Guangzhou Qiaoxin Property Management Company - Residential and Office Building Tenant Satisfaction Study
Company overview
Guangzhou Qiaoxin Property Management Co., Ltd. is a professional foreign-invested property management service company with first-class property management qualifications, operating under the Qiaoxin Group. The company integrates property management and leasing agency services. Currently, it employs approximately 1,300 staff members and manages over 1.5 million square meters of property, covering high-end residential complexes, Class A office buildings, commercial properties, and cultural facilities, including Huijing New City, Huiqiao New City, Guangzhou International Trade Center, Fuxing Commerce Tower, Xinkaokuo Tower, Huaxing Bank Office Building, Cundu International Summit Hotel, and the Cundu Museum, among others. In 2013, the company expanded its presence in the high-end office building market of Zhujiang New Town, with plans to enter the Qiaoxin Tower, marking a continuous expansion of its management portfolio.
Research background
As Qiaoxin Property Services continue to expand, the need to simultaneously enhance overall management standards, ensure consistent service quality, and establish a scientific and systematic performance evaluation mechanism has become a key strategic issue for the group. The previous point-based feedback system is no longer sufficient to meet the company's requirements in monitoring management quality, improving customer satisfaction, and driving service upgrades. Therefore, a professional research initiative is urgently needed to establish a comprehensive satisfaction monitoring system across all managed projects, develop scientific and quantifiable indicators, and provide a data-driven basis for overall service optimization.
Research scope
In October 2014, CEIDEA Research was commissioned by Guangzhou Qiaoxin Property Management Co., Ltd. to conduct a study on tenant satisfaction across its residential and office building projects. The research primarily employed a combination of questionnaires and telephone interviews, covering multiple dimensions such as cleaning and landscaping, security patrols, facility maintenance, service response, staff courtesy, issue resolution efficiency, and service transparency. The study focused on identifying differences in satisfaction levels across different property types and customer segments. Special attention was given to tenants' feedback regarding the property brand image, service innovation, and long-term living experience, in order to develop a systematic set of monitoring and evaluation indicators.
Expected outcomes
Through this satisfaction study, CEIDEA Research will help Qiaoxin Property establish a comprehensive indicator system covering service quality, customer perception, and service improvement directions, providing a foundational framework for routine performance evaluation in property management operations. The research findings will assist the property management company in identifying service gaps, optimizing service processes, and providing data support for performance evaluation and operational improvements, ultimately enhancing customer retention, increasing owner satisfaction, and strengthening brand reputation.
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