Research On Customer Satisfaction Improvement Strategy Of N Real Estate Chengdu Company

Under the background of "houses are for living in,not for speculation",and as the government continues to increase real estate policies,real estate enterprises need to change from the original goal of expanding market scale to the goal of improving customer satisfaction,and enhance customers’ brand confidence in real estate enterprises through a series of measures.N Real Estate Chengdu Company established their customer department in 2017,although customer satisfaction has improved greatly in the past two years,it is still a long way from the benchmark of the industry.Therefore,the challenge faced by N Real Estate Chengdu Company is how to improve customer satisfaction and enhance the competitiveness of the company.Through the research and analysis of the relevant theories of customer satisfaction and the current situation of N Real Estate Chengdu Company,this paper finds that the customer satisfaction survey of N Real Estate Chengdu Company is a general version of the industry,and the survey results are mainly used for industry comparison,and the key improvement problems cannot be clarified.Therefore,how to make scientific decisions on key improvement problems and effectively improve customer satisfaction through customer satisfaction survey is the goal of this paper.Firstly,by referring to the ACSI model and the industry customer satisfaction survey standards,the customer satisfaction evaluation system of N Real Estate Chengdu Company is established.Then,consider the customers from early to late check in the process of checking house,will have different needs and pay attention to focus,so the customer shall be divided into the owner customer,period,stable period customer,the old owners four stages,and respectively from sales and service,building quality,property services such as multidimensional targeted investigation content Settings.Then,considering the survey volume of about more than 2000 people,the satisfaction survey questionnaire was formed according to the index system,and a telephone survey was conducted by a third-party professional research company with the help of company resources.Finally,the results of satisfaction are sorted out,compared with the customer satisfaction of the industry average and industry benchmark,and combined with the quartile model to analyze the key improvement issues,and the following conclusions are obtained:First,the overall customer satisfaction of N Real Estate Chengdu Company is higher than the average level of the industry,but there is a certain gap compared with the industry benchmark.The focus should be improved from the five aspects of housing design,housing quality,maintenance service,delivery service and complaint handling;Second,it summarizes the strategies to improve customer satisfaction,including:(1)Fully understand customer needs and actively solve customer complaints;(2)Strictly control the accuracy of information output and reduce the customer complaint rate;(3)improve the product design temperature,strictly observe the construction quality stiffness;(4)Implement standardization of delivery management and lean maintenance management;Third,it is necessary to ensure the implementation of the customer satisfaction improvement strategy of N Real Estate Chengdu Company from the aspects of corporate culture,human resources and implementation.Through the implementation of the above research results and measures,N Real Estate Chengdu Company can further improve customer satisfaction and gain market recognition,it can also further improve its own products and business capabilities and become an industry benchmark.