Core Viewpoint - The recent incident involving a customer injury at Haidilao has raised significant public concern and scrutiny towards the company's safety practices and customer service response [1][2][4]. Group 1: Incident Details - A customer, Ms. Chen, reported an electric shock injury while dining at a Haidilao location in Suzhou, leading to nerve damage and requiring two to three months of rehabilitation [2][3]. - Initial responses from Haidilao management suggested that the incident was due to Ms. Chen's clothing causing static electricity, which she disputed [2][3]. - Haidilao's compensation offer included a 1,000 yuan voucher and coverage of recent medical expenses, which Ms. Chen found insufficient [2][3]. Group 2: Company Response and Legal Implications - Haidilao conducted internal checks and found no electrical issues at the sauce station where the incident occurred, but has engaged third-party professionals for further investigation [3][4]. - Legal experts indicated that Haidilao may bear responsibility if it cannot prove it provided a safe dining environment, especially if the sauce station is found to have safety hazards [3][4]. Group 3: Brand Impact and ESG Rating - The incident poses a serious challenge to Haidilao's brand image and consumer trust, particularly given previous food safety issues [4][5]. - Haidilao's ESG rating has dropped from A to BBB, reflecting significant deficiencies in environmental, social, and governance practices compared to industry standards [5]. - Recent complaints on consumer platforms highlight ongoing issues with food quality and service, further impacting the company's reputation [5][6]. Group 4: Financial Performance - Haidilao's revenue for 2024 was reported at 42.755 billion yuan, with a growth rate of 3.14%, significantly lower than the previous year's 33.55% [6]. - The net profit for 2024 was 4.7 billion yuan, showing a growth of 4.65%, but this is a stark decline from the previous year's 227.33% increase [6]. - The restaurant's turnover rate improved to 4.1 times per day, but remains below the pre-pandemic level of 4.8 times [6].