hengjie WeChat official account or Hengjie Tmall flagship store, Hengjie's online channel information construction is more complete. . Hengjie's ability to provide "instant replies" to investigators' query items is naturally highly recognized by the investigation team.
Hengjie WeChat customer service quickly provides store information
Behind Hengjie’s service “winning” isitsusercenteredness ContinuousInnovation
As society progresses, consumers’ demands for high-quality services will also change with time. The key to Hengjie’s continued change is service innovation centered on consumer needs.
Relying on more than 3,000 service outlets across the country, Hengjie has established and continuously improved the 1350 service system with consumers as the center (1350 means "for you for life": 1 criterion, 3 satisfactions, 5 controls, 0 complaints ), covering pre-sales, sales and after-saleslinks to ensure consumers have worry-free service throughout the process.
In the era of smart bathrooms, based on confidence in the quality of its own products, Hengjie is the first in the industry to propose a long service commitment of "six-year warranty" for smart toilets, allowing consumers to feel more at ease when choosing and purchasing smart toilets. .
In order to allow users across the country to enjoy the Spring Festival well, Hengjie has carried out the "Hengjie Service is not closed during the Spring Festival" activity for two consecutive years to keep the service experience warm during the Spring Festival. This event brought different surprises and touches to thousands of Hengjie users, and also made consumers appreciate and trust the Hengjie brand more.
In 2020, the epidemic suddenly struck. At present, Hengjie is paying close attention to the user service needs brought about by the epidemic. In order to help every family use bathroom products normally without leaving home during the epidemic prevention period, Hengjie relies on more than 10,000 Hengjie professional service engineers to launch "Hengjie Online - Bathroom 24-hour remote troubleshooting service" for household users across the country, regardless of brand. .
This caring service of Hengjie has been welcomed by household users across the country as soon as it was launched. It has also received support and response from well-known real estate developers such as Poly and Gemdale, as well as leading building materials and home furnishing companies such as Red Star Macalline and Easy Home.
Behind Hengjie’s service “winning” is the embodiment of Hengjie’s values
Whether a company can develop and grow depends on its products and services. Whether a company can continue to provide market-competitive products and services has largely been determined by its values in the early days of its establishment. Decide.
Under the guidance of Hengjie’s brand mission of “focusing on quality, continuous innovation, advocating environmental protection, and striving to improve consumers’ quality of life through products and services”, as a representative of domestic brands, Hengjie consistently provides good products and services with the spirit of "perseverance and dedication to quality".
Hengjie regards high-quality products and services as the most direct way to establish a trusting relationship between the brand and consumers. This also makes consumers' perception of the Hengjie brand not only a "convenient, comfortable and safe" product use experience , and expanded to provide a worry-free service experience throughout the entire process.
With the advancement of the times, home products and services, like home products, will be increasingly valued by consumers, and the quality of services will increasingly become a key factor in consumers' purchasing decisions. The actions of today's top brands will largely lead and determine the overall service level of the industry in the future. The author also hopes that there will be more responsible and responsible brands like Hengjie to jointly promote industry progress and strive to serve consumers. Provide higher quality and better experience in bathroom life!
(This article is provided by the enterprise)
