Research On The Running-in Period Customer Satisfaction Promotion Strategy Of C Real Estate Group Chengdu Company

With the changes in domestic macroeconomic and policy guidance in recent years,the market has gradually shifted from an incremental era to an inventory game era,and the industry is facing a new reshuffle.At the same time,people’s aspirations and demands for a better life are still increasing.If a company can demonstrate management efficiency in product design,quality,delivery,maintenance,property management,and other aspects,it can continue to gain recognition in the market and achieve better development.Therefore,customer satisfaction is increasingly receiving attention from real estate companies.At present,most enterprises in the industry are learning the customer service full cycle model of Longfor and Vanke,which have relatively complete customer service systems.In the traditional construction delivery process,the entire cycle is divided into risk control stages during opening and construction,delivery according to contract stage,and after-sales complaint handling stage.A satisfaction management system is embedded in each stage,which is divided into quasi-owner period,running-in period,stable period and old-owners period,according to different time dimensions come to conduct satisfaction evaluations and use the obtained satisfaction scores for performance evaluation to promote the strengthening of the customer service system.The research in thesis is aimed at improving house-owner satisfaction in the first phase of the running-in period(i.e.one month after delivery)for enterprises.Based on this factor,thesis combines relevant theories such as customer perceived value theory,customer segmentation,and customer delivered value to conduct comprehensive analysis and thinking.Thesis optimized the SCSB model by studying the satisfaction model and combining industry characteristics as the basis for constructing the model.Through interviews with industry personnel and experts,a first,second,and third level indicator system was formed.The survey questionnaire passed reliability and validity tests,and correlation analysis was used to confirm that the data presented in the questionnaire can be used using multiple linear regression methods,Using the above method to study the important factors affecting the satisfaction of house-owners in the first phase of the running-in period(i.e.one month after delivery)of the development enterprise C company in the Chengdu region project,and combining the analysis of the four part diagram model,it is concluded that the delivery service indicator is the most important and satisfactory among the secondary indicators,and the maintenance service indicator with the lowest satisfaction score needs to be significantly improved,The important and high scoring delivery material preparation indicators in the third level indicators can continue to be maintained,and the urgent need to improve the scores is the important and low satisfaction score sales commitment consistency,timely repair follow-up,and construction and installation indicators.Subsequently,for each of the fourteen three-level indicators,suggestions were given for improvement and improvement.It was suggested that targeted improvements should be made at the project level,department level,and company level based on the different permissions and capabilities involved in the indicators.It was also suggested that external resources could be integrated for improvement and enhancement.