E LTU Investment Group - Pre- and Post-Purchase Satisfaction Survey
Company overview
Hubei E LTU Investment Property Group Co., Ltd. was established in August 2011 and is a wholly-owned subsidiary of the E LTU Investment Group. The company's core business operations include land development, park development, property management, urban development and operation, and themed real estate investment. Leveraging the resource advantages of the E LTU Investment Group, E LTU Investment Property has actively explored the development of new urbanization, currently operating in multiple cities including Wuhan, Xiangyang, Enshi, Jingzhou, Ezhou, Honghu, and Songzi. It has established a development and operation model centered in Wuhan, with a radiating influence across the entire province
Research background
As the company expands its operations and advances its residential projects, E LTU Investment Property Group aims to conduct a systematic survey to comprehensively evaluate the service quality of its currently managed residential communities and corresponding sales sites, particularly in pre-sales services and post-sales property management. By deeply understanding owners' satisfaction with property management services and their experiences at sales sites, the study intends to provide data support for future service optimization, product adjustments, and customer relationship management.
Research scope
In November 2020, CEIDEA Research was commissioned by Hubei E LTU Investment Property Group to conduct a comprehensive satisfaction assessment of three residential community projects and their corresponding sales sites. The research consists of two components: first, in-home interviews with residents of the managed residential communities to comprehensively assess their satisfaction with property services across five key service areas—security management, cleaning and landscaping, engineering maintenance, community cultural activities, and customer service—identifying root causes of dissatisfaction and uncovering future service needs; second, through the use of mystery shoppers, to evaluate the environment, hygiene, facilities, and service quality at sales sites, providing a holistic understanding of the strengths and weaknesses of sales site operations.
Expected outcomes
This study will provide Hubei E LTU Investment Property Group Co., Ltd. with an objective evaluation of the service quality of its currently managed residential communities and sales sites, identify existing service shortcomings, and propose actionable improvement recommendations. The final report will help the company better understand customer needs, optimize service processes, enhance owner satisfaction and loyalty, and provide data support for future service improvements and business expansion.
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