How does the property plan to improve the satisfaction of the owners?

How to improve the satisfaction of owners

1, use

Understand the service status, improve communication with the owners, correctly understand and meet the current and future needs and expectations of the owners, continuously improve the service level and quality of property management, strengthen communication with customers, meet the needs of customers, and continuously improve the satisfaction of customers and other departments. The following communication plan is hereby formulated:

2. Content

(1) Customer Satisfaction Survey

(2) Property service publicity (quarterly bulletin)

(3) Organizing community cultural activities

(4) Owners' Forum

(5) Make a visit plan and communicate with customers.

3. Methods and processes

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1, customer satisfaction survey

The property management company invites a "zero" third-party survey company to investigate the owner's satisfaction with the company's services, and conducts a customer satisfaction survey every six months to improve the service management level and service quality.

2. Publicity of property services

3.2. 1 The project should strictly require and template the preparation of work briefing for property services, and publicize it to the public once every quarter.

(1) Briefing content: important work completion (including customer service, public facilities and equipment management, environmental management and safety management), community dynamics and summary of important work for next month.

(2) The presentation content shall be reviewed and approved by the project manager.

(3) The contents of the presentation shall be signed by the project manager, the original shall be filed, and posters shall be made for publicity.

3.3 Community Activities Organization

According to the annual community activity plan, it can not only provide opportunities for communication between owners, but also improve owners' satisfaction and service quality.

3.4 Owners' Symposium

3.4. 1 The Quality Department is responsible for tracking and supervising the implementation of the project owner's symposium.

3.4.2 The project manager is responsible for organizing the owner's symposium, controlling the rhythm and atmosphere of the meeting, and the project customer service department is responsible for the implementation of specific processes and the analysis of customer information.

3.4.3 The owner's forum shall be held at least once every quarter. Make full preparations before each meeting, including content, form, place, time, participants, venue layout, cost budget, etc.

3.4.4 The contents of the conversation include but are not limited to the rectification of the main problems in the last meeting, the key and difficult points of the current work, the problems that the owners are generally concerned about, the relevant measures to improve the service, the transmission of all kinds of information/trends, the publicity of laws and knowledge related to property services, etc. Owners will participate in the announcement, as well as the building management's telephone or door-to-door invitation. The discussion form can be determined by the project according to the actual situation (including centralized and decentralized small forms).

3.4.5 At the meeting, if the questions raised by the owner can be answered on the spot, corresponding explanations shall be given in time; Form meeting minutes within 2 days after the meeting and publicize them in the community after approval by the project manager; Make a rectification plan for the relevant opinions and suggestions of customers after the meeting, implement the rectification measures within the specified time, and timely report the progress to customers in writing; After the rectification is completed, the customer service department of each project pays a return visit to customers, and files the meeting materials, including the meeting sign-in form, meeting minutes, rectification materials, picture materials, return visit sheets, etc. The meeting site should be photographed and kept together with the meeting minutes.

3.5 Irregular customer communication

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3.5. 1 Definition: Communication other than routine communication forms such as customer satisfaction survey and customer forum, including but not limited to daily visits, investigation of specific matters, active communication of important matters, customer's reflection of problems and handling of matters, etc.

3.5.2 Purpose: Inform customers about the property services in time, understand the potential needs of customers, and provide timely services in a targeted manner.

3.5.3 Process and method control:

(1) Before communication, carefully plan the project, draw up a communication list according to the difficulty of customer maintenance, determine the project communication personnel, and clarify the communication method, content and timing.

(2) In the communication process, the communicator should record the customer's requirements and confirmation in detail, and analyze the customer's real thoughts and needs together with the immediate superior. If major issues are involved, the customer's written confirmation record should be kept. All questions raised by customers should be registered uniformly.

(3) If it is not within the responsibility scope of the property management service or cannot exert influence, the communicator shall explain it to the owner in time and make reasonable suggestions as far as possible to seek the understanding of the owner.

(4) The communication records are regularly sorted by the customer service department, and the owner information is entered (electronic version); The paper version of the record is stored in the specified file.

(5) The project manager should regularly check the communication between managers at all levels and the customer service department, paying special attention to the implementation and effect of the measures. In view of the * * * and difficult problems raised by customers, the project manager should organize relevant departments to hold seminars, determine solutions, track the implementation of measures and publicize them in the community.

Resolutely put an end to this situation