Ensuring Customer & Tenant Satisfaction Through Service Excellence

CCG Hearts Reward Programme

Unlike conventional customer loyalty programmes that primarily encourage spending, CCG Hearts distinguishes itself by rewarding meaningful community engagement. Through volunteering programmes known as “Quests”, members have the opportunity to contribute to social good while earning points. The programme recognises and incentivises community involvement through a point-based rewards structure, enabling members to redeem points for vouchers and enjoy exclusive dining and shopping discounts. By connecting members to volunteer opportunities that address youth empowerment, elderly support, and environmental sustainability, CCG Hearts inspires collective action and helps create lasting, positive change within the community.

Community impact since the launch of CCG Hearts:

>400“Quests” initiated with over 50 NGO partnerships

>19,500hours of volunteer work

Case Study

Volunteer Opportunities for All-Round Wellness Programme

This is a collaborative project between CCG Hearts and the Hong Kong Federation of Youth Groups, aimed at expanding service opportunities for youth volunteers, catering to diverse interests, and promoting a culture of volunteerism.

The programme offers a range of activities for volunteers, including the Recycled Clothes Sorting Workshop, Sustainable Farm Visit Workshop, Cooking Workshop Series, and Wellness Art Workshop Series, as well as a four-session programme focused on children and the elderly, comprising two training sessions and two community service events.

The programme ran from August 2024 to July 2025, aiming to engage 212 youth volunteers and 90 CCG Hearts volunteers to serve 4,695 community beneficiaries.

Through these interconnected initiatives, CCG Hearts exemplifies the Group’s commitment to fostering a culture of community engagement and social responsibility, while providing tangible rewards for members who contribute to the greater good.

My Places by Chinachem Group” Mobile Application for Home buyers

The mobile application simplifies the “registration of intent” process for potential buyers before sales commence. CCG uses the collected data to analyse customer preferences regarding district and unit type, informing future development strategies. Users can also gain access to a wide range of sales events and property services efficiently.

During the Reporting Period, we engaged with a group of over 26,500 stakeholders through surveys to gather insights from their experiences. We received more than 3,800 valid responses from tenants, approximately 20,600 valid responses from hotel customers and more than 630 from property owners. We also recently surveyed approximately 1,500 elderly care residents and their family members. The overwhelmingly positive feedback highlights our commitment to service excellence. While acknowledging that opportunities for improvement still exist, we remain committed to continually enhancing the customer experience as part of our broader ESG objectives.

To achieve high customer satisfaction and deliver a positive experience for our guests, CCG emphasises effective management of customer feedback processes. By actively gathering customers’ feedback, we demonstrate our commitment to listening and responding to their needs. This continuous process not only helps identify areas for improvement but also emphasises the importance of each guest’s experience. By incorporating feedback into service enhancements, CCG aims to ensure that its guests feel valued and engaged, thereby strengthening the sense of community that is central to its brand philosophy.

Our Workplace Services Department and Customer Relations Department handle general enquiries, email enquiries, and complaints received by individual departments. We also maintain a master complaint log that outlines the steps and key points to address each concern. Our comprehensive management system ensures that each customer’s feedback is heard and used to improve our services.

Case Study

Creation of “Socialised Spaces” in Nina Hospitality

Nina Hospitality has transformed the hotel experience by creating “Socialised Spaces.” This initiative began with the launch of Nina Communal at Nina Hotel Tsuen Wan West and Kowloon East, which function as social hubs for travellers, local communities, and residents. By combining dining, co-working, and leisure activities in a communal environment, Nina Communal encourages meaningful interactions among individuals. This approach not only increases guest satisfaction but also cultivates a sense of community within the hotel, ensuring each visit presents an opportunity for meaningful engagement.

Apart from Nina Communal, Nina Hospitality has introduced several initiatives to foster social interaction among guests and staff. The monthly Running Club invites guests to explore the local area while jogging with hotel staff, promoting health and camaraderie. Meanwhile, the Social Hour provides a relaxed environment for networking and socialising, offering a welcoming space for guests to enjoy light refreshments and drinks while engaging in conversation. These initiatives collectively strengthen the bond between Nina Hospitality’s team and guests, transforming the hotel stay from a solitary experience into an engaging one.

We are committed to delivering high-quality products and services that meet our standards. As a result, we have implemented a comprehensive set of stringent quality assurance protocols across our various products, services, and operations.

To create exceptional guest experiences, Nina Hospitality ensures rigorous service quality in accordance with our Minimum Quality Service Standards, which cover all areas, including reception, guest rooms, recreational facilities, catering, and restaurant operations.

CCG guarantees that all property sales activities adhere to statutory and regulatory requirements. We seek approval and comments from the Legal Department for all advertising or marketing materials. The process of handing over residential units to owners is governed by the Handover of Residential Properties to Individual Owners Policy, which includes support for rectifying defects and verifying the quality of completed developments against the agreed-upon standards before handover.

Pine Care upholds the highest standards of service quality through structured guidelines and manuals. We also adopted a resident-centred approach through staff training, quality internal audits, and open communication to safeguard residents’ dignity and autonomy, with regular feedback from residents and their families.

Committed to social responsibility and quality care, Pine Care participates in third-party assessments to ensure service excellence and has achieved certification for ISO 9001 international standards for quality management systems for ten of its elderly care homes. We participate in the Hong Kong Association of Gerontology’s Residential Care Home Accreditation Scheme and undergo regular evaluations by the Hong Kong Quality Assurance Agency (“HKQAA”). These assessments benchmark our services against industry standards, reinforcing our dedication to transparency, resident well-being, and continuous improvement. Through third-party audits, Pine Care fosters stakeholder trust and a culture of accountability and excellence in care.