Estabilshment And Application Of Customer Complain Evaluation System In Housing Projects-take One Particular Housing Project In Xi’an As An Example

Consumers have become more demanding on housing and dwellings with thecontinuous progress in technology and economy, effective implement of nationalenvironmental protection and better residents livlihood. Safty, comfort and high qualityof living environment have been widely focused by consumers. At the same time,those concerns are also reflected during the housing reception process. It is observedthat various complains on different subjects will be gained during housing reception,which reflects the more requirements consumers have and the actual problems lies inhousing projects procedure. Customers cannot be satisfied. Therefore, how to lower thecustomers unsatisfaction in the maximum way by analyzing complains collected fromthose housings have experienced reception become very significant.Customer complain evaluation system is studied in this thesis by the combinedmethods of theory study and practical application. To begin with, housing projects inboth domestic and oversea real estate companies and their current studies and theorieshave been elaborated after collecting and reorganizing relevant materials and papersfrom home and aboard. Then, based on satatistics of customer complains, the currentstatus of customer complain system in real estate and housing projects is analyzed,mainly including standard treatment procedures of common complains and analysis ofsome typical complains. After that, by reorganizing materials and making conclusionon statistics of customer complains, index are chosen for the customer complainevaluation system, consist of positioning, planning and design, cost control,construction management and sale service. Those are the factors establish customercomplain evaluation system. Finally, this established system used as the frame for customer complain in one particular housing project in Xi’an. With the analysis of1192pieces of customer complains and the use of analysis hierarchy process and fuzzysynthetic evaluation method, the integreted evaluation model is built. Overallevaluation is given to this particular housing project in Xi’an. Meanwhile, theexperience is shared and the advice are offered for the further construction anddevelopment of this project. Hopefully customer satisfaction rate will be rasied bylower the dissatisfaction rate.