Guangzhou City Real Estate Transaction Registration Center - Service Quality Satisfaction Study
Company overview
The Guangzhou Property Rights Registration Center was established on September 23, 2015, as a specialized institution implementing the national unified property rights registration system and integrating responsibilities for property, land, forest land, and other immovable property registration. Starting November 2, 2015, Guangzhou officially implemented unified property rights registration, issuing the "Certificate of Property Rights" and the "Proof of Immovable Property Registration" uniformly. As a key front-line service unit of a service-oriented government, the Center has played a pivotal role in optimizing the business environment and enhancing the quality of government services.
Research background
Under the broader context of administrative service reform and the construction of a service-oriented government, the Guangzhou Property Rights Registration Center has successively introduced innovative service measures such as online interconnectivity, appointment services, dual-track queuing, and on-site service. These initiatives have improved public efficiency and satisfaction, but have also revealed shortcomings in service implementation, including difficulties in online appointment, unclear on-site guidance, and long waiting times during peak periods for real estate transactions. Therefore, the Center urgently needs professional research to comprehensively understand the current operational status and user experience, enabling targeted service improvements.
Research scope
In September 2018, CEIDEA Research was commissioned by the Guangzhou City Real Estate Transaction Registration Center to conduct on-site questionnaire surveys across all 12 property rights registration centers, gaining in-depth insights into public experiences and feedback regarding various service initiatives. Additionally, CEIDEA Research conducted in-depth interviews with key stakeholders and affiliated institutions, including bank staff, real estate agency representatives, senior executives from real estate companies, and internal managers at the registration center, aiming to collect diverse perspectives and recommendations to ensure comprehensive issue identification and targeted solution development.
Expected outcomes
This study will systematically identify the primary issues in property rights registration services, clarify service pain points and optimization directions, and provide data support for building user-centered government services. The research findings will assist the registration center in establishing a dynamic service evaluation and adjustment mechanism, thereby improving overall service quality and operational efficiency, enhancing public satisfaction and government credibility, and advancing Guangzhou's government services to a higher level
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