Yiwu Mall Services: Building an Owner Feedback Channel with QR Codes

Original: https://cli.im/article/detail/2475

Yiwu Mall Services utilized the CaoLiao QR Code platform to set up feedback QR codes, innovating a "Speak via Code, Handle Immediately" request response mechanism. This achieved closed-loop management for owner requests characterized by "Direct Access via One Code, Full Process Traceability, and Headquarters Supervision," increasing owner satisfaction by 3 percentage points compared to before.

The following content is republished from the WeChat public account [Zhejiang Property Management Association]. The original title and link are: "Mall Services | 'Speak via Code, Handle Immediately' with Headquarters Supervision Providing 'Strong Support'!"

Amidst the deepening of the city's 2025 Annual Property Service Quality Improvement Month, Yiwu Mall Services innovatively launched the "Speak via Code, Handle Immediately" request response mechanism. Exclusive QR codes were posted in elevator lobbies across various service projects, establishing a "one-click direct access" channel for owner requests. More notably, headquarters simultaneously initiated full-process, penetrating supervision, overseeing everything from response timeliness to handling quality. This ensures owner suggestions are not only "assigned and handled quickly" but also "handled well and substantively."

Scan to Submit: Fingertip Requests Reach Instantly, "Zero Barriers"

The newly launched "Speak via Code" platform completely breaks down communication barriers. Owners do not need to download any apps; they can simply scan the code to accurately submit various requests—such as community environment optimization or feedback on project manager service quality—using text, voice, images, and other formats. The backend classifies feedback for processing into three levels based on difficulty, dispatching them according to "urgency level + responsibility assignment" to the corresponding project or department. Processing progress is synchronized in real-time to the General Manager's office and the headquarters supervision middle office, truly achieving "problems are received, handling is tracked, and results are fed back."

This allows every suggestion to be accurately "matched and assigned," providing a convenient experience of "submitting requests directly without leaving home."

Headquarters Supervision: Full Process Control, "No Compromises"

"Whether project handling is timely and whether solutions meet owner needs—headquarters can see and manage the entire process," explained the Operations Head of Yiwu Mall Services. To ensure service quality, headquarters specifically established a supervision middle office and implemented a "Three-Level Control" mechanism:

1. Real-time Monitoring

All owner requests are synchronized to the headquarters system. Supervisors can view work order status in real-time. Automatic red alerts are triggered for orders with "response time exceeding 30 minutes" or "handling time exceeding 24 hours."

2. Random Verification

10% of completed work orders are randomly selected daily. Verification calls are made to owners and on-site checks are conducted to validate handling quality and prevent "paper-only completion."

3. Performance Linkage

Supervision results are directly linked to the project team's monthly performance. Teams with timely handling and high owner satisfaction are rewarded, while those handling matters perfunctorily face serious accountability.

Jiahe Apartments, due to their age, experienced frequent elevator failures. Owners wanted new elevators, but progress was slow due to maintenance fund procedures. After promoting "Speak via Code, Handle Immediately," an owner scanned the code to submit the request. The backend classified it as "Urgent & Major" and reported it to headquarters. Headquarters leadership supervised and coordinated to streamline approvals. The new elevators are now in the installation phase.

Tangible Results: Service Upgrade "Felt in Reality"

In the first week after launch, the platform received 48 suggestions from owners, covering areas like facility maintenance, landscaping, and parking management. Bolstered by headquarters supervision, the work order response rate reached 100%, with a 96% completion rate. Owner satisfaction increased by 3 percentage points compared to before.

"The core of property service is fulfilling promises, and headquarters supervision adds a 'double insurance' to this commitment," stated the Head of Yiwu Mall Services. He indicated that the "Speak via Code, Handle Immediately" initiative is a key measure responding to the city's Service Quality Improvement Month. Subsequently, the headquarters supervision mechanism will be normalized. Through the closed-loop model of "Owners Propose, Projects Handle, Headquarters Supervise, Everyone Evaluates," they will continuously drive the shift from "passive response" to "active optimization."

The small QR code in the elevator lobby has now become a "microphone" for owners to participate in community governance services and a "magnifying glass" for headquarters to control service quality. If you have suggestions for community services, why not scan the QR code next time you're in the elevator—every suggestion you make is supported by headquarters supervision to ensure implementation