Owner satisfaction improvement plan

Question 1: How can property management companies improve the satisfaction of owners? In the property management industry, owner satisfaction 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 continuous 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 owner's dynamic satisfaction requires us to find the owner's dynamic service demand from the point of view of "chasing" in our work, and to generate a sense of urgency with extreme time, mood and emotion, so as to maintain the dimension ... >>

Question 2: How to improve the customer satisfaction of 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 to improve customer service satisfaction? I read an article before and recommend 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 4: How to improve customer satisfaction in the community? Sun Kai, a senior consultant of Dewei Consulting, even said that "the customer is God!" This sentence was first put forward by China people. As for why China people put forward this slogan, the answer is even more surprising-because China people don't believe in God! Since you don't believe in God, you can naturally not take customers seriously. Of course, this is a mockery of some people who only say nice things to customers and don't pay attention to them. In today's increasingly competitive market environment, so as to compete for more customers, who can retain customers is the winner. Serving customers wholeheartedly is the unchangeable principle of Chinese and foreign enterprises. Wal-Mart, the largest chain store in the world, has two store motto: the first is that the customer is always right, and the second is that if the customer is wrong, please refer to the first one. Huawei, a well-known domestic communication company, has a company philosophy: creating value for customers is the only reason for Huawei's existence. Once upon a time there was a king who was blind in one eye and lame in one leg. One day, he called three painters and ordered them to paint his portrait. The first painter painted the king very much. The king is blind and lame. When the king saw it, he was so angry that he scolded him and killed him. The second painter painted the king beautifully, with good eyes and legs and good spirit. The king was even more angry when he saw it, saying that the painter satirized him and the second painter was killed. Seeing the first two painters executed, the third painter was in a cold sweat. He used his quick wits and came up with an idea. As a result, he not only survived, but also got a lot of money. He painted the king as a hunter, blind and closed, with one good eye aiming, one good leg standing and the lame kneeling on the stone. The king was very happy and gave the painter a lot of gold. When a customer buys a product or receives a service, he must have an expectation. Customer expectation refers to customers' subjective wishes rather than objective views on the quality of products or services before purchase. Including the expectation, reliability and overall quality of meeting the requirements. When he uses this product or accepts this service, he must be aware. Customer perception refers to the quality level of a product or service that customers feel relative to a certain consumption price, including the conformity and reliability of the product and the overall feeling of the product quality. If the customer's perception is greater than his expectation, he is satisfied, otherwise he is not satisfied. It can be seen that customer's expectation and perception are the key factors affecting customer satisfaction. Explicit expectation (contractual expectation): Portrait (authenticity) 2) Implicit expectation (out-of-contract expectation): Self-esteem (fuzziness of demand) Obviously, the first two painters have a deviation in their understanding of the king's expectations, and the first one only realized the explicit and explicit expectations and completed the basic requirements of the king for portraits, that is, authenticity. However, the king's expectations and needs for self-esteem were not taken into account, and as a result, his self-esteem was hurt. The king was angry, and the natural consequences were serious. The second painter was stunned by the bloody scene, and simply misinterpreted the king's expectations and beautified the king blindly, which neither made the king feel the authenticity of the portrait, but also made the king feel humiliated, and the king was even more angry and the consequences were equally serious. Only the third painter not only accurately understood all the expectations of the king, but also skillfully delivered the works that satisfied the king. From this story, we know that to satisfy customers, we must grasp the two elements of expectation and perception. We say that to improve customer satisfaction, we must carry out customer satisfaction management, that is, from two main aspects: expectation management and perception management. In the traditional customer satisfaction management, most problems are caused by customer complaints and complaints. Improving customer dissatisfaction, insufficient active collection and identification of customer expectations, and lack of systematic and active preventive management belong to passive management afterwards. Similarly, for customer perception management, there is no clear organization, role and responsibility of customer satisfaction management, and there is no unified management; Poor communication with the customer interface, the problem is only handled internally, and it is not transparent to the customer. As can be seen from this picture, customer loyalty comes from customer satisfaction, and our customer satisfaction management should pay attention to the whole process of customer satisfaction formation. Customer's expectation and perception are subjective in a sense. How to actively and accurately understand customers' expectations, and make corresponding plans to meet them, and deliver them according to the plans, has become an important activity of satisfaction management. But from our own point of view, these activities are all delivery activities to meet customer expectations, and we are not sure whether customers are really satisfied or subjectively aware. Therefore, it is equally important to communicate the delivery process and show the delivery results. Through this link, we can strengthen and correct the customer's perception and make it meet the customer's expectations. This is > >

Question 5: How to build high-quality products and improve customer satisfaction? The following contents are pasted for you, and the lobby manager is similar. How to be a good lobby manager? In my opinion, as long as we achieve "three diligence" and "three goodness", we can achieve the goal of winning by lobbying. Diligent in observation and good at thinking. As the "length of one hall", the lobby manager must first control the overall situation in the hall, and he knows all the troubles in the hall. For every customer who enters the lobby, you should know what business you need and what kind of assistance you need, and quickly divert customers at the first time! If the amount of deposit and withdrawal by card is not large, it will be guided to an all-in-one machine for deposit and withdrawal of less than 20,000 yuan; Business such as credit card swiping, balance checking and details typing will be directed to the self-service terminal, while non-cash business will be directed to the low counter; And introduce our mobile banking, online banking, SMS gold housekeeper and so on. Just right. In this way, for customers, it can save valuable time and improve customer satisfaction; For outlets, it can reduce the pressure on the counter, maintain the normal and orderly environment of the hall, and increase the transaction volume. Why not? The lobby manager who is diligent in opening his mouth and is good at suffering is the link between high cabinets and low cabinets, and between customers and tellers. This is a crucial intermediate hub. A qualified lobby manager, the lobby is a post and a battlefield for her! From the moment you start working, you must be fully armed and full of energy to shuttle between customers and take every customer and everything seriously; Diligent in speaking, good at suffering, making full use of effective time, doing a good job in secondary diversion and guidance of customers, and doing a good job in product introduction and marketing; Give full play to your initiative, coordinate the relationship between tellers, customers and tellers, and create a harmonious working atmosphere! Is a diligent study, good at summing up customer needs of full-time lobby manager. He is a talent who combines financial knowledge, financial management knowledge and even psychological knowledge, and his requirements will be higher in the future. This requires us to keep learning, accept new knowledge and enrich ourselves! Being good at understanding the international and domestic economic situation and understanding the financial trends between banks will help us "recommend good products to the most suitable customers"! As a lobby manager, you should be good at finding opportunities in your daily work, being good at comparison and summing up. Make full use of first-hand information, analyze the operation and service status of our bank through some basic data such as the average waiting time of customers, the proportion of electronic products sales, the proportion of tellers handling the same business, and the proportion of customer satisfaction survey, and boldly put forward some feasible suggestions to further improve and perfect the shortcomings of outlets in the business development process! I am the owner of the hall. I hope that our lobby manager will use his heart, wisdom and action to create a beautiful scenery!

Question 6: How can real estate planning improve customer satisfaction? After decades of development, there is no real industry standard for domestic real estate. Recently, Vanke invested its target in Pult Home, a leading enterprise in American investigation industry, and shouted the slogan of subversion, which may be a powerful gesture to gradually explore domestic industry standards. Mature real estate enterprises are aware of the importance of old customer recommendation, and customer recommendation has always occupied a good proportion in clue source and transaction probability. Based on the best practice of customer satisfaction abroad, this paper hopes to provide reference for domestic real estate enterprises to implement customer relationship management in order to obtain higher recommendation rate. We may not believe the following data in foreign data: 1, more than 60% buyers of Pulte real estate recommend no less than 4 friends for Pulte (Phoenix Area); 2. More than 24% buyers of Pulte Real Estate recommend no less than 10 friends for Pulte (Phoenix Area)! 3. Others are similar: Hochemain real estate is located in Washington, D.C., Green real estate is located in Boston, and Pulte is located in Minneapolis. The statistical results of these data are not fabricated casually, but are obtained after 55 thousand surveys by NRS and professional Buider magazine in the United States. In a completely different survey conducted by J.D.Power on more than 765,438+0,000 buyers, Pulte Real Estate has 65,438+02-65,438+07 markets in the United States (65,438+02 regions in 2003 and 65,438+04 in 2004). In the satisfaction survey of J.D.Power in September, 2004, Pulte Real Estate, including its Del Webb and DiVosta brands in WESTLAKE VILLAGE, California, ranked first in the 25 large-scale real estate markets in the United States in 14, and won a lifetime white gold medal for its excellent customer service. Success Strategy All these companies realized several years ago that excellent customer satisfaction would bring higher profit margins. They don't need to spend too much money on advertising, because their buyers have done a lot of advertising work for them. At the same time, due to the strong after-sales service, the litigation about the structural defects of houses has been effectively reduced. In 2004, professional builders and big builders actively participated in customer service surveys; J.D.Power also released the annual customer satisfaction survey of buyers of new houses (distinguishing second-hand real estate). From these reports, combined with customer marketing and customer relationship management, we summarized the suggestion of 10 to improve real estate customer satisfaction: 1, so that customer satisfaction can become a part of corporate culture. Poulter started the seven-step customer service process several years ago, and Oshman and Green also carried out customer service very seriously. In fact, as Marvin Hochemain said at the award ceremony for professional builders in New Orleans, he is more interested in getting advice on improving customer service than winning any awards. 2. The bottom line of quality factor is that if the house is a bad building, then your customers will not be happy. According to Eliant's statistics, most key factors such as: walls must be square, and all wood products (cabinets, doors, etc. ) whether it is installed correctly, etc. In addition, the buyer hopes that all the work will be completed and don't miss the project. When we look at the satisfaction ranking of J.D.Power, we can clearly see that real estate companies with excellent reputation for housing quality will have a good evaluation relationship (with few exceptions, of course). 3. Set buyers' expectations, so that buyers don't know whether it will take 60 days or 180 days to build a house, and give them some education to understand the construction process. If you don't set their expectations, they will make their own. Green Company and Laing Real Estate produced photos of buyers and houses from the opening to the end, presenting a photo album of different times for buyers. At the same time, as the best gift for property buyers, it can remind customers of the perfect delivery promised by real estate companies. 4. For the sales process of different projects, the communication strategies for successful communication are different, but the key point is ... >>

Question 7:cew/who has Customer Satisfaction Improvement Plan, Employee Satisfaction Improvement Plan and Property Quality Improvement Plan. Please refer to F. I hope it works for you.

Question 8: How to improve customer satisfaction? 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 9: How to improve the service level and customer satisfaction 1. Customer value Customer satisfaction depends on its perceived customer value. Customer value emphasizes that banks should pay attention to customer needs and use their own competitive advantages to provide target customers with value beyond their competitors. There is an interactive relationship between customers and banks. Customer value is a kind of perceived value, which is an overall evaluation of the performance of products or services after weighing the perceived benefits and the costs they can pay when obtaining products or services. Different customers have different perceived values for the same product or service due to different knowledge and experience; The same customer will have different value perceptions at different times. This shows that customer value is obviously dynamic and personalized. Customer value is the result of comprehensive consideration and the difference between total customer value and total customer cost. The total customer value is a series of values that customers get from specific products and services, including human value, product value, service value and value of the image. Customer total cost refers to the time, psychology, physical strength and monetary funds paid by customers when purchasing a product or service, including monetary cost, time cost, material cost and psychological cost. Under the restriction of certain search cost and limited knowledge, flexibility and income, customers form an expectation and act accordingly to judge whether they are satisfied or not and whether to buy again. The customer's purchase decision is not driven by a single factor. When designing, creating and providing value for customers, banks should be customer-oriented and take customers' perception of value as the decisive factor. Consider the gains and losses of customer perception. Perceived benefits can be understood as the benefits that customers get from the improvement of performance and experience, including physical factors, service factors and technical support related to product use, while perceived benefits and losses can be understood as the costs and corresponding risks that customers pay for products and services. When customers perceive value, their relationship with banks is also within their evaluation scope, and a good and sustained relationship can increase their value. Second, the intensification of competition between service quality and customer satisfaction makes it difficult for banks to effectively distinguish their competitors in products. More and more banks pay attention to service, hoping to improve customer satisfaction and enhance customer relationship through perfect service. In the study of service profit chain, experts from Harvard Business School in the United States discussed the variables that affect profits and their relationships. They found that higher service quality can lead to higher customer satisfaction, thus higher customer loyalty, and ultimately higher revenue growth and profit margin. Service has become the main way for banks to seek differentiation and win competitive advantage. Service is aimed at customers and is an activity that can bring valuable benefits or satisfaction to customers. Therefore, the quality of service should be decided by the customer. From the customer's point of view, the connotation of quality should be defined according to the service quality perceived by customers, not the quality degree perceived by bank insiders. Customer perceived service quality is the gap between the service quality experienced by customers and the expected quality. The quality of customer experience is a kind of interactive quality, which will bring an experience at every "critical moment" when customers contact with banks. Good service experience will bring higher satisfaction, and long-term customer satisfaction will make customers form a friendly attitude towards banks and enhance customer loyalty. The differences between customers sometimes make it unclear to banks what is the key factor for customers to perceive the service quality of the industry. Banks should be able to tap the characteristics that customers care about and make clear the direction of resource use. The design of customer perceived service quality includes the design of communication quality within banks and between banks and service systems related to service processes. The dialogue between banks and external customers can help banks understand and improve their services by choosing appropriate communication combinations, such as advertisements, important customer meetings and customer suggestion groups, so as to improve their image. Internal communication is mainly through internal publications and staff meetings. To ensure the consistency and continuity of service delivery. The design of the service system focuses on making customers feel the care of the bank. When customers come into contact with banks, they will inevitably come into contact with at least one of the four items (queuing system, payment system, maintenance system, reservation system, claims system, etc.). ), production materials (service facilities, equipment, written materials that customers must fill in) and other customers. The design of the bank should ensure the convenience, comfort and psychological satisfaction of these contacts. Third, the improvement of customer satisfaction 1, select target customers. You must aim at the bull's-eye before shooting to get good results. The same is true for banks facing customers. Not all customers have to accept bank services. Like Philip? Kotler said, "Every income ... >>"

Question 10: How can managers improve customer satisfaction? After all, General Manager Bruce is just an "airborne soldier". If you really want to know and master the real operation of the project at present, you can't just sit in the office and listen to the report. After two days of investigation at the grass-roots level of the project, General Manager Bruce learned about the one-week mid-year customer satisfaction survey, and adopted the form of household survey. The sampling method is to completely cover the existing owners of the property project, and the actual sample size meets the planned requirements. The results of this customer satisfaction survey are objective, true and effective. Results Apartment satisfaction was the lowest, 85%, business satisfaction was 86%, and office satisfaction was the highest, 93%. The following problems reflected by the owner have attracted the special attention of General Manager Bruce: Problems 1: According to the customer satisfaction survey, the service satisfaction of the front desk switchboard in the customer service department of the project department is low, accounting for 85%, some inquiries, repair services and complaints are not handled in time, and some problems reflected by the owner are not implemented in place and are not handled thoroughly enough.