Zhongnan Group - Property Owner Satisfaction Study
Company overview
Zhongnan Construction Group Co., Ltd., established in 1988, is a large-scale, comprehensive group enterprise with business operations spanning ten major sectors including real estate, construction, civil engineering, and industry. As a member of both the Top 500 Chinese Enterprises and the Top 500 Private Chinese Enterprises, the group operates in multiple cities across the country and employs over 80,000 people. Its subsidiary, Zhongnan Zhide, focuses on real estate development and urban operations. In recent years, Zhongnan Zhide has continuously strengthened service quality and customer satisfaction management, aiming to create a high-quality living environment and build a strong brand image
Research background
Under the backdrop of the group's comprehensive quality management assessment and annual service level evaluation system, Zhongnan Zhide aims to proactively identify management and service issues through self-inspection, gain authentic customer feedback, and prepare for the upcoming annual evaluation. To ensure objectivity in issue identification and the validity of research data, the company has decided to engage a third-party professional institution to conduct a dedicated satisfaction survey. Using systematic methods, the study will identify pain points, clarify improvement pathways, and promote the effective implementation of service optimization initiatives
Research scope
In February 2020, CEIDEA Research was commissioned by Zhongnan Zhide to conduct a specialized property satisfaction survey. This study employed a multi-channel data collection approach, combining telephone interviews, SMS questionnaires, and WeChat link distribution to evaluate owner satisfaction across multiple property projects under Zhongnan Zhide's portfolio. The survey covered various dimensions including service response speed, employee attitude, repair handling, public facility management, environmental hygiene, and community activities. Special attention was given to customers' subjective satisfaction levels, service pain points, and improvement suggestions. Quantitative analysis was used to identify common issues, supplemented by targeted in-depth follow-ups to capture detailed service experience perceptions
Expected outcomes
This satisfaction study provides Zhongnan Zhide with a comprehensive portrait of current service conditions, helping to identify service level disparities across different projects and highlighting a series of frequently reported negative feedback points, pinpointing key issue areas. The report clearly defines priority directions for improving customer satisfaction and serves as a basis for the group to develop region-specific and project-specific rectification and training strategies. The research findings will provide data support for Zhongnan Zhide to further optimize service processes, enhance employee service awareness, and strengthen customer retention strategies, laying a solid foundation for participation in the group's annual service performance evaluation
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