Quality Products
VNET places great emphasis on product quality and is committed to ensuring the safety, quality and stability of data centers. We continuously upgrade existing businesses and develop new businesses to cater to customers’ requirements. We strictly practice procurement compliance, and have established quality and safety assurance systems and work processes to deliver quality products and services.
Business Innovation
VNET is committed to driving innovation with technology and upgrading business capabilities through research and development (R&D). The innovation and patent application achievements of VNET in 2020 are as follows:
As part of R&D and innovation, we focus on industry trends and consumer insights. With more than 20 years in retail data center services market, VNET pioneered the “Retail IDC” and strategy, aiming at developing Retail IDC solutions centered on industry customers to fully satisfy their infrastructure needs driven by digital transformation.
Customized services are an important direction of VNET’s product development and business upgrade. VNET is committed to providing products and services that meet the specific needs of leading Internet companies and their industries and building an autonomous, controllable, safe and trustworthy data space that can fully meet the needs of our customers. By building a large-scale, high-level Internet infrastructure platform in China, we surpass our customers' expectations for customized data center services with a better-established service system and higher efficiency.
At the same time, we combine performance guarantee with economic benefits and business foresight. Based on the data center resources, we built an enterprise-level IT service platform, by integrating data centers, physical facilities, enterprise private clouds, and public clouds connections to develop “hybrid cloud” solutions and launched them in 2020. We gave full consideration to our customers’ performance requirements for the system and ensured high availability in complex environments, with the reduction of footprint and the double assurance of customers' core business applications and extensibility. We also boosted the efficiency of operations and maintenance by reducing human effort by optimizing equipment.
Responsible Procurement
In strict accordance with national laws and applicable industry regulations, we developed the "Supplier Approval System" to comprehensively evaluate the behavior, business size, industry experience, trust records, and other aspects of suppliers. Diverse assessment is employed to ensure supplier performance in product quality, delivery capability and green supply chain. In addition, we are incorporating carbon footprint into supplier evaluation. In terms of existing suppliers, we perform regular evaluations and reviews. Our procurement department takes the lead to assess suppliers' performance against contracts, product quality, and service support among other criteria. Subsequent cooperation shall depend on the results of such assessment to ensure the quality of the supply chain. In addition, we have established our anti-corruption system and circulated it among suppliers. We have drafted the "Anti-Commercial Bribery Statement (Supplier)" and signed it with 99% of suppliers to ensure unbiased supplier screening.
Quality Assurance
We are dedicated to providing customers with solid and reliable quality assurance. To maintain the daily stability of data centers, we established an all-round training system for our operations and maintenance force and formulated learning and assessment plans for employees at different levels. Additionally, we launched the VNET E-Learning platform for our operation and maintenance teams to improve the learning process of operation employees and lay a solid foundation for safe and stable operation and maintenance. In terms of work processes, we have developed a standardized process with reference to ITIL and UPTIME M&O standards to eliminate human error and improve system safety and stability. At the same time, we use BMS (building management system) and BA (building automation system) to monitor the operating parameters and operating status of data centers in real time, diagnose and address faults, and ensure the safe and stable operation of data centers. In addition, we place great importance on stability assurance during emergencies. We have developed plans and corresponding work processes to ensure the around-the-clock stable operation of data centers in an efficient and orderly manner.
In 2020, VNET organized employees at different departments to receive ISO/IEC 20000 information technology service management system training, which further ensures high-quality services and aligns services with business goals. Some data centers received the ISO/IEC 20000 certification.
Safety Assurance
VNET has developed work processes and standards such as "Regulations on the Screening of Hidden Risks", "Sudden Disaster Emergency Response System", "Safety Hazard Checklist", "Operational Risk Self-Inspection Checklist", and "Emergency Contact Directory During Major Holidays" to enhance safety assurance and ensure efficient, orderly handling of emergency events to minimize losses. Our safety assurance work covers fire safety, electrical safety, and data center safety during major holidays. Dedicated personnel are sent to screen, prevent, control, and eliminate various safety hazards.
Customer Service
VNET prioritizes customer service improvements in addition to product quality. We have developed rules and systems to improve service level and customer satisfaction related to ensuring prompt response to after-sales events, responding to complaints, and institutionalizing custom er privacy and information protection.
After-sales Event and Complaint Handling
VNET has developed rules and systems such as the "Complaint Handling Process" and "Customer Service Email Response Quality Assurance Standards", setting forth strict requirements of aftersales response and service quality. We also assess whether email communications are compliant with our standards through quality assurance and spot checks. We have a customer response center to attend to and follow up with all complaints. The heads of the functional departments involved are responsible for approving complaint handling measures and the escalation of complaints, as well as analyzing the reasons behind the complaints and developing corrective and preventive measures. In 2020, 100% of customers were satisfied with our customer response engineers, sustaining our record of zero complaint. Although we have the strictest service requirements in the industry, our customer response team surpassed their goals.
Improvement in Customer Satisfaction
We attach considerable importance to customer satisfaction and continuously provide value for customers by offering free service reports, customer care, key support for customer business, and customized monitoring. In addition, we conduct online surveys on nationwide customer satisfaction twice a year, surveying approximately 20% of customers about the daily performance of our sales, customer service, customer response, data center service, facility service, and network service departments. Customer opinions collected in the survey will be brought to relevant departments for improvement, and the results will be fed back to customers once they are available. In 2020, the customer satisfaction of VNET was 99.28%, with an increase of 0.40% year-on-year.
