How should property management satisfaction survey be done?

With the advancement of urbanization in China, the real estate industry has developed rapidly, and the property management of residential quarters has increasingly become the focus of attention. Since 2008, Shangshufang Information Consulting began to investigate real estate property companies, and found that there is still a phenomenon in residential quarters: the low service level of property management companies leads to the dissatisfaction of owners, and the owners think that the property charges are inconsistent with the service level, and the owners' dissatisfaction with the service leads to the low charging rate of property management companies, which leads to the decline of property service level, forming a vicious circle. To this end, many property management companies began to provide directions for the improvement and perfection of property management services from the perspective of property management companies, collect and analyze the opinions and suggestions of owners on property management services, promote the improvement of property management level, and make it enter a benign development track.

Third-party owner satisfaction evaluation is an effective means to evaluate the quality of property management services. Before the investigation, it is necessary to establish a relationship model of customer satisfaction in property management and analyze the factors affecting customer satisfaction in property management. In the investigation, the information consultation of the upper study room found that there are three factors that affect the satisfaction of the owners.

1, the real feeling of property management service quality. This refers to the level of property service that owners feel in their daily lives.

2. Owners' expectations for property services. With the development and progress of social service industry, owners' demand for property services is constantly changing and improving, and they have expectations for current property services, which is the main factor affecting owners' satisfaction.

3. Observable value of property management. Owners will have a better understanding of the services they enjoy after paying the property fee, which will also affect the level of property satisfaction.

According to the above three factors, the relationship model of owner satisfaction is established.

After establishing the satisfaction relationship model, how to investigate the satisfaction of property services?

0 1

Determine the content of the investigation

In the content selection of property satisfaction survey, the information consultation in the study room is generally designed according to the services provided by the property. The general survey content is divided into residential, office, commercial, school or government property services. In addition, residential properties will be divided into prospective owners, running-in owners, stable owners and old owners according to the length of stay.

02

Set up a project team

After determining the contents of the previous questionnaire, the information consultation in the study room began to establish a project team, including the project manager (general manager) and researchers &; Four-level team system of executive manager, executive supervisor and executive.

Prepare materials for investigation and implementation:

1, start making investigator's work permit;

2. The content of the "Owner Satisfaction Questionnaire" is designed by the company in a unified way, and the corporate logo and 24-hour customer service telephone number are added;

3. Each project shall arrange on-site supervisors to conduct "Owner Satisfaction Survey" and report it to the project management center;

4. Draft the work announcement of "Owner Satisfaction Survey", print and post it according to the number of copies required by the project (sealed by the company). 03

Implement a questionnaire survey

The survey of property service satisfaction usually adopts quantitative research methods, and the most common ones are telephone survey, online questionnaire survey and home visit.

Various research methods have their own advantages and disadvantages, among which telephone survey is widely used at present, followed by home visit. With the rapid development of Internet in recent years, the form of online questionnaire survey has gradually emerged.

04

Write a research report

After collecting the data, analyze the data of residential property service satisfaction, and the analysis dimensions include:

1, project implementation overview

2. Investigation content and calculation method

3. Overall satisfaction and brand image

4. Satisfaction with all aspects of property services

5. Property service complaint analysis

6. Summary and recommendations