Suzhou Taicang Lingshui Group - User Needs and Satisfaction Study of the Cultural and Tourism Division
Company overview
Suzhou Taicang Lingshui Investment and Development Group Co., Ltd. is a state-owned enterprise directly controlled by the Taicang Port Economic and Technical Development Zone Management Committee, entrusted with the development of key regional projects and industrial upgrading. The group's business operations cover five major sectors: engineering construction, industrial investment, port-city operation, logistics and trade, and cultural and tourism services. It is committed to driving high-quality regional economic development through a diversified development strategy, building a new urban model integrating production and city life, and promoting livability and employment opportunities
Research background
With increasingly volatile market conditions and continuously evolving customer demands, Suzhou Taicang Lingshui Investment and Development Group recognizes that continuously improving customer satisfaction across its various business segments is a key pathway to building long-term competitive advantage. To systematically understand the customer experience across its different business units and gain in-depth insights into genuine user feedback and future needs, the company plans to employ professional research methods to evaluate the current performance of services and facilities, and to optimize resource allocation and formulate more forward-looking development strategies based on these findings. This study focuses specifically on end customers of three key business units: the Zheng He International Hotel, the Guo Miao Supermarket, and Zheng He Park
Research scope
In August 2024, CEIDEA Research was commissioned by Suzhou Taicang Lingshui Investment and Development Group Co., Ltd. to conduct a comprehensive customer satisfaction survey targeting hotel guests at the Zheng He International Hotel, consumers at the Guo Miao Supermarket, and visitors to Zheng He Park. The survey employed a combination of in-depth interviews and multi-channel questionnaires, including offline home visits, telephone interviews, and online questionnaire distribution, ensuring broad representation and representativeness of the sample. Survey content included customer feedback and suggestions on service quality, facility completeness, consumption experience, environmental atmosphere, and future functional expectations. In the in-depth interview segment, the project team conducted one-on-one interviews with 10 representative customers from each of the three business units to obtain detailed subjective insights and recommendations. In the questionnaire component, a total of 900 valid offline questionnaires were completed, with additional coverage achieved through telephone and online questionnaires, forming a structured customer satisfaction data system
Expected outcomes
This study will provide Suzhou Taicang Lingshui Investment and Development Group with a multi-dimensional, high-coverage customer satisfaction research report, systematically presenting the current user experience and optimization directions for the three key business units: the Zheng He International Hotel, the Guo Miao Supermarket, and Zheng He Park. By analyzing core customer needs and service shortcomings, the research findings will guide the company in refining service processes, enhancing facility quality and operational efficiency, and strengthening customer loyalty and word-of-mouth promotion. Meanwhile, the data results will also serve as a critical basis for the group in formulating its next-phase development strategies and resource investment plans, helping it achieve continuous enhancement of brand value and business synergy growth in a fiercely competitive market
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