GS E&C upgrades proactive after-sales campaign for Xi apartment complexes

GS E&C announced Wednesday it has upgraded its proactive after-sales service campaign, "Check First, Refresh," aimed at improving residential satisfaction among residents of its Xi apartment brand.

The campaign departs from the conventional reactive model — in which residents file defect reports before repairs are arranged — by having GS E&C proactively inspect and repair common areas such as landscaping, community facilities and parking lots at complexes within their first two years after move-in. Since its introduction last year, the program has strengthened customer service by identifying and addressing quality issues before residents raise them.

The centerpiece of this year's overhaul is the direct involvement of construction staff and subcontractor personnel who worked on the original build of each complex.

Previously, defect reporting and repair management after completion were handled solely by the customer service department. Under the revamped program, the workers who best understand the construction history and process characteristics of each site will personally re-inspect the complex. The change is intended to improve the effectiveness of repairs to common-area defects while strengthening construction staff's sense of accountability for quality. Those staff members will conduct thorough inspections from a resident's perspective, examining usability, maintainability and finishing quality as they appear in real-world living conditions.

The campaign is also notable for establishing a feedback loop that turns inspection findings into future quality improvements. Key cases and corrective actions identified during inspections will feed into design, construction and finishing management at new sites, serving as quality-control data to prevent similar defects from recurring.

A pilot program run at two complexes earlier this year drew a strong response from residents. Satisfaction was high with the approach of having the construction company proactively visit and propose common-area repairs before the defect warranty period expires. The program also earned praise for transparency: residents received a formal inspection report detailing findings and specific remediation plans, which helped build trust.

"This upgraded campaign reflects Xi's brand commitment and determination to take responsibility for customers' living spaces even after move-in," a GS E&C official said. "We will continue to strengthen proactive inspections and communication with customers so that Xi residents feel greater residential satisfaction and confidence in the brand."

Meanwhile, GS E&C also runs a separate safety support program, "Xi-worthy, Deeply Attentive," targeting Xi apartment complexes whose defect warranty periods have expired.