Shèngshì Jiā Property Management - 2019 Owner Satisfaction Study
Company overview
Shengshi Jia Property Management Co., Ltd. was established in March 2002 and is a branded property management company with professional certification. The company has long specialized in property management and information consulting services for residential, office, and mixed-use projects. Adhering to the service philosophy of "customer focus as the core and customer needs as the guide," Shengshi Jia integrates professional management with humanized service to create a safe, comfortable, and warm high-quality community living environment for owners. Through standardized operational mechanisms and continuous improvement in service capabilities, Shengshi Jia Property Management has built a strong industry reputation and solid client base within the Shenzhen region.
Research background
To continuously enhance service quality and strengthen customer relationship management, Shengshi Jia Property Management has conducted owner satisfaction surveys annually. However, previous surveys were primarily executed by internal staff, which limited the professionalism, objectivity, and authenticity of feedback collected. To more accurately understand owners' true evaluations of current property services, identify service gaps and potential needs, and provide data-driven insights for service strategy adjustments and standard improvements, the company decided to engage a third-party professional research institution to conduct a systematic study.
Research scope
In September 2019, CEIDEA Research was commissioned by Shengshi Jia Property Management to conduct a special owner satisfaction survey across multiple property projects under its management. The research team conducted face-to-face interviews with owners through home-based questionnaires, collecting feedback on various aspects including service response speed, employee professionalism, facility maintenance, environmental hygiene, security measures, and community activities. The study not only assessed current service quality but also explored owners' unmet service expectations and improvement suggestions. Additionally, a longitudinal analysis of satisfaction trends across years was conducted to provide actionable insights for differentiated management strategies.
Expected outcomes
Through this study, Shengshi Jia Property Management will obtain authentic, multi-project and multi-layered feedback from owners regarding service quality, identifying key factors influencing customer satisfaction and loyalty. The research findings will provide scientific support for the company to develop targeted service optimization strategies, strengthen employee training programs, and improve customer communication mechanisms. By comparing evaluation data across different projects and different periods of occupancy, the company will establish tiered, phased service improvement pathways, thereby comprehensively enhancing overall service quality, user retention, and brand loyalty.
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