Design And Study On The Tenant Service Satisfaction Improvement Plan Of TH Office Building In Shenyang

Due to the limitation of industrial structure,Shenyang’s economic development has lagged behind that of ordinary first-tier and some second-tier cities for a long time.Since 2015,a large number of office buildings have entered the market due to the development of a large amount of land occupied by commerce from 2010.High supply and low demand have kept the market in a depressed state for a long time.Vacancy rates are high and rents are low,especially this year because of the epidemic.Therefore,in order to seize customer resources,office buildings have gradually transformed from traditional product and price competition to service competition.Improving tenant service satisfaction is the key factor to improve the competitiveness of the office building industry.This paper uses literature research method,questionnaire survey method and interview method to study the service satisfaction of tenants in Shenyang TH office project.On the basis of the theory of customer value theory and customer value hierarchy model,takingTH office tenants as research object,through the tenant satisfaction survey questionnaire design,distribution and recycling,analysis of reliability and validity of the result of the research,based on overall analysis to the research result tenants for realty service satisfaction,according to different characteristics of the tenant’s impact on satisfaction analysis of present problems of the realty service building.Through the analysis of the causes of customer satisfaction problems,the following reasons can be found:staff lack of service awareness,service is superficial;The management personnel have weak professional experience and lack the consciousness to consider the property management planning of the building fundamentally;The management process is not perfect and the division of rights and responsibilities is fuzzy;Lack of effective communication with tenants and higher expectations for personalized service.In order to fundamentally improve the tenants service satisfaction of Shenyang TH office project,this paper proposes corresponding countermeasures from the following aspects,including improving the staff etiquette image,service process training system,and establishing the "answer customer questions" guidance manual.Establish an effective incentive mechanism,link the complaint rate with the post salary,set up a mysterious customer visit mechanism and increase the service benchmark reward,so as to make the reward and punishment clear;Create tenant feedback channels,including feedback channel management and feedback information processing;increase the monitoring and feedback mechanism reporting to headquarters,increase the project construction funds and increase the project information system construction..