Customer satisfaction is our ultimate goal. To comprehensively enhance customer satisfaction, we conducted an in-depth and comprehensive analysis of the previous year's customer satisfaction survey results. We carefully analyzed the specific needs of customers in segmented business sectors collected from the questionnaires and formulated targeted customer relationship improvement strategies and implementation measures to better meet customer expectations.
In the first half of 2025, the Group's water supply company carried out satisfaction surveys for 91,052 service cases as needed, achieving a customer satisfaction rate of 99.82%.
We have been improving our safety management rules and systems for years. These systems cover the Group and its project contractors. We've fully implemented the "three–in-charge and three-must" management requirements, comprehensively reviewed operations procedures, standards, and processes, and improved Group-wide systems and processes. System formulation and revision have incorporated feedback from all Group departments and business units. In 2024, Group units developed or revised a total of 1,648 safety-related systems or rules. At the same time, we have formulated the Safety Management System for Related Parties of BEWG internally, which was updated and revised in 2024, and the system clearly regulates the production activities of related parties, including contractors. According to the requirements of the system, business units should carry out related party safety management work, establish related party safety management accounts and supervise their implementation, propose corrective measures for potential safety hazards and follow up on the related parties' corrective actions.
• Target
Health and Safety Target for Employees and Contractors: The annual total Lost Time Injury Rate (LTIR)* for employees and contractors shall not exceed 0.2
* Lost Time Injury Rate (LTIR)= Number of lost-time injuries / Total working hours * 200,000.
| Indicator |
2024 Health and Safety KPIs1 |
Unit |
| Employees’ work-related injury cases |
30 |
case |
| Employees’ work-related injury rate2 |
0.17 |
% |
| Lost days due to work injury3 |
7,163.5 |
days |
| Lost Time Injury Rate (LTIR)4 |
0.16 |
case/200,000 working hours |
| Rate of work-related accidents per thousand people5 |
1.71 |
case/1,000 person |
| Injury rate per million working hours6 |
0.85 |
case/ 1 million working hours |
| Major or above safety production responsibility accidents7 |
0 |
case |
| Fatality caused by major or above safety production responsibility accidents |
0 |
person |
1 Considering that the business of BEWG is mainly concentrated in the Chinese. mainland, so only the information in the Chinese mainland is disclosed.
2 Employee work-related injury rate = Number of injured employees / Total number of employees.
3 It involves one non-production safety work-related deaths. According to the Classification Standard for the Casualty Accidents of Enterprise staff and workers (GB6441-86), it is calculated at 6,000 day/person.
4 LTIR= Number of lost-time injuries/ Total working hours * 200,000.
5 Injury rate per thousand workers = 1,000* Number of Injury cases/ Total Employee Amount.
6 Injury rate per million working hours = Number of work-related injury cases * 1,000,000/ Total working hours.
7 In 2024, BEWG experienced one general-level production safety accident resulting in one fatality. Following the incident, BEWG promptly activated its emergency response mechanism, implemented a series of emergency measures, and conducted comprehensive inspections and rectifications across all units. We deeply reflect on the lessons learned from the accident and are resolutely committed to preventing the occurrence of similar incidents.
