XinDa Property Management - Owner Service Satisfaction Survey
Company overview
XinDa Property Management was established in 2001 and operates under Shandong Jingjian Group, serving as a specialized subsidiary focused on real estate development and property management. With a registered capital of 110 million RMB, the company holds both Grade One qualification for real estate development and full property service enterprise certification. As a key player in the local real estate sector, XinDa Property Management adheres to the management philosophy of "service first, owner satisfaction," continuously expanding its service coverage. It currently manages over 4,000 residential units across multiple mid-to-high-end residential projects, establishing a strong brand reputation in customer service quality and community operations management.
Research background
XinDa Property Management has traditionally conducted owner satisfaction surveys through its own employees, who visit homes to distribute questionnaires. On average, four rounds of surveys are conducted annually, each involving 800 households. However, due to the involvement of internal staff in the survey process, subjective bias and response distortion inevitably occur, undermining the authenticity and decision-making value of the results. As the company's business scale continues to expand, it is projected that total delivered units will reach 20,000 by the end of 2020. The existing survey system is no longer sufficient to meet operational demands. The company urgently requires a third-party, independent, and professionally equipped institution to establish a more scientific and systematic owner satisfaction evaluation mechanism, providing objective data for service improvement and performance assessment.
Research scope
In April 2020, CEIDEA Research was commissioned by XinDa Property Management to conduct a comprehensive property service satisfaction survey covering all resident households. The project employed a multi-channel, mixed-method approach, including online questionnaires via WeChat official accounts, telephone interviews, and SMS invitations for responses, maximizing both sample coverage and response rates. Survey content included owners' evaluations of basic services (such as environmental cleaning, security management, and maintenance response), staff attitude, communication efficiency, community activities, and service feedback mechanisms. Open-ended questions were also included to encourage owners to provide specific issues and suggestions. Survey participants included both newly and previously delivered residential communities, representing diverse periods of occupancy, household structures, and service experience backgrounds to ensure comprehensive reflection of the current overall service status.
Expected outcomes
This survey will establish for XinDa Property Management a standardized, industry-comparable, and long-term trackable satisfaction evaluation system. By analyzing satisfaction scores across key dimensions and synthesizing owner recommendations, the company will accurately identify strengths and weaknesses in property service performance across different projects, enabling targeted service optimization strategies. Survey findings will serve as a key reference for annual property service performance evaluations and may also be used for cross-project benchmarking and annual excellence awards. Ultimately, the final report will help XinDa Property Management enhance owner satisfaction and reputation management capabilities, build a more stable, efficient, and sustainable customer relationship management system, and provide data support for improving both brand competitiveness and service quality.
Scan to add our research consultant