Rongsheng Real Estate - Mystery Customer Investigation of Sales Showrooms
Company overview
Shenyang Rongsheng Real Estate Development Co., Ltd. is a key subsidiary under the Rongsheng Real Estate Group, established in 2009. It primarily handles real estate development and residential property sales within the Liaoning Province region. As the primary operating entity for Rongsheng Real Estate in Northeast China, the Rongsheng Liaoning Branch has established itself as a significant force in the local real estate market through its high-quality project development and strong market reputation
Research background
The Rongsheng Liaoning Branch currently manages multiple residential project showrooms, including Rongsheng Huafu, Zhitie Dongjun, Kunhu Lishě, Heyue Mingdǐ, and Rongsheng Cheng. To further enhance the quality of service in these showrooms, improve the customer's purchasing experience, and strengthen brand image, Rongsheng Real Estate intends to conduct a mystery customer investigation through a third-party professional research firm. The investigation aims to identify and address shortcomings in sales showroom services, optimize the sales process, and improve customer satisfaction.
Research scope
In August 2020, CEIDEA Research was commissioned by Shenyang Rongsheng Real Estate Development Co., Ltd. to conduct undercover monitoring visits to the showrooms under management. The primary focus of the study included evaluating the actual performance of sales staff in terms of service attitude, service procedures, and on-site environment; reconstructing the real-life customer purchasing experience to identify key pain points and sensitive issues in the buying journey, thereby providing a comprehensive assessment of sales service effectiveness. The purpose of the investigation was to identify existing service issues, provide actionable improvement recommendations, and offer data-based insights for enhancing showroom management.
Expected outcomes
The final research report will provide the Rongsheng Liaoning Branch with scientifically grounded and actionable improvement directions, including optimizing sales service workflows, service flow design, and service standards. This will enable the company to develop the most effective customer experience strategy in the future, enhance customer satisfaction and loyalty, and further strengthen its market competitiveness
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