Product quality and customers
LSR Group seeks to establish efficient customer relations that will increase customer satisfaction, loyalty, and trust.
To enhance the customer orientation of our business model, we place a particular focus on the quality and availability of our products and services, honouring our timely commitments, increasing the efficiency of communication channels, including management of customer complaints.
Every year, LSR Group conducts surveys of the real estate market, potential customers’ preferences, build target audience profiles
and analyze the level of satisfaction of those who have already bought a flat from LSR Group.
LSR Group places a particular focus on further improving the quality and safety of its products, both building materials and buildings (residential projects, social infrastructure facilities, etc.).
Product quality and safety requirements are set forth in government standards and rules, as well as in our internal guidelines and regulations.
Our buildings and buildings constructed with materials we provide are homes to many people.
Their product satisfaction, health and safety come first for us.
New measures and initiatives in 2020
- We continued the active development of customer services, including the design and implementation of tools based on modern digital technology. The year 2020, due to the pandemic and temporary lockdown in Russia, saw widespread use of online services covering all stages of finding, booking and buying LSR Group’s products and services, including flats and building materials.
- We conducted our first-ever survey of satisfaction with various life domains among those who got keys for their flats in 2019. The survey covered five residential projects in St. Petersburg. The overall score of the quality of a purchased flat was 8.4 on a 10-point scale. The survey shows that the majority of customers are happy with the flat they bought from LSR Group: 92% of respondents are ready to return to the developer as the need arises. The NPS (Net Promoter Score) was 42%.