Under the dual drivers of consumption upgrading and industrial transformation, China’s home furnishing industry is undergoing a crucial stage of service value reconstruction. As an authoritative industry evaluation system, since its inception in 2018, the NetEase Home “Searching for Home Furnishing Service Models” 315 Service Survey Report has covered 286 cities nationwide and surveyed over 850,000 people. Its evaluation system includes 23 core indicators such as service response time, after-sales satisfaction, and digital service capabilities, and has been listed as a key reference project for industry service evaluation by the China Consumers Association. Recently, NetEase Home released the 2025 “Searching for Home Furnishing Service Models” 315 Service Survey Report, and SSWW, with its outstanding performance in online and offline services, ranked in the top ten of the “2025 315 Service Survey Sanitary Ware Category TOP List” with a comprehensive service satisfaction rate of 97.6%, and has won the “2025 Annual Home Furnishing Industry Service Model” award for six consecutive years. This honor undoubtedly highly recognizes SSWW’s long-term adherence to service innovation and consumer-centric principles, making it the only benchmark enterprise in the sanitary ware industry to win the award for over five consecutive years.
According to the “2025 China Home Furnishing Service White Paper,” in the sanitary ware segment field, consumer attention to “full-process service systems” has increased by 42% year-on-year, with customized service demand growth reaching 67%. NetEase Home’s “Searching for Home Furnishing Service Models” 315 Service Survey has always been regarded as a review of the home furnishing industry’s service field and a comprehensive inspection of home furnishing enterprises’ service levels. This year’s survey focuses on the new retail exploration of the home furnishing and building materials industry, delving into nine dimensions online and offline to conduct in-depth investigations of numerous brands. SSWW, relying on its service network covering 380 cities nationwide, has established a “135 service standard”: responding to customer needs within 1 minute, providing solutions within 3 hours, and completing service within 5 working days. This efficient service system has boosted its customer retention rate to an industry-leading 89%, 23 percentage points higher than the industry average. With its robust service system and favorable consumer reputation, SSWW has once again won the “Home Furnishing Industry Service Model” award, demonstrating its excellent strength and industry leadership in the service field.
SSWW understands that service is the bridge connecting products and consumers and an important source of brand reputation. Therefore, it has been committed to building an excellent full-process service system. From choosing SSWW, consumers can experience professional and high-end product design, a wide range of options, and one-stop customized sanitary ware services. SSWW’s professional design team will provide comprehensive sanitary ware space solutions based on consumers’ house types, usage habits, and functional needs, achieving non-standard customization, rapid design, and customized installation services to ensure that consumers get what they see.
Domestically, SSWW launched the “Bathroom Care, Service to Home” project, piloting free on-site bathroom repair services in multiple cities. Now, this service has been rolled out nationwide, using standardized processes to provide convenient and considerate services for community users. SSWW has shifted from product-centric to user-centric, continuously improving new retail services, and achieving an online-offline service closed loop to create a satisfying and secure shopping experience for consumers.
Globally, the SSWW brand, adhering to the “Smart Bathroom, Global Sharing” service philosophy, has established 43 overseas service points covering Europe, North America, Southeast Asia, and other core markets. In response to the characteristics of overseas client needs, the brand has built three distinctive service systems: first, establishing a localized service team with multilingual service specialists for 24/7 no restrictions communication; second, creating a global intelligent service platform that enhances after-sales service efficiency by 60% through remote diagnosis technology; third, implementing a “Global Joint Warranty” plan, offering international clients a 5-year warranty on core components. In 2024, SSWW’s overseas market service response time was shortened to within 48 hours, a 33% improvement from the industry average of 72 hours.
SSWW’s winning of the “2025 Annual Home Furnishing Industry Service Model” not only affirms its excellence in service but also recognizes its exemplary and leading role in industry development. This award confirms SSWW’s “Creating Value with Service” brand philosophy and highlights China’s manufacturing service leadership in the global sanitary ware industry. SSWW will use this as an opportunity to deepen service levels, enhance service quality, and drive corporate upgrades with model power, empowering industry development. In the future, SSWW will continue to deepen its “Global Service, Local Cultivation” strategy, adhere to service innovation, and uphold consumer-centric principles to create a better home life experience for consumers, lead the home furnishing industry to new service peaks, and enhance China’s brand service discourse power in international markets.
Post time: Mar-11-2025