Xin Jing Bao·2025-06-24 09:00Core Insights - Red Star Macalline has upgraded its service steward platform in five home furnishing stores in Beijing, focusing on transparency, public disclosure, and supervision to enhance consumer satisfaction and improve the quality of products and services [1][2] - The company has implemented a systematic design for publicizing consumer complaints, brand satisfaction, and consumer feedback, ensuring real-time reflection of actual conditions through a dynamic information tracking mechanism [1] - Following the implementation of the public disclosure system, the agreement rate increased by 3%, overall case closure rate improved by 5%, and the seven-day case closure rate rose by 7% [1] Company Initiatives - The service innovation emphasizes the importance of consumer perspectives and leveraging consumer power to drive improvements in the home furnishing industry [1] - Red Star Macalline's approach encourages brands to proactively enhance their service quality by using consumer feedback as a driving force for improvement [1] - The public disclosure of consumer satisfaction acts as a mirror for merchants, helping them identify service shortcomings and transition from passive responses to proactive optimizations [1] Industry Impact - Industry experts believe that Red Star Macalline's use of digital tools to convert consumer feedback into quantifiable management metrics can foster a healthy ecosystem in the home furnishing industry and provide a reference for physical retail [2]