Rongxin Group - Consumer and Partner Satisfaction Survey of Shiyue Plaza
Company overview
Rongxin Group was founded in 2003 and is headquartered in Shanghai. It is a nationwide real estate group with diversified operations, covering property development, property management, landscape engineering, asset operation, and other fields. The company is committed to building an integrated, end-to-end operational platform through cross-sectoral collaboration. Its Shiyue Plaza project is located in the core commercial district of Wangzuang, Jinan District, Fuzhou, with a total size of 200,000 sqm, serving as a landmark commercial complex in the region. The project features two distinct zones—North and South—each themed around 'Happy Families' and 'Active Lifestyles,' respectively, offering differentiated positioning and a dual-mall concept designed to serve diverse urban consumer segments
Research background
To continuously optimize commercial service capabilities, enhance the management effectiveness of the project operations team, and improve the overall satisfaction experiences of both consumers and merchants, Rongxin Group commissioned CEIDEA Research to conduct a systematic survey to comprehensively understand the current feedback and potential issues regarding service quality. As a key commercial project in the region, the service reputation and operational performance of Shiyue Plaza are crucial to the group's brand image and commercial value. Therefore, a dynamic evaluation mechanism is essential to ensure steady and sustainable improvements in service quality.
Research scope
In January 2020, CEIDEA Research was commissioned by Rongxin Group to conduct a specialized consumer and merchant satisfaction survey at the Shiyue Plaza. The study was designed in two phases, with comparative data analysis conducted between the two rounds to monitor trends in service satisfaction. Research methods included on-site intercept interviews, in-depth interviews with merchants, and online questionnaires, covering a wide range of consumers and merchant types across both the northern and southern zones of the project. The study focused on key dimensions such as overall commercial management service satisfaction, property response speed, promotional activity support, operational management processes, merchant collaboration mechanisms, and customer service experiences. Additionally, the analysis took into account the unique characteristics of the commercial district to identify service expectations and pain points among different target groups.
Expected outcomes
The final report fully reconstructs the current service perceptions of consumers and merchants under the operational conditions of Shiyue Plaza, identifies key areas of dissatisfaction, and clearly defines priority dimensions for service improvement. Through dynamic monitoring, the project can evaluate the effectiveness of service optimization initiatives and provide quantitative performance benchmarks for management teams. Furthermore, the research findings serve as empirical support for future commercial promotion strategies, operational resource adjustments, and service process improvements, helping Shiyue Plaza continuously strengthen its market competitiveness and customer loyalty.
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