Modern residents are constantly seeking a living environment that offers complete experiences—where convenience, safety, and a sense of community are fully integrated. This demands that management units continuously enhance service quality to meet the ever-increasing expectations of customers.
A “measure" of quality in urban areas
While in a panic after losing his wallet containing VND 50 million in cash, Mr. Tung (a resident of the GoldSeason apartment complex) was surprised to receive a message from the building's security team: his wallet had been found and was ready to be returned.
According to the building management board, while patrolling the area, a security guard discovered the wallet on a shared walkway. The guard immediately handed it over to the security team and coordinated with the management board to contact the owner for return.
Residents at this complex—especially pregnant women, the elderly, and young children—also frequently receive enthusiastic support from the security team, who are always ready to respond whenever residents experience issues requiring assistance.
TNPM has managed and operated the GoldSeason urban complex since its handover.
These seemingly small actions are contributing to a sense of reassurance, friendliness, and enhanced quality of life at GoldSeason. Under the management of TN Property Investment and Real Estate Management Joint Stock Company (TNPM), this community enjoys not only comprehensive safety, fire prevention, and environmental sanitation, but also meticulous attention to everyday living details—from greenery care to organizing community events during holidays and festivals.
TNPM employees tending to landscaping in the urban area.
The GoldSeason management board is constantly striving to listen to residents' feedback and proactively improve service quality, contributing to the perception of the complex as a “place worth living."
Ms. Le Thi Tuyet Nhung, Director of Service Quality Management at TNPM, said, “Service quality does not lie in a pre-written procedure or an aesthetically pleasing space. It is a sequence of actions that begins with listening to customers, understanding their concerns, analyzing the issues, and providing appropriate solutions. True service quality is defined when residents feel the sincere care of the team."
Crafting consistent – professional – emotional experiences
The rapid pace of urbanization is changing how residents evaluate their living spaces. People no longer focus solely on location or apartment size, but increasingly prioritize the quality of property management services.
Understanding this, TNPM—a member company of ROX Key—has continuously strived to craft customer experiences at every service touchpoint. According to the leadership team, employees working directly on-site are considered the “face of the brand," spreading satisfaction and enriching residents' emotional connections each day.
“Every employee joining TNPM undergoes professional training programs in property operations, particularly including courses on Listening Skills and Customer Experience. What we find most rewarding is that after training, our team translates service mindset into specific actions in the workplace," said Ms. Le Thi Tuyet Nhung.
A customer experience training session at TNPM.
Beyond theoretical training, TNPM also conducts annual practical skill assessments to evaluate the team's real-world competencies. During these assessments, judges present actual scenarios that occurred during operations—such as a resident keeping a pet that causes noise and odor disturbing nearby units, or a lost delivery item where the resident is unsure who to contact. Simulated scenarios are also created to test staff's observational sensitivity and problem-solving skills.
According to TNPM experts, small but timely and appropriate reactions by staff in direct contact with residents are what create “emotional touchpoints"—something no scripted service plan can anticipate. This is also how TNPM continuously improves its operational quality, beginning with its people.
To ensure consistent experiences across all active projects, TNPM has developed a comprehensive service quality standard framework with hundreds of specific criteria. These standards serve as operating guidelines and performance metrics, forming the basis for periodic monitoring and evaluation to maintain and enhance service quality over time.
In parallel, TNPM regularly measures resident satisfaction, with satisfaction rates consistently above 90% across projects. This serves as a foundation for building and executing internal control plans, steadily improving service quality, and moving toward operational excellence.
As part of the ROX Group ecosystem, TNPM and its affiliated units are tirelessly working to realize the dream of living in desirable urban communities—places where residents are comprehensively cared for in terms of physical health, mental wellbeing, and intellectual growth. Through systematic operations, a professional team, and a spirit of heartfelt service, TNPM is helping to build connected, civilized, and joyful communities.
Find more information about TNPM here: https://www.tnpm.vn