Hengda Property - Owner Satisfaction Study
Company overview
Hengda Real Estate Group Co., Ltd. is a well-known large-scale residential property developer in China, having consistently ranked among the top ten real estate companies in the country for multiple consecutive years. The group operates nationwide, developing multiple high-quality residential projects in 28 provincial cities including Beijing, Shanghai, Guangzhou, and Chongqing. Guided by the "People-Oriented Real Estate" philosophy, Hengda strives to enhance urban living standards by delivering residential communities that offer high value-for-money, comprehensive facilities, and premium quality, thereby fulfilling the public's aspirations for a better life. Meanwhile, its subsidiary, Hengda Property Management, provides comprehensive community services across the country, aiming to become one of China's most competitive integrated property service providers
Research background
As Hengda's residential projects continue to expand, the impact of property service quality on owner satisfaction and brand reputation has become increasingly significant. To meet the diverse service needs of owners across different regions and to improve overall property service standards, Hengda Group plans to establish a unified and scientific service quality evaluation system nationwide. This owner satisfaction survey aims to identify issues and areas for improvement within property service processes through systematic feedback data, and to provide decision-making support for subsequent upgrades to the service management system and standardization of service procedures.
Research scope
In January 2017, CEIDEA Research was commissioned by Hengda Property to conduct a nationwide owner satisfaction survey across Hengda's residential projects. Using a sampling-based home visit approach, the study covered multiple cities and representative projects, evaluating owner satisfaction across key property service areas such as gate access and security, cleaning and landscaping, property maintenance, fire safety management, community cultural activities, and customer service response. The research team established a service evaluation indicator system, employing a data model based on resident feedback to assess performance across various service dimensions, while also collecting specific opinions and improvement suggestions through on-site observations and owner interviews.
Expected outcomes
This study will establish a comprehensive service quality database for Hengda Property, quantitatively reflecting satisfaction levels and performance gaps across different service segments, and clearly identifying key indicators and pain points affecting owner satisfaction. The report will also conduct cross-regional and cross-unit-type comparisons of property service performance, extracting exemplary service cases to serve as standardized benchmarks across the group. The final output will provide essential data support for Hengda Group to further optimize property services, strengthen customer relationship management, and improve community operational efficiency, while also establishing a continuous service management improvement mechanism to help steadily enhance the group's brand influence.
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