Henan Chengyu Construction Investment Group - Property Service Satisfaction Study
Company overview
Henan Chengyu Construction Investment Group is a diversified, comprehensive enterprise group centered on real estate development, with additional business operations spanning hotel management, construction projects, mineral investments, and property management. The group's real estate subsidiary holds a second-tier development qualification and has successfully developed multiple residential communities and urban complex projects, with a land reserve exceeding 700,000 square meters. The company is committed to improving urban landscapes and living environments through high-quality development, and building a strong urban brand image
Research background
As competition within the real estate industry intensifies, the quality of post-project property services has increasingly become a key factor influencing customer satisfaction and brand reputation. To gain a comprehensive understanding of owners' authentic evaluations regarding the handover process, product quality, and property service performance, to identify potential weaknesses in property management, and to formulate targeted improvement strategies, Henan Chengyu Construction Investment Group has initiated a systematic owner satisfaction survey to enhance service quality, strengthen customer retention, and boost brand competitiveness
Research scope
In January 2018, CEIDEA Research was commissioned by Henan Chengyu Construction Investment Group to conduct a specialized property service satisfaction survey among its project's owner base. The survey sample included prospective owners, owners in the adjustment phase, stable-phase owners, and long-term owners. Using a combination of in-home and telephone interviews, a total of 800 valid questionnaires were collected. The survey covered owners' satisfaction levels regarding product quality, handover experience, security measures, landscaping, cleaning and maintenance, after-sales repair services, and customer service. Through systematic data collection and analysis, a precise portrait of the current property service situation will be established.
Expected outcomes
The final report will employ professional tools such as the KANO satisfaction model and the NPS (Net Promoter Score) model to systematically analyze overall service satisfaction levels, identify key performance gaps affecting user satisfaction, and propose practical and actionable service improvement directions and optimization strategies. The research findings will provide Henan Chengyu Construction Investment Group with scientific decision support and improvement pathways in enhancing property management quality, customer relationship management, and brand reputation building.
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