2020 NetEase Home 315 Service Survey,
What is released is not only a report card on the overall service quality of the industry,
It also reflects the comprehensive online and offline service levels of home furnishing brands.
Through systematic surveys from stores to e-commerce, from display to shopping guide,
"Ten Years Exam" to test the service quality of domestic and foreign home furnishing brands,
"Ten Years Great Examination" is also proved by the special node 315:
Prosperous and well-establishedproducts and services,
This is the brand’s eternal confession to consumers.
The much-watched NetEase 2020 Home Furnishing 315 Service Survey lasted for two months (2019.12-2020.1), involving mainstream domestic and foreign bathroom brands. The survey visited many cities such as Guangzhou, Shanghai, Beijing, Hangzhou, and Foshan. Focusing on the core theme of this survey "Looking for home service role models", investigators conducted a comprehensive investigation from online e-commerce and offline store channels, and examined the opening up of the closed loop of online and offline consumption.
On March 9, the bathroom chapter of the 2020 315 Home Service Survey Report was officially announced. Hengjie stood out from well-known home furnishing brands at home and abroad and ranked in the "2020 315 Survey Bathroom Category Comprehensive Score TOP List" and "2020 315 Survey The two major lists of "Bathroom Store Service Top List" occupy the top spot, becoming the "double champion" in the ten-year test of NetEase Home 315 Service Survey.
Offline stores, Hengjie provides more comprehensive services
In the era of consumption upgrading, if terminal stores want to give consumers a superior experience, they cannot rely on "one trick", but must perform well in all dimensions. This service survey on offline stores was carried out in six major aspects: store atmosphere, design services, product explanations, after-sales policies, service attitude, and continuous service. Only brand stores with outstanding performance in these six aspects can stand out.
During the investigation, the investigation team visited Hengjie’s elegant and simple stores, listened to the professional, meticulous and patient explanations of Hengjie’s shopping guides, and experienced Hengjie’s “4-hour picture production” and other efficient services and many awesome continuous After taking the service measures, I had a profound and wonderful experience of Hengjie’s overall offline service capabilities.
Real photos taken by investigators at the scene
Online experience, Hengjie service is better
In the era of mobile networks, whoever can achieve "fast, convenient and accurate" online services will be more likely to win the favor of consumers. In this online investigation, the investigators found that whether they were inspecting Hengjie’s WeChat public account or starting from Hengjie’s Tmall flagship store, Hengjie’s online channel information construction was more complete, and consumers The store address can be intuitively queried from these two channels.
What is particularly worth mentioning is that when researchers inquire about the addresses and contact information of local stores in the cities under investigation, Hengjie’s online services not only provide “instant response” to the inquiry items, but also provide the investigators with accurate information The result is direct information about local store addresses and contact information. This online service experience that meets the actual needs of consumers and "gets things done in one step" also won praise from the research team.
(HengJie WeChat customer service quickly provides store information)
Focus on qualityLet the brand go further
Professional, efficient and systematic services are inseparable from a deep insight into consumers' service needs in different periods, and cannot be separated from the quality accumulation of "forging iron requires one's own hard work".
Hengjie has always placed service as equally important as its products, and Hengjie’s results in this “ten-year exam” illustrate that there is no easy success, it is all accumulated over time.
Service relies on products. Without product quality, there is no service. Building service experience starts from Hengjie’s intelligent production end.
From a single ceramic factory in the early stages of Hengjie’s development to the introduction of internationally advanced tunnel kilns, to now having a complete intelligent manufacturing base for five major categories of production, these have laid a good foundation for ensuring the quality of Hengjie’s products.
"Smart double-Q toilet with high IQ and high EQ, super cyclone toilet that leads the industry into the 3.5L era, wood alloy bathroom cabinets with both beauty and practicality, etc. "Good quality" is the whole range of Hengjie bathroom products common background color and label.
By establishing a complete quality management system, we systematically control the entire production process. From raw material selection, raw material inspection, parts inspection, process inspection to finished product inspection, we have strict internal control standards to ensure high-quality products.
Today, Hengjie has not only realized the layout of intelligent manufacturing bases for five major categories of production, but more importantly, in the intelligent manufacturing of all categories of bathroom products such as smart bathrooms, ceramic sanitary ware, bathroom cabinets, shower rooms, and hardware faucets - they together constitute Hengjie's quality manufacturing system has become the cornerstone for new domestic products in sanitary ware to win the trust of consumers.
But to make the product truly a consumer productA part of quality life cannot be separated from innovation.
At Hengjie, innovation is a complete system based on the R&D innovation platform. The Hengjie Laboratory, with a total planned area of more than 4,000 square meters, has been recognized by many authoritative qualifications such as the National CNAS Laboratory, the National Water Efficiency Laboratory, and the "Satellite Plan" laboratory of ITS, a well-known foreign third-party testing organization. Technology R&D centers for various categories also provide a steady stream of new technologies, new materials, and new processes to ensure product quality. Hengjie's R&D and innovation platform has produced nearly a thousand core sanitary ware patented technologies to help consumers achieve a convenient, comfortable and safe quality life.
"For you for life", making service more heart-warming
Hengjie’s reputation behind the “Ten Years Examination” also witnessed Hengjie’s fulfillment of its service commitment of “for you throughout my life” and the results of its continuous innovation in service quality.
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-sales links, ensuring consumers with worry-free service throughout the process.
In the era of smart bathrooms, Hengjie has not only become a pioneer in product innovation, but also a guarantor of safe consumption. Hengjie leads China's smart bathroom manufacturing with rigorous intelligent manufacturing technology and strict quality management, and is the first in the industry to propose a long service commitment of "six-year warranty" for smart toilets - this six-year agreement , is Hengjie’s confidence in the quality of its products, and also makes consumers 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 activity is permanentJie thousands of users have brought different surprises and touches, 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.
It takes ten years to build an enterprise and a hundred years to build a brand.
Achieving good results in the "Ten Years Examination" is not Hengjie's ultimate goal; touching every consumer's pride and love for domestic products and helping every Chinese family achieve a quality bathroom life is what drives Hengjie's persistence The motivation of constant quality and unremitting efforts.
"Quality" respects 3.15,
Not just on one day,
But every day.
Work hard and live up to expectations,
Act and practice your original intention.
Hengjie will continue to start from user needs,
Focus on product quality and consolidate service capabilities,
Help more consumers achieve quality bathroom life!
(This article is provided by the enterprise)
