Guangzhou Municipal Real Estate Transaction and Registration Center - Service Quality Satisfaction Study
Company overview
In accordance with national regulations and the requirements of the State and Provincial governments regarding the "four unifications" in property rights registration, the Guangzhou Municipal Property Rights Registration Center was officially established on September 23, 2015, and began implementing unified property rights registration services citywide starting November 2 of the same year, fully standardizing the issuance of both the "Certificate of Property Rights" and the "Proof of Property Rights." To enhance service efficiency and citizen experience, the center has successively introduced a range of convenient measures, including "online inter-office processing," "appointment services," "dual-queue numbering," and "door-to-door services," continuously optimizing government services and improving public satisfaction.
Research background
Driven by the construction of a service-oriented government, the Guangzhou Municipal Property Rights Registration Center has continuously explored innovative service pathways guided by professionalism, precision, and humanization. Although current service measures have improved overall service quality to some extent, practical challenges remain during implementation, such as difficulties in online appointments, unclear guidance information, and long queues during peak real estate market periods. To achieve dynamic service optimization, the center urgently needs systematic research to deeply understand genuine public feedback and recommendations from relevant stakeholders, thereby identifying service weaknesses and further enhancing overall service effectiveness.
Research scope
In September 2018, CEIDEA Research was commissioned by the Guangzhou Municipal Real Estate Transaction and Registration Center to conduct a comprehensive study on property rights registration services. The study covered all 12 property rights registration centers in Guangzhou, employing on-site questionnaire surveys to directly collect feedback from citizens regarding service processes, experiences, efficiency, and convenience. Additionally, in-depth interviews were conducted with key personnel from institutions closely related to property rights registration, including bank staff, real estate agents, developers, and internal leadership of the registration center, to systematically gather diverse perspectives and recommendations. This study aims to establish a multi-dimensional service evaluation framework from both the "citizen's perspective" and the "institutional perspective".
Expected outcomes
This study is expected to provide the Guangzhou Municipal Real Estate Transaction and Registration Center with data-based insights into the genuine needs and pain points of citizens during the property rights registration process. It will scientifically identify existing shortcomings and areas for improvement within the current service system. The research findings will serve as foundational support for establishing a dynamic service monitoring and adjustment mechanism, helping to continuously optimize service workflows, enhance service precision and transparency, and ultimately achieve a mutual improvement in government service quality and public satisfaction.
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