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ESG年报解读|被歌迷狂喊“倒闭”的大麦网:一年接客户投诉22万起,自称处理率100%
Sou Hu Cai Jing·2025-07-25 09:55

Core Viewpoint - Dama Entertainment has achieved an AA ESG rating, the highest in the domestic media and entertainment industry, reflecting its commitment to sustainable development and responsible operations [4][5]. Environmental Initiatives - Dama Entertainment follows Alibaba Group's carbon neutrality commitment by setting its own carbon reduction targets, focusing on Scope 1 and Scope 2 emissions [2]. - The company has implemented green operations, with 46% of its office park powered by green electricity and the introduction of an intelligent energy management system [3]. - Initiatives include paperless offices, waste sorting, and a biowaste fermentation program that processes 1,200 tons of kitchen waste annually [3]. Social Responsibility - Dama has established a training platform with a 100% coverage rate, totaling nearly 30,000 hours of training, with an average of 17 hours per employee [3]. - The company has produced over 70 positive films, generating a cumulative box office of over 18 billion yuan and attracting over 400 million viewers [3]. - Dama's customer service improvements include a 70% increase in refund efficiency and a 100% complaint handling rate, with a net promoter score increase of 8.3% year-on-year [3]. Cultural Outreach - The "Taopiaopiao Starlight Project" has conducted over 2,300 public screenings across 24 provinces, benefiting over 230,000 people [4]. - The "Good Plays in a Row" initiative offers quality dramas for under 100 yuan, promoting art accessibility [4]. Governance and Compliance - Dama has established a "three lines of defense" risk management system, with no major management deficiencies reported during the period [4][8]. - The company has a strict anti-corruption mechanism, with 100% of suppliers signing integrity agreements and full coverage of anti-corruption training for employees [4]. Challenges and Discrepancies - Despite the positive ESG report, Dama has faced significant negative press regarding ticketing issues, including a problematic refund policy and system failures during high-demand events [5][6]. - The company has been penalized for unauthorized ticket sales, with fines exceeding 700,000 yuan [5]. - There is a discrepancy between reported customer service metrics and actual performance, with a complaint resolution rate of only 34% on the Black Cat platform, contrasting with the claimed 100% [6][8].