Zun'an Property - Pre-sale and Post-sale Service Satisfaction Study
Company overview
Zun'an Property Co., Ltd. (Stock Code: 00672.HK) was founded in 1997 and is a comprehensive real estate development company headquartered in Zhejiang Province. The company successfully listed on the Main Board of the Hong Kong Stock Exchange on November 13, 2007, becoming the second real estate developer in Zhejiang Province to go public in Hong Kong and setting a new record for Zhejiang developers in terms of Hong Kong financing at the time. Zun'an Property specializes in the development of mid-to-high-end residential properties, hotels, and urban complexes, with its business operations primarily concentrated in the Yangtze River Delta region, where it enjoys a strong brand presence and market position. The company adheres to a development strategy that emphasizes both high-quality development and refined operations, committed to delivering premium living solutions for its clients.
Research background
As competition within the real estate industry intensifies, customer attention to service experiences continues to grow, with sales floor service and property management quality becoming key reference points in buyers' decision-making processes. To further enhance customer satisfaction, optimize sales service workflows, and strengthen post-sale service capabilities, Zun'an Property aims to establish a regular, professional external evaluation mechanism to systematically identify shortcomings in its sales floor reception and post-occupancy property management processes. Based on this need, the company has decided to engage a third-party research institution for continuous, in-depth assessments of its sales floor operations and property management services.
Research scope
In 2019, CEIDEA Research was commissioned by Zun'an Property to conduct a one-year routine undercover assessment of all currently marketed projects' sales floors, as well as a satisfaction survey of completed and occupied projects. Sales floor evaluations were conducted monthly using the 'mystery shopper' method, focusing on six key service processes—phone response during working and non-working hours, use of standardized language, client information acquisition, proactive project information dissemination, appointment scheduling, and follow-up actions—evaluating and recording performance scores, which were then compiled into reports and provided to management. In addition, quarterly home visits were conducted for completed and occupied projects, with each survey involving no fewer than 1,000 households. The surveys assessed dimensions such as property management response speed, issue resolution efficiency, community environment maintenance, and overall client satisfaction, providing in-depth insights into owners' general evaluations and recommendations regarding Zun'an Property services.
Expected outcomes
Through this project, Zun'an Property will gain a comprehensive understanding of the service execution, standardization, and client experience across all sales floor personnel, identifying key issues affecting transaction conversion. At the same time, the study will systematically assess the satisfaction levels and specific improvement requests of current homeowners regarding property management services. The research findings will provide clear direction for the company to optimize its sales processes, enhance service professionalism, and standardize client reception procedures. Additionally, the results will serve as data-based and actionable recommendations for reengineering post-sale service workflows, improving employee training programs, and building a positive brand image and client loyalty within the target market.
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