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 Jiayu released its 2025 Sustainability Report. This is the third “Sustainability Report” published by China Merchants Jiayu.

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 average electricity savings of 1.2456 million kWh and annual electricity cost savings of 747,000 yuan.

In addition, relying on the “ZhaoXiaoChong” platform, the company accelerates the nationwide charging network deployment, 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; it also implements water resource recycling measures such as air conditioning condensate recovery, 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, with over 4,400 kilograms of clothing and books 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. Customer satisfaction from third-party evaluations scored 90 points, effective complaint handling rate was 95.13%, and closure rate was 99.85%.

For non-residential services, 22 comic-style “Job Little Red Book” manuals were developed 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 over 99.7%. In non-residential projects, the overall quality inspection score was 87.5 points, with a 99.3% completion rate for annual quality inspections. Customer satisfaction from third-party evaluations scored 99.29 points, effective complaint handling rate was 98%, and closure rate was 100%.

Within the year, employee safety training reached a 100% completion rate for three-level safety education, and 100% of employees in special roles held valid certificates. Equipment and safety device inspections, including special equipment and safety accessories, achieved a 100% rate. Major safety hazard rectification was completed at 100%, with zero level 3 or higher responsibility accidents. Safety education and training covered all employees and dispatched personnel at 100%. In residential projects (including clients), 560 new AED units were installed, and a total of 1,475 AED units were deployed across all business formats (including clients).

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 Jiayu Lecture Hall and Jiayu Academy to implement a tiered “Leading-Cloud Sea-Fenglin-Fertile Land” talent development program. A total of 89,094 training sessions were conducted, with 100% employee coverage and an average of 32.96 hours of training per employee.

By the end of 2025, the “ZhaoXiaoBo” live streaming platform successfully created over 20 popular agricultural products with sales exceeding one million yuan. Throughout the year, 19 live broadcasts of origin were held, covering 34 types of agricultural products, reaching 12 origin sites to promote agricultural products, helping 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.