Xinhao Real Estate - Property Service Satisfaction Study
Company overview
Xinhao Real Estate Co., Ltd. is an integrated real estate enterprise engaged in real estate development, commercial operations, and property management. The company's project portfolio includes premium residential properties, apartments, office buildings, and commercial complexes, consistently upholding the philosophy of "Quality Builds Homes, Service is Paramount," with a commitment to creating high-quality, livable and workable urban spaces. In property management, the company continuously elevates service standards and client experiences, driving the industry toward professionalization, standardization, and intelligence-based operations
Research background
As urban property service demands become increasingly diverse and refined, owners' attention to the quality of property services has intensified. Xinhao Real Estate aims to gain a deep understanding of the actual satisfaction levels and service needs of its office building, apartment, and residential property users, identifying service gaps and areas for improvement in order to optimize its service system, enhance customer loyalty, and strengthen brand reputation. To this end, the company has engaged CEIDEA Research, a third-party research institution, to conduct a scientific satisfaction survey, providing actionable insights for service enhancement.
Research scope
In June 2017, CEIDEA Research was commissioned by Xinhao Real Estate to carry out a specialized property service satisfaction study, covering three property types: office buildings, apartments, and residential communities. The research methods included telephone interviews and in-home in-depth interviews. The study focused on nine key dimensions: access control and security (order management), cleaning and landscaping (hygiene and horticulture), property maintenance (elevator and facility upkeep, paid maintenance services), fire safety management, community cultural and recreational activities (information disclosure, community events), customer service (complaint handling, payment convenience, employee courtesy, brand perception), evaluation of service importance, demand for community intelligence systems, and willingness to recommend (NPS). Using the KANO satisfaction model, the study analyzed users' core concerns and satisfaction levels across various service dimensions, while combining the NPS model to assess customer loyalty and word-of-mouth potential, systematically identifying strengths and weaknesses in property management.
Expected outcomes
The final report will provide a comprehensive evaluation of current property service satisfaction across different property types, enabling Xinhao Real Estate to clearly understand the satisfaction levels of its users and accurately identify high-priority service deficiencies. By integrating analysis from both the KANO and NPS models, the report will offer prioritized improvement recommendations, service optimization strategies, and suggestions for intelligent system development, supporting the company's efforts to enhance service experiences, strengthen customer retention, and improve brand reputation and word-of-mouth. This will enable sustained differentiation and competitive advantage in property management services.
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