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业主满意度研究
Owners’ satisfactory research
汲取国内外业主满意度研究的成功经验,北方纵横的业主满意度研究项目通常按以下四个阶段开展工作。
Given the successful experience by domestic and abroad owners, usually, we carry on the customers’ satisfactory research obey the following 4 stages.
第一阶段:识别“业主结构”,探究业主的“物业服务需求”,具体测评指标设计
The 1st stage: Recognize “the owners’ structure”, discovery the owners’ property service demand.
识别“业主结构” :对客户指定的物业项目的业主结构进行分析(确定科学样本结构的基础条件)
探究业主“物业服务需求链”:采购物业服务的动机,基本要求,动机与需求的可测量因素(确定科学调查指标的基本前提)
Recognize “owners’ structure”: Analysis on the certain property project of property owner’s structure (confirm the basic conditions of scientific samples’ structure)
Discover owners’ demand chain of property’s service: The reason for purchasing property service. Basic conditions, evaluate factors of the demand which also is the basic foundation of scientific research factors’ confirmation
具体测评指标设计:指标测试,确定分阶层调查问卷和深度访谈提纲
The design for factors of evaluate: Test of evaluate, confirm principle for research questionnaire and deeply interview.
第二阶段:实施业主调查,业主调查数据审核
The 2nd stage: Operating the research for property’s owner, check on the data for owner’s research.
确保抽取随机概率业主样本,确保严格的质量控制
电脑辅助个人面访(CAPI)或电脑辅助电话访问(CATI): 问卷调查/深度访谈
业主调查数据审核: 问卷真实性审核/逻辑验证/澄清问卷存在的问题
Confirm the samples of owners collect by random variable, make sure strictly control for the quality.
Computer assist personal interview or computer assist telephone interview: Questionnaire research/deeply interview.
Double check on research data for property owners: Check on the questionnaire/verification on logic/Clear the problems state on questionnaire.
第三阶段:数据分析,撰写业主满意测评研究报告
The 3rd stage: Data analysis, make the report for customers satisfactory evaluate.
七维度与结构变量、观测变量统计分析
物业管理满意度调查的基本结论与主要发现
物业管理满意度测评的基本指标
业主对物业管理的总体满意度
业主对物业管理的实际感受与预期的差别
业主对物业管理的实际感受同其他物业管理品牌的差别
业主对物业管理实际感受同理想服务的差别
业主满意度指标形成的原因分析
业主对物业服务与沟通设施的评价及其对满意度指标的影响分析
业主对物业秩序维护工作的评价及其对满意度指标的影响分析
业主对物业维修服务工作的评价及其对满意度指标的影响分析
业主对投诉事务处理的评价及其对满意度指标的影响分析
业主对清洁卫生服务的评价及其对满意度指标的影响分析
业主对物业费价格水平与收费工作的评价及其对满意度指标的影响分析
业主对社区文化建设的评价及其对满意度指标的影响分析
客户对物业管理的价值追求与期待
物业管理急需改进的因素及产生原因
从物业管理满意度调查谈改进措施的建议
对物业管理公司的建议
对物业管理项目的具体建议
Conclusion and basic discovery for customers satisfactory of property service management.
Basic elements for evaluate of property service satisfactory.
Comprehensive satisfactory of property owners regard to property management.
Difference between real experience and expectation.
Analysis the reason of customers’ satisfactory.
Property owners’ reputation for property service and communication equipment.
How property owners’ assess property management service.
How is the property owners’ reputation regarding to complain dealing situation?
What’s customers’ expectation from the property service management?
Suggestion regarding to improve the property management service.
Suggestion for property management company.
Suggestion for property management project.
第四阶段:物业管理公司“提高业主满意度”管理培训,物业管理公司业主满意度跟踪调查
The 4th stage: Training held by property management company about raise customers’ satisfactory.
基于满意度测评一手数据分析的物业管理公司业主满意管理培训课程
成果利用与万通鼎安物业管理公司业主满意度跟踪调查跟踪
再次测量,监视改进措施的影响
总体满意度测量:通常一年一次
事务性满意调查:特定时间点调查
Re-evaluate, track the affection of improvement policy.
Totally satisfactory measurement: usually once every year.
Business satisfactory: Specific time research.