Rakuten on April 26
Beike today released its 2023 Environmental, Social and Governance (ESG) Report. In 2023, Beike will focus on key areas such as quality assurance, business ethics, talent development, low-carbon operations, and community public welfare, and actively strive to promote the safe housing of consumers, the happiness of service providers, and the sustainable development of the organization.
At the beginning of this year, the latest rating results released by MSCI, an international authoritative index agency, showed that Beike's ESG rating was upgraded from BB to BBB for its excellent performance in management and practice in the fields of human capital development, corporate behavior, privacy and data security protection, ranking among the top Internet platform companies in China.
Peng Yongdong, co-founder, chairman and CEO of Beike, said in the report, "We are committed to making Beike a one-stop new residential service platform driven by technology, helping consumers live in peace, helping service providers to work happily, building a harmonious ecology, promoting the progress of the industry, and moving towards a better organization, which is our historical mission and social responsibility." ”
Improve the quality service system and escort the peace of mind
Beike continues to strengthen platform capacity building, improve industry standards, and work with industry partners to explore quality service practices in various businesses such as real estate transactions, home improvement and home furnishing, and housing leasing, so as to contribute to the digital and quality development of the industry while helping consumers "live in peace".
In the field of real estate transactions, Beike has established an Agent Cooperation Network (ACN) in order to promote service providers from competition to cooperation, improve service efficiency and consumer experience.
In ACN, brokers can participate in a transaction with different roles, effectively solving the problem of linkage between tenants, customers and people. In order to ensure the orderly operation of ACN, Beike has established a multi-level autonomy and decision-making system including the Store Owners Committee, the Regional Co-governance Council and the Beike Jury, to promote exchanges and cooperation between brands and promote the improvement of the platform ecology in the form of self-management and supervision. By the end of 2023, Beike has established Beike Store East Committees in 43 cities across the country, and regional co-governance councils in 32 cities across the country.
In response to the problem of fake listings that plague consumers, Beike has achieved 100% coverage on the platform for 13 consecutive years, and the rate of real listings has remained above 95% for a long time. The "real estate dictionary" has become an important industry infrastructure, and the "real house" has also become the market standard.
In the field of home improvement and home furnishing, in view of the problems of opaque prices and low decoration quality, Beike continues to build the service commitment of "Ten Fears and Ten Promises" and "Ten Hearts", covering multiple dimensions such as home improvement budget, quality, construction period, and safety, to ensure transparent quotation, transparent materials, transparent construction, and transparent services. Through the construction of digital systems, process reconstruction, and the redefinition and empowerment of the role of service providers in the whole chain of home improvement, Beike has consolidated the underlying construction of quality services. In 2023, the Luban Action covered 30 regions across the country, carried out 593 phases, and inspected a total of 11,135 construction sites.
In the housing leasing business, Beike continues to explore diversified product and service models to promote the upgrading of service quality in the housing rental industry. Beike launched the decentralized rental housing management service "Beike Worry-Free Rent", which provides service guarantee around the safety of managed housing property, the personal safety of tenants, and worry-free rent exchange. By the end of 2023, the service guarantee has covered 13 cities, including Beijing, Tianjin, Chengdu, Xi'an, and Suzhou.
Adhering to the "C2M (from consumer to producer) concept", Beike built the first "Haiyan Apartment" in Chengdu, and carried out targeted house type and furniture configuration design according to user needs such as housing safety, environmentally friendly home appliances, and public area functions. In order to help young people live in peace, Beike provides rental benefits for graduates through the "New Youth Program", such as "zero deposit, monthly rent payment" and other preferential special activities for fresh graduates. By the end of 2023, Beike has provided rental benefits to about 18,000 graduates, with a cumulative profit of about 23 million yuan.
Strengthen the training of service providers and the governance of the platform, and build a better organization
The residential service industry chain is long, there are many participants, and the process is complex, and the process of industrial transformation and upgrading is inseparable from the polishing of the professional ability of the service provider on the basis of correct values. Through its advantages in technology and management, Beike empowers service providers in various businesses of the platform and helps them move from employment and career to happiness.
Since 2011, Lianjia has carried out the "Fight for Learning" for brokers, encouraging brokers to continuously improve their professional ability in the positive cycle of "learning-application-examination-learning". In recent years, Beike has set up richer content such as human resources, finance, brokerage services, and home improvement design in the assessment, and also broadened the scope of the assessment group, and cadres, functional employees, and various business service providers have participated in the "big test". In 2023, 420,632 people participated in the online exam. By the end of 2023, the cumulative number of references for the "Fight to Learn Examination" has exceeded 2.8 million.
In order to improve the operation and management ability of store owners, Beike has built Huaqiao Academy and launched a professional certification training model for store owners to help store owners improve their operation efficiency through training courses and practical cases. By the end of 2023, Huaqiao Academy has carried out 51 sessions of certification training for store owners, training 10,235 store owners and 7,790 certified store owners.
As the home improvement business has become an important business territory, Beike's training system for home improvement service providers has also become increasingly perfect. For project managers, home improvement workers, installation masters, etc., Beike has launched different types of training programs such as integrated training, special training, and reserve training. For example, the "mortise and tenon plan" for project managers can improve their management ability in seven aspects: construction period, quality, service, manpower, materials, tools, and finance by answering practical problems in the business, and the "jump class" for installation masters is to spread professional skills in the form of short videos. In 2023, the "Mortise and Tenon Project" will be implemented in 18 regions, covering more than 600 people, and a total of 16 classroom videos will be released on the "Jumping Classroom", with a cumulative video view of more than 48,141 times.
In addition to training, Beike actively integrates technology products into actual business to help upgrade service efficiency and consumer experience. The intelligent online tool "Xiaobei Assistant" provides empowerment training and business assistance for service providers, the AIGC home improvement design product "Shiniu" has generated more than 2.34 million renderings for about 63,000 users to visualize the user's vision of the living environment, and the new generation of intelligent home improvement service tool "AI Exhibition Hall" has displayed more than 115,000 real construction sites online.
At the organizational level, Beike said that on the basis of compliance operations, it adheres to the concept of "business for good", and strengthens information security and privacy protection capabilities through institutional construction and technical means.
Beike has clearly established the privacy protection principles of "legal compliance, minimum necessity, openness and transparency, safety and reliability", and on this basis, a series of privacy policy documents such as the "Beike Group Privacy Statement" are published to protect the relevant rights of users. Beike has taken a variety of security technical measures, such as launching a user sensitive data management system and building a one-stop data compliance governance platform. In addition, Beike has also strengthened training for all employees and data processing suppliers to enhance the awareness of data security protection of all relevant parties.
By the end of 2023, Beike's "Hidden Signs" will cover more than 3,000 cooperative real estate projects and 2.7 million person-times, protecting the interests of developers, brokers and customers, and promoting the formation of a good industry ecosystem. In March 2023, Beike was awarded the "One-Star Unit for Social Responsibility in Data Security and Personal Information Protection" in the pilot evaluation of the "Guidelines for Social Responsibility in Data Security and Personal Information Protection" organized by the Data Security Working Committee of the China Cybersecurity Industry Alliance (CCIA).
We are committed to community and environmental friendliness
Community is not only a place for people to live, but also related to the family life, lifestyle and emotional sustenance of countless people. Beike's stores and service providers across the country form a natural public welfare network, which can bring help and warmth to thousands of households.
Since 2021, Beike has launched the "Shanbei GO" public welfare action for brands, store owners, brokers and employees on all platforms, and volunteers have donated to public welfare projects by donating steps and exchanging love funds. In 2023, the total expenditure of Beike's charity donations will reach 25.43 million yuan. Among them, more than 80 yuan of love funds were raised through the "Shanbei GO" step donation.
Since 2021, Beike has provided short-term free housing for patients with rare diseases and their families, and by the end of 2023, a total of 3,078 days of public accommodation have been provided to 95 families. Since 2021, Shanghai Lianjia has cooperated with Xinhua Bookstore to launch the "City Study" to create a shared cultural space for the community. By the end of 2023, Home Link has set up nearly 300 "urban study rooms" in 5 cities.
Beike pays close attention to the housing needs of the elderly in the process of population aging, explores the age-appropriate transformation of living space and residential services, and helps the elderly integrate into the digital society.
Since 2018, Beike has launched the "I'll teach you how to use your mobile phone" community public welfare project, calling on stores and brokers to provide face-to-face training classes on life-related functions such as WeChat, mobile phone registration, mobile phone payment, navigation, and meal ordering to the elderly in the community by regularly carrying out mobile phone training courses and providing consultation and Q&A services on the use of mobile phones in stores, so as to help the elderly enjoy a convenient and intelligent life. In 2023, Beike will add online live broadcasts, short videos and other teaching methods to enhance the sense of gain and happiness of elderly life. By the end of 2023, the "I'll teach you how to use your mobile phone" class has been held in 60 cities across the country, 12,543 mobile phone public welfare classes have been organized, more than 47,000 mobile phone classes have been held, and more than 760,000 elderly people have been served.
In line with the national "dual carbon" policy, Beike fully considers the impact of the company's operation on the environment, integrates the concept of green development into a number of businesses, and reduces environmental impact through scientific management and technological innovation.
In addition to developing VR, AI and other technologies to reduce carbon emissions generated by traditional on-site property inspections, Beike is also continuing to develop paperless scenarios in real estate transactions, home improvement, and housing leasing businesses. In 2023, Beike saved nearly 200 million sheets of paper and reduced carbon emissions by about 1,700 tons through various paperless transaction services and paperless office initiatives. In order to further build green stores, Beike has established a store electricity cost model to achieve scientific and accurate emission reduction through efficient energy consumption monitoring. In 2023, Beijing Lianjia Alpha Community Store was awarded LEED Gold for its excellent resource conservation and environmental management performance.
In the 2023 ESG report, Beike refers to the framework of the Task Force on Climate-related Financial Disclosures (TCFD) recommendations to sort out the potential climate risks and opportunities within its operations and value chain. At the same time, the relevance, scope and degree of impact of the company's business model and development stage and climate risks and opportunities under different time periods are evaluated, and a list of climate risks and opportunities is formed. It is reported that the TCFD framework is currently the most influential and widely supported climate information disclosure standard in the world.
ESG is not only the embodiment of the company's sustainable development strength, but also the proof of the company's high sense of social responsibility. Beike will continue to invest in the construction of ESG system to create more customer value, industrial value and social value, and lay a solid foundation for the realization of the vision of "living and working in peace and contentment", the upgrading of the residential service industry and the long-term development of the company.
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Lei Di was founded by Lei Jianping, a media person, if it is reprinted, please indicate the source.
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