Xiangjiang Holdings - Owner Satisfaction Study
Company overview
Since entering the real estate industry in 2000, Xiangjiang Holdings has focused on the development of premium residential projects based on the 'ecological living' concept. Through continuous product innovation and deep regional market penetration, the company has developed multiple large-scale projects across the Guangdong, Jiangsu, Zhejiang, Bohai, Southwest, and Central China economic regions, establishing a strong position in the premium leisure real estate market. The company has successfully delivered over a dozen large-scale ecological community projects, including Guangzhou Xiangjiang Splendor and Guangzhou Xiangjiang·Aurora Green, accumulating extensive experience in project development and operations management, and establishing a comprehensive ecosystem development model integrating residential, commercial, and property services.
Research background
As owners' expectations for living quality continue to rise, the quality of property management services directly impacts project reputation and brand value. While Xiangjiang Holdings continues to advance its development of premium residential projects, it also places significant emphasis on the professionalization and standardization of property services. To comprehensively understand the current level of owner satisfaction with property services, identify potential operational issues, and optimize service processes, Xiangjiang Real Estate commissioned a third-party research institution to conduct a targeted satisfaction survey among residents of a managed community in Guangzhou. The study aims to enhance service experiences, strengthen owner loyalty, and provide practical insights for replicating service models across other projects within the group.
Research scope
In September 2012, CEIDEA Research was commissioned by Xiangjiang Real Estate to conduct an owner satisfaction survey in a premium residential community located in Guangzhou. The survey covered key service dimensions within property management, including community security, public area cleanliness, facility maintenance efficiency, staff service attitude, complaint handling speed and satisfaction with resolution outcomes. The research employed a combination of in-home questionnaires, telephone interviews, and on-site observations to systematically assess owners' genuine perceptions of overall property management performance, while also collecting their personalized needs and recommendations regarding community management, lifestyle amenities, and environmental improvements.
Expected outcomes
This study is expected to fully reveal the current level of owner satisfaction with property services, identify key issues and areas for improvement in existing service processes, and provide decision-making support for Xiangjiang Holdings to optimize its property management mechanisms and enhance service execution. Additionally, the findings will offer feasible recommendations on establishing a more efficient issue response system, improving employee service awareness, and strengthening owner sense of belonging. These efforts will not only enhance owner satisfaction but also further solidify Xiangjiang Holdings' brand reputation and market competitiveness in the field of ecological living communities.
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