Property improves owner satisfaction?

Question 1: How does the property maintenance department improve the satisfaction of the owners? In the property management industry, the satisfaction of owners is an important evaluation index to evaluate the level of property management and service quality. In order to improve the service quality and see through the connotation of satisfaction, it is necessary for us to decode and analyze the owner's satisfaction. 1. Satisfaction and satisfaction Satisfaction and satisfaction are two different concepts, and satisfaction represents the owner's approval attitude towards a specific service event, link or service system. Its essence is to distinguish from the relative psychological feeling of "dissatisfaction". Satisfaction is an evaluation index of satisfaction, which describes the owner's satisfaction with one of our special services or system services. Its essence is to show the quantitative value of service satisfaction. Through the above analysis, we must make clear the space and quality essence of satisfaction and satisfaction. Satisfaction represents the attitude of the owner, and satisfaction represents the degree of satisfaction of the owner. Satisfaction is the basis and process of satisfaction, and satisfaction is the result of satisfaction with all service links. Only by making everything satisfactory to the owners can we get higher satisfaction. The significance of understanding this problem lies in that we must emphasize the satisfactory implementation process rather than the satisfactory investigation results. Property management service is a very specific and meticulous service process. Only when all employees are aware of this principle can we pay attention to the fineness of service in our daily work and improve the pursuit of general satisfaction to the pursuit of satisfaction. In the face of service matters, we should pursue the deep-seated satisfaction of the owners' psychology from the professional and professional levels to improve the satisfaction of the owners. Second, decode the satisfied feature space (1), the satisfied stage and the unsatisfied persistence. The owner's satisfaction attitude has the characteristics of stages, and the dissatisfaction attitude has the characteristics of persistence. Owners living in residential areas can personally experience the advantages or disadvantages brought by residential property management. Because the service of the management office is unstable or has the characteristics of phased strength, the owner's sense of spiritual benefit also has the characteristics of phased; On the other hand, because the owners have lived in the community for a long time, they soon forget the things they are satisfied with, but remember the things they are not satisfied with, so the psychological state of dissatisfaction with the service of the management office is long-standing, which makes the owners' dissatisfaction have long-lasting characteristics. From the perspective of psychological reaction, the survey on the satisfaction of owners' property services always exists between temporary satisfaction and lasting dissatisfaction. Even if you are satisfied with one of the survey items, it does not mean that he is 100% satisfied with you before or after the survey. Therefore, the owner's satisfaction attitude is a helpless temporary response. In the master's mind, when he answers "satisfaction", in fact, the emotion of "dissatisfaction" exists in psychology at the same time. The significance of analysis from this angle is that when we provide property management services for owners, we can objectively understand the relationship and contradiction between temporary satisfaction and continuous satisfaction of owners, rather than just deliberately pursuing the service ideological basis of temporary satisfaction promotion, and understand that real estate and property management are in an infinite psychological state facing owners' services. We should use a continuous viewpoint to avoid the pursuit of temporary satisfactory service characteristics and pursue a new space for continuous satisfaction of owners. Only in this way can we have the motivation for innovation and improvement. (2) The survey data of dynamic satisfaction and static dissatisfaction are only relatively objective results, but they are not the only results. From the dynamic and static point of view, the so-called owner satisfaction is not static, and there are many factors that cause changes, usually due to changes in time, mood and demand. For example, even if you conduct a survey in a sample of the same owner group, when you change the survey time, the survey results will be different in the morning and evening; The survey results at the beginning and end of the month are also different; The survey results in the first half of the year are different from those in the second half, and so on. This is because the psychological characteristics of car owners change with the changes of time and emotional factors; On the other hand, the owner's service demand is also dynamic, so the owner's satisfaction with the service of the management office is also dynamic. Judging from the static psychology of the owners, the relatively solidified thoughts and emotions of the owners are not satisfied with the real estate and property services, but dissatisfied with their services. Therefore, the master's normal psychological state is static dissatisfaction. Understanding the dynamic satisfaction and static dissatisfaction of the owners is of great significance to guide our work. The dynamic satisfaction characteristics of the owners require us to find the dynamic service needs of the owners from the viewpoint of "chasing" in our work, and to generate a sense of urgency with extreme time, mood and emotion to maintain the stability and high level of the owners ... >>

Question 2: How to improve residents' satisfaction with the property? First of all, we should think about what kind of property management services residents need, and it is best to do a survey to see what aspects of residents' concept of your property need to be improved. As long as we try our best to help car owners, we can naturally improve the brand reputation. Even if you can't do it or don't do it well, you will understand if you miss the owner, especially if you don't shirk your responsibility. Those within the scope of duties must be solved, and those outside the scope of duties should be helped enthusiastically. Attitude is everything!

Question 3: How can the property engineering department first improve the satisfaction of the owners? The environmental sanitation in the property is mainly comfortable, and then all kinds of equipment can run smoothly without potential safety hazards. Check the safety of equipment, as well as equipment damage, daily maintenance, and pay attention to idle people in the community. Several key points, timeliness, solution, environment, service, satisfaction and reasonable charging requirements!

Question 4: What is the owner's satisfaction is the owner's satisfaction with the services listed in the property company list. Let me give you an example.

Owner satisfaction questionnaire

(a) Integrated management services

1. Do you think it is necessary for the person in charge of this community to hold the qualification certificate of property manager issued by the Ministry of Construction?

First, it is necessary. B, that's not necessary C, it's okay. Take good care of it.

2. Are you satisfied that ×× Property requires all management service personnel to wear dress codes, signs, codes of conduct and enthusiasm for service?

A, satisfaction B, dissatisfaction

Do you know that we have a 24-hour service complaint telephone number? (××××××××)

A, I know B, I don't know C, I know this phone number, but I don't know it's a 24-hour service.

4. xx Property stipulates that daily work should be recorded and a multi-level inspection system should be established. Do you think this is good?

A, good b, bad c, it doesn't matter

5. After routine maintenance, XX Property requires to fill in a maintenance form. Have you filled it out?

A and B have been filled in, C has not been filled in, and the property has not been repaired.

6.XX Property has also established a set of relatively complete files for each owner, including decoration and household information. Do you think this is necessary?

First, this is necessary. B, that's not necessary C, it doesn't matter

7. Do you think it is reasonable for XX property to conduct an owner survey at least once a year?

A, reasonable b, unreasonable c, others

8. We will make home visits to the opinions and questions raised in this survey. Would you like to accept my interview?

A, willing B, unwilling C, it is best to use other methods

(2) Indoor cleaning service

1. Are you satisfied with the indoor cleaning of XX property?

A. Satisfied B. Satisfied C. Not satisfied D. Not satisfied.

2. At present, the property cleaning service of XXX is subject to the national first-class standard. What do you think of the cleanliness of cleaning service according to this standard?

A, very dirty B, dirty C, average D, clean E, very clean

Comments or suggestions

A, clean the corridor (including basement) once a day; B, drag the corridor once a week (including the basement); C. Wipe the stairs, handrails and windowsills once a month; E, collect public garbage once a day; G, wipe the intercom door three times a week; H. Drag the activity room/garden stool with water once a week.

(3) Order maintenance service (doorman)

At present, 1 and ×× properties are strictly controlled by outsiders, small vendors and idlers. Do you think this has affected your normal life?

A, yes, you should be able to release B freely, no influence, it's safer. C, it's a little troublesome, but it's acceptable.

2. In order to ensure the safety of motor vehicle parking in the community, foreign unlicensed vehicles are not allowed to park for a long time at present. Do you think this is reasonable?

A, reasonable b, unreasonable c, others

3. Do you think it is necessary for XX Property to send someone to check the fire hydrant once a month?

First, this is necessary. unnecessary

4. Do you think it is necessary for XX property to patrol the safety warning signs in the community every week?

First, this is necessary. unnecessary

(4) Outdoor sanitation and greening service level

1, XXX residential area should clean septic tanks twice a year. Do you think it's appropriate?

A, suitable for b, not suitable for c, as long as it meets the national requirements.

2. The outdoor roads in the residential area are cleaned once a day and patrolled twice. Do you think it is clean here?

A, very clean B, clean C, dirty D, very dirty

3. Do you think it is appropriate to clean and disinfect the secondary water tank twice a year in XX Community?

A, suitable for b, not suitable for c, as long as it meets the national requirements.

4. Are you satisfied with the overall greening of XX community?

A, satisfaction B, comparison

Satisfied with C, not satisfied with D, dissatisfied

5. Do you think the trees and shrubs in the community are trimmed in time?

A, timely b, untimely c, other

6. What do you think of the sanitation of the green space in the community?

A, very good B, average C, not good

(5) Water and electricity maintenance

1 and ×× residential areas have equipment accounts to record the maintenance and update of equipment. what do you think?

Is it necessary?

First, this is necessary. B, that's not necessary C, it doesn't matter

2. Every property service personnel in 2.XX community has the obligation to inspect the surrounding environment of the community, such as service roads, doors and windows. Do you think this patrol is in place?

A, in place B, not in place C, it doesn't matter.

3. During the heating period, the property in the heat exchange station shall be assigned to be on duty for 24 hours, and the equipment operation shall be inspected and recorded every two hours. Are you satisfied with this arrangement?

A. Satisfaction B. Dissatisfaction C. Conforming to the country ... >>

Question 5: How to improve the satisfaction of property services, communicate with the owners, solve the problems reflected by the owners in time, formulate standard work procedures, such as how long to give a reply and how long to solve complaints, and feedback the progress to the owners in time. Do a good job of equipment maintenance, security and cleaning in the community, and give the owners a safe and good home. In order to improve the satisfaction of property services, we can also use the third-party property management platform to assist the property work, such as Yunjiajia property management cloud platform, which can assist the property in housing management, owner moving in and out management, owner complaint management, equipment maintenance, public security patrol management, cleaning management, and advertising management in the community. , can not only help the property to improve work efficiency and quality, improve the satisfaction of property services, but also help the property enterprises to increase their income.

Question 6: What has the Property Management Service Department done to improve the satisfaction of owners? The establishment and strengthening of politeness concept runs through the daily service work, which is the key to the success of property management and operation, and also the embodiment of whether a service staff is qualified and professional.

Learning skills and good professional skills are the basis of providing quality service, efficient service and thoughtful service for guests. Business skills are not skilled or proficient. Want to achieve high-quality and fast service, it can only be empty talk. In addition to superb service skills and a strong sense of service, we should also establish a high degree of legal awareness, so as to know, understand and abide by the law in our daily work and life, and safeguard the interests of enterprises, guests and ourselves with our own legal knowledge. There should be no legal loopholes in foreign exchanges and customer service, so as not to cause undue losses to themselves and enterprises.

Teamwork, the property management enterprise is a modern enterprise that needs the cooperation and coordination of various departments, and pays attention to group cooperation and departmental cooperation. Although each part of the enterprise is different, each employee has different responsibilities, different positions and different tasks, but the property management enterprise has two core tasks, which are from top to bottom and from inside to outside, and all employees can cooperate to complete. First, create 100% customer satisfaction rate and quality service; The second is to create good economic and social benefits.

Innovation management, innovation is the soul of enterprise development. Service personnel should not only master the standardization and standardization of services, but also achieve personalized services, characteristic services and value-added services according to people, time and place.

With the help of property management software such as Yunjiajia property management operation platform, based on SaaS internet software service mode, using cloud and mobile technology, with a brand-new perspective, according to the actual needs of property construction, follow the overall layout and implement it step by step to meet the daily work needs of property. Further optimize property management, improve property service quality, enhance property profitability, fundamentally solve the problems of difficult management, service and profitability of property enterprises, and help them develop rapidly.

Question 7: How to improve customer service satisfaction? I read an article before and recommended it to you.

How to improve the level of property management and customer satisfaction

Although we have made some achievements in this survey, we also know that the owners are not satisfied with our related work. Afterwards, we organized the person in charge and above to use the "three musts": finding the gap, finding the root cause, finding the responsibility and determining the measures. Let everyone know where the gap is, and make rectification measures through item-by-item sorting. In 2008, we designated the company as the "year of improving service quality" and began to implement it. Among them, March was designated as "Learning Lei Feng Activity Month". By watching Lei Feng's movies, learning from Lei Feng's "nail spirit" and discussing the advanced deeds of studying professional business hard and helping others, the whole company is now moving in a tense and orderly direction towards high-standard service for owners with high efficiency, convenience, timeliness, enthusiasm and time saving. At the same time, we also put forward the slogan of learning from Vanke and learning from Longhu. In a word, we should strive to upgrade from extensive service relying solely on labor to high-tech and high-quality management in two years. Property should select and train high-level management technical talents, build a high-quality ladder management team, and meet the talent demand of high-end property management services.

Frankly speaking, due to the complexity and particularity of the project, the confusion and difficulty brought by subjective and objective reasons to the property are beyond imagination. Once it is not done well, it will detonate the owner crisis. Therefore, we are treading on thin ice, bearing great mental pressure and high-intensity working conditions, and supporting the casting of Sunshine 100 brand and property brand with painstaking efforts and sweat without regrets.

In the future, we will also work around the following points, so that the owners will gradually have confidence in us:

First, the year of "Service Quality Improvement" in 2008 was launched simultaneously with Chongqing Nengbaiyi, and employees' awareness of improving customer satisfaction was comprehensively enhanced through a series of activities to ensure that the existing customer satisfaction was improved to a higher level through unremitting efforts under various conditions.

Second, due to the project, the customer satisfaction of the four buildings is low. In the future, we should:

1. Grasp the time of each project node in advance, follow up the matters affecting customer satisfaction and formulate countermeasures;

2. Pay attention to the perfection of every detail, form a customer service value chain with its own characteristics, and gradually improve the existing customer dissatisfaction;

3. Strengthen the comprehensive quality training of the property management team, especially to be "enthusiastic, efficient and time-saving" in receiving customer complaints, handling and replying;

4. Pay attention to communication and coordination with real estate to ensure the improvement of customer satisfaction.

Third, it is imperative for every manager and employee to realize that it is imperative to build a corporate executive culture in which "I want to do" becomes a conscious "I want to do".

Fourth, we must distinguish the responsibilities of property management and developers in the relevant contract terms in the sales stage, which is the premise of reducing conflicts with owners and industry committees and improving satisfaction in the future.

Fifth, we must sign the contract seriously, strictly perform the contract and provide good service, which is the key to solve the contradiction between property management enterprises and owners and industry committees in the future and improve satisfaction.

Sixth, it must be made clear that it is fundamental to solve the contradiction between owners and industry committees and improve satisfaction by regularly conducting surveys on owners' satisfaction and constantly improving the shortcomings in services.

Seventh, decompose, subdivide and implement the problems found in the previous third-party owner satisfaction survey to the responsible leaders for specific rectification;

Eighth, pay attention to the improvement in twelve aspects.

1, focusing on the cultivation and construction of corporate culture and executive culture;

2. Pay attention to optimizing the staff structure and salary structure;

3. Pay attention to open source and reduce expenditure, and increase the vitality of enterprises;

4. Pay attention to carefully study the early involvement of property;

5. Pay attention to the care and guidance of the owners before and after delivery, cultivate the die-hard owners, and put in place the countermeasures for the problem owners;

6. Pay attention to the further improvement of the integrated operation mode of customer service and property resources;

7. Pay attention to how to introduce psychology into property management services;

8. Paying attention to property management contracts and laws, regulations and policies related to property management is the basis for property companies, owners and industry committees to fulfill their respective obligations and exercise their respective rights;

9. Pay attention to information symmetry and communicate smoothly;

10, pay attention to the property services in place;

1 1. Pay attention to the degree of humanization and differentiated services;

12, pay attention to the diversity of community culture.

Ninth, strive to create "three highs and one fast": high ideological awareness, high professional skills, high service satisfaction and fast practical action; Such a property management team with high comprehensive quality is really ...

Question 8: How to improve the customer satisfaction of property management companies? 1. In terms of service attitude, we pursue upgrading from ordinary to high-grade and win the trust of customers.

2. In the way of service, we should pursue the improvement from simple to subtle and thoughtful, and win the feelings of customers.

3. In terms of service management, meet the needs of different customer groups and let customers truly reflect warmth.

Question 9: How can property management companies improve customer satisfaction? 1. In terms of service attitude, it pursues upgrading from ordinary to high-grade to win the trust of customers.

2. In the way of service, we should pursue the improvement from simple to subtle and thoughtful, and win the feelings of customers.

3. In terms of service management, meet the needs of different customer groups and let customers truly reflect warmth.

Question 10: how to improve the customer's satisfaction with the property according to the needs of business households. Customer satisfaction management means that enterprises find out the factors that affect customer satisfaction through investigation, analysis and research, introduce the concept of customer satisfaction into enterprises, and continuously improve customer satisfaction behavior.

In order to successfully introduce customer satisfaction management, enterprises must consider the following issues:

Thinking 1: What is the purpose of introducing customer satisfaction management?

Compared with advertising and promotion, customer satisfaction management is a complex management movement, which can't be immediate. If an enterprise aims at improving or improving the performance of the current month or quarter and pursues short-term effects, it is not suitable for your enterprise to introduce customer satisfaction management in this state.

Thinking 2: Are you ready to fight hard?

China people are famous for their intelligence and flexibility, especially some business leaders today. While they have these excellent qualities, especially when their enterprises have achieved certain success, they also have some shortcomings of glitz, fashion and ambition. The implementation of customer satisfaction management is a long-term project, which needs to distract considerable energy of enterprise leaders and their continuous attention and persistence. Have business leaders made such preparations and given projects?

Thinking 3: Do business leaders have the consciousness and ability to reflect on customers rather than their own will?

The premise of effectively implementing customer satisfaction management is that enterprises establish a customer-centered management concept. For Chinese enterprises, due to the lack of effective restriction mechanism on the power of enterprise leaders, the premise of successful implementation and effective customer satisfaction management is that enterprise leaders can establish customer-centered consciousness, and customer-centered management inevitably requires enterprise leaders to abandon their likes and dislikes and take customers as the center. In the absence of effective restraint mechanism, how can enterprises persist in implementing customer satisfaction management? If some words and deeds that violate customer satisfaction management are restrained, leaders need to have strong reflective ability and formulate effective mechanisms under this reflective ability.

For more information about customer complaints and customer satisfaction, please consult China Complaint Handling Association.