Qiaoxin Property Management - 2019 Owner Satisfaction Study
Company overview
Qiaoxin Group Limited is one of the earliest foreign-invested enterprises approved to establish during China's reform and opening-up period, with its headquarters in Guangzhou. It is a diversified enterprise group with a highly international outlook. The group's business operations span real estate development, financial investment, premium healthcare, international education, luxury hotels, fine dining, and media and communication, covering key areas of daily life. Its business network extends across China, Australia, and Europe, among other countries and regions. As of now, the group employs over 10,000 people, and each of its business segments holds significant market influence
Research background
As urban residents' expectations for living quality continue to rise, property services—being a key component of community value—have become a core concern for homeowners. While Qiaoxin Group continues to expand its property management operations, it also faces the dual challenges of improving service quality and optimizing its management systems. To systematically evaluate the effectiveness of current property services and accurately understand residents' satisfaction levels and service expectations, Qiaoxin intends to obtain authentic feedback through professional research methods, thereby driving continuous improvements in service quality
Research scope
In November 2019, CEIDEA Research was commissioned by Qiaoxin Property Management to conduct an extensive door-to-door satisfaction survey across Guangzhou. This study covered four major residential communities—Huijing New City, Huiqiao New City, Fuli Huayuan, and Huiyue Platform—as well as three office buildings: Qiaoxin International, Guotao Center, and Fuxing International. Through face-to-face interviews and questionnaire completion, the research team systematically collected residents' opinions on the quality of property services, suggestions, and areas for improvement. Additionally, the research team conducted a longitudinal analysis by comparing the data with historical survey results from recent years, identifying trends in service improvements and gaps between user expectations and actual service delivery, providing precise insights for property service positioning
Expected outcomes
The research findings will provide Qiaoxin Property Management with solid data support for comprehensive optimization of its customer service system. The results will help identify service weaknesses and improvement opportunities, further enhance the configuration of public facilities, optimize customer response mechanisms, and implement targeted improvements to increase resident satisfaction and loyalty. This will lay a solid foundation for Qiaoxin Property Management to establish a reputation for high-quality service and achieve sustainable growth in brand value
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