Infinite Pole Property Management - Customer Satisfaction Survey of Infinite Pole Plaza
Company overview
Guangdong Infinite Pole Property Management Co., Ltd. is a wholly-owned subsidiary of Infinite Pole (China) Co., Ltd., which operates under the globally renowned health and wellness group — Lee Kum Kee Health Products Group. Infinite Pole (China) Co., Ltd. was established in 1992 and is headquartered in Guangzhou, with a strong focus on traditional Chinese medicine and health products. As a key asset within the group, the Infinite Pole Plaza is located in Baiyun District, Guangzhou, in a prime, well-connected commercial district. It is a modern office complex integrating corporate offices, business meetings, and retail facilities. Since its operation began, the plaza has attracted numerous leading enterprises and has become a landmark office building in the region.
Research background
With the transition of property management at the Infinite Pole Plaza from JLL to the internal 'Shuang Property' team, the entire property service system has entered a critical transitional phase. To ensure service stability and maintain high customer satisfaction during this transition, and to identify the genuine experiences and needs of tenants and merchants under the new management model, Guangdong Infinite Pole Property Management Co., Ltd. has initiated a dedicated customer satisfaction survey. While the previous outsourcing model had accumulated valuable experience in communication responsiveness and service standardization, the internal 'Shuang Property' team is currently in the early stages of establishing its service culture, operational policies, and on-site management processes. Therefore, a systematic research effort is urgently needed to capture authentic client feedback, serving as a foundation for improving service quality and formulating future operational strategies.
Research scope
In December 2025, CEIDEA Research was commissioned by Guangdong Infinite Pole Property Management Co., Ltd. to conduct a targeted customer satisfaction study on Building B of the Infinite Pole Plaza. This study employed a combined approach of offline electronic questionnaires and face-to-face in-depth interviews, covering two primary customer groups: office tenants and retail merchants within the plaza. Questionnaire design was customized according to role-specific attributes to effectively reflect the distinct operational characteristics and service needs of each group. Office tenant samples were selected through random sampling to ensure diverse perspectives and feedback across various job functions. A total of 15 key office tenants were invited for in-depth interviews, focusing on aspects such as property service processes, communication channels, and on-site management mechanisms. Special attention was given to shifts in client perception following the transition from JLL to the 'Shuang Property' team, rather than merely comparing service quality. Throughout the research, efforts were made to preserve the authenticity of client experiences, avoiding leading questions to ensure the objectivity and strategic value of the findings.
Expected outcomes
This study is expected to produce a comprehensive outcome framework covering overall satisfaction ratings, feedback on key service touchpoints, client perceptions of changes in management models, and recommendations for customer needs. The findings will not only help identify strengths and areas for improvement in current property services, but also provide the internal property management team with scientifically grounded, actionable improvement directions. Additionally, the research results will support the establishment of a sustainable customer feedback mechanism, serving as a critical reference for future service standard development, process optimization, team capability enhancement, and customer relationship management—ultimately driving a two-way improvement in customer satisfaction and service operational performance.
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