Study On Customer Satisfaction In The Real Estate

At present, Chinese real estate enterprises are developing vigorously. The market has changed from the seller market to the buyer market, customers are becoming more and more mature, and the competition among these companies is becoming more and more severe. At the same time, government supervisal is becoming stricter and stricter. All these changes demand the real estate enterprises to concentrate on the customers'needs and satisfaction. But many enterprises cannot still satisfy customers'demand yet. This situation causes that massive apartments are difficult to be sold. Whether real estate enterprises can satisfy their customers'demands already have become the key point that impacts continual development of the real estate enterprises. So the study on customer satisfaction is significant to the healthy development of real estate enterprises.Owing to the importance of customer satisfaction to real estate enterprises, firstly the thesis analyses the relations of customer satisfaction, the enterprise's performance and the core competition. In order to solve the problem of the scientific management, especially customers'forecasting demand, the concept of Customer Satisfaction Index Investigation and Research are introduced in this paper. The thesis has taken on the relative mature methods of Customer Satisfaction Index such as in Sweden, USA, European Union as reference and has established the customer satisfaction model and the customer satisfaction evaluation system for the real estate's market in China. The author has also introduces the method of customer satisfaction evaluation that could be used in ascertainment and improvement of the real estate's development project with detail. At the same time, the thesis has advanced several methods about management of Customer Satisfaction for the real estate enterprises. Finally, on the premise of meeting customers'demand, the real estate enterprises may obtain profits and establish favorable social images,"three win"can be attained by the society, the clients and the enterprises.