Research On Strategies To Improve Customer Satisfaction Of HX Property Management Compan

The 14 th Five-Year Plan and the 2035 Vision Development Goals clearly propose to promote the upgrading of the living service industry to high quality and diversification,accelerate the development of modern service industries,including property management,strengthen the supply of public welfare and basic services,and promote the standardization and branding of service industries.At present,the whole property management industry is still in the stage of rapid development.HX International Property Management Company was established in Suzhou in 1999,the company focuses on high-end residential property management services in Suzhou.Combined with the current customer satisfaction survey data and the problems encountered in the actual work,it is found that there are still some areas for improvement in the company’s customer satisfaction survey,including the simplicity of the satisfaction evaluation index,the lack of comprehensive satisfaction evaluation items,the evaluation index is not weighted and so on.Based on the literature research on property customer satisfaction at home and abroad,this paper establishes the customer satisfaction evaluation system of HX Property Company through expert interview and AHP level analysis.Around the evaluation system,the customer satisfaction is measured,and found that HX property company customer satisfaction overall situation is higher,and higher than the industry standard,but there are some problems,including maintenance service timeliness to be improved,emergency response work is not yet in place,community cultural activities satisfaction is not high,property cost-effective and property cost disclosure and transparency to be improved,complaint response satisfaction is not high.Based on the results of data analysis,the customer satisfaction improvement strategy is put forward in order to further improve customer satisfaction.In terms of the promotion principle,it is proposed that the realization basis of the promotion plan is to fully integrate the existing resources,the realization method is to construct a three-dimensional promotion system,specifically,in the design of the service plan will be the top-level mechanism,middle-level supervision and the bottom-level implementation of the three aspects of the link,and then form a comprehensive customer satisfaction improvement program system,the goal is to improve the satisfaction of owners.In the specific design aspect from the top-level system design,the middle-level regulatory design,the bottom-level implementation of the design of the detailed description of the program.The design of the top-level system emphasizes the construction of community culture.This paper cuts in from the social and cultural activities of enriching the community,and suggests that property companies should cultivate a certain level of work force and improve cultural service facilities to provide customers with colorful community cultural life.Mid-level regulatory design requires joint enterprise-owner supervision.Mainly from the property costs of openness and transparency,improve the efficiency of complaint handling and quality of handling two aspects.The underlying implementation design should provide property services in a timely and high-quality manner,mainly from improving the timeliness of maintenance services and doing a good job in emergency response.