Research On Customer Satisfaction Promotion Strategy Of Project A Of RH Property Management Company

According to the data of the 2018 national property management industry development report^[1]issued by China Property Management Association,the urbanization rate in 2017 is 58.52%,and it will reach 60%by 2020.At that time,there will be 40 million new urban population and 1.5 billion square meters of new housing area.At present,the total area of the national property management industry is about24.665 billion square meters,with a compound growth rate of 12.01%,Industry concentration is at a low level.It can be seen that the property management industry has broad development space,but there are also some problems.As a member enterprise of RH group,with the development progress of the group,Rh property always adheres to the development concept of the group,adheres to the service tenet of the group,and strives to create a good home living environment for customers.Under the premise of both opportunities and challenges,how to realize the customer's yearning for a better life and the improvement of their satisfaction is the driving force for RH property management from managers to employees to constantly think about and try.Based on the research on the satisfaction of property companies at home and abroad,this paper finds that most of the enterprises in the industry only pay attention to the basic services provided by property service enterprises when carrying out customer satisfaction survey,analyze the results of the basic services and put forward corresponding improvement measures,while ignoring the property service enterprises in the stages of development and construction,renovation and special services Corresponding services provided by service enterprises.Therefore,on the basis of the research on the application of customer relationship management theory and the relevant theory and practical experience of the industry,combined with the development and service characteristics of a project of RH property company,first of all,the SWOT analysis method is used to analyze RH property,and the development strategy that RH property is suitable for taking the characteristic road is obtained;second,combined with the characteristic development strategy and the actual situation of a project Thirdly,analyze the results of satisfaction survey,find out the factors that affect customer satisfaction in the development and construction stage,the renovation stage,the quality improvement stage of basic services and the special service stage based on basic services;finally,take targeted improvement measures for each stage,establish and improve Customer satisfaction promotion strategy suitable for project a.It is hoped that the research in this paper can lay a theoretical foundation and provide operable solutions for the improvement of satisfaction after the third phase delivery of the project,so as to improve the overall satisfaction of the project,and also hope to play a role in promoting the development of the industry.