China Real Estate Customer Satisfaction Index System: Theory and Practice

Author: China Index Academy
Publisher:
Publish Date: 2005-06-01
Features: China Real Estate Index System (CREIS) is a national and major city real estate market monitoring system jointly initiated by the China Real Estate Association and the Information Center of the Development Research Center of the State Council in 1994. It is the earliest and most authoritative quantitative analysis index system in China's real estate industry. Currently, it is operated by China Index Academy. The China Real Estate Index System conducts systematic analysis of the trends in the real estate market across the country and major cities through price indices every month, revealing the development and change trajectories of real estate in China and its major cities. The China Real Estate Index System has a comprehensive survey system and a comprehensive real estate information database in 17 major cities, including Beijing, Shanghai, Guangzhou, Shenzhen, Chongqing, Wuhan, etc. Since its official release in 1995, it has attracted attention from domestic and international media and the industry, and has been widely referenced and published by CCTV, Reuters, Dow Jones, Ministry of Housing and Urban-Rural Development, World Bank, etc., becoming one of the important channels for understanding China's real estate market both domestically and internationally. The daily operations of the China Real Estate Index System are undertaken by China Index Academy. After nearly 20 years of development, China's real estate market has gradually shifted from a seller's market to a buyer's market. More and more enterprises have recognized that customer satisfaction is one of the important factors affecting business performance. Therefore, making customers satisfied has become the basic principle for real estate enterprises to operate, and even the highest goal of corporate behavior. As the foundation for promoting customer satisfaction management, quantifying customer satisfaction has become an urgent need for real estate enterprises. By objectively and scientifically quantifying real estate satisfaction and publishing the Real Estate Satisfaction Index to the whole society, it has the following important significance: , it can deeply analyze customers' expectations and requirements for the enterprise (project), providing decision-making suggestions for real estate enterprises to establish customer-centric product and marketing strategies; second, it can help real estate enterprises identify factors affecting satisfaction and the intensity of their impact, improve product quality and service, enhance consumer loyalty to the enterprise (project), thereby increasing market share and improving business performance; third, by establishing a Real Estate Satisfaction Index System and conducting real estate satisfaction development forecasts, it can enhance the risk resistance of real estate enterprises and provide strategic guarantees for sustainable development. Although customer satisfaction is gradually recognized for its important role in improving the business performance of real estate enterprises, some enterprises have begun to introduce customer satisfaction strategies into their operations and management, but research on the quantification of real estate customer satisfaction and the Real Estate Customer Satisfaction Index in China is relatively lagging, and professional real estate customer satisfaction index theory is almost a blank. Against this backdrop, China Index Academy and the China Real Estate Index System established a research team to develop the China Real Estate Satisfaction Index System while improving the China Real Estate Price Index System, which reflects market supply. The research on the Real Estate Customer Satisfaction Index was launched in October 2004. After the unremitting efforts of the research team, they finally completed the first theoretical monograph on China's real estate industry customer satisfaction index——《China Real Estate Satisfaction Index System and Theory and Practice》. The China Real Estate Index System is an index system and analytical method that reflects the operating conditions and development trends of the real estate market in major cities across the country in the form of price indices. It was first initiated by the China Real Estate Association, the Development Research Center of the State Council, and China Real Estate Group in 1994, and was certified by the Development Research Center of the State Council in 1995. Currently, it covers 17 major cities, including Beijing, Shanghai, Tianjin, Guangzhou, Shenzhen, Chongqing, Wuhan, etc., and is the authoritative basis for analyzing China's real estate market, known as the "barometer" for China's real estate market and the "guidepost" for investment and real estate. As the current operator and management unit of the China Real Estate Index System—China Index Academy, it integrated the China Real Estate Index System, Soufun Research Institute, China Villa Index System, China Real Estate TOP10 Research Group, and other research resources in August 2004. It is jointly built by dozens of experts from both domestic and international institutions and multiple academic institutions, and is currently a professional institution dedicated to comprehensive research and services on real estate in China and the world. This book first identifies the connotations of customer satisfaction and customer satisfaction index, deeply analyzes the impact of customer satisfaction on business performance and the importance of measuring customer satisfaction for real estate enterprises; then, based on elaborating the background and development history of customer satisfaction theory, it introduces foreign customer satisfaction and customer satisfaction index theory with a focus on models from Sweden, the United States, the European Union, etc.; relying on solid research on China's real estate industry, the book provides an in-depth elaboration of the theory and methods of the China Real Estate Customer Satisfaction Index research at the technical level. On this basis, the book focuses on three aspects of the implementation of the China Real Estate Satisfaction Index System: the implementation of the China Real Estate Satisfaction Survey, the construction of the China Real Estate Satisfaction Index System, and the operation of the China Real Estate Satisfaction Index System. Finally, the book explores the business strategies of real estate enterprises to enhance customer satisfaction, proposing several customer-centric business strategies, aiming to provide scientific strategic guidance for real estate enterprises to implement customer satisfaction strategies. As part of the research on the China Real Estate Satisfaction Index System, this book fills the gap in the theory and practice of China's real estate customer satisfaction index at a relatively professional level, providing a theoretical foundation for the scientific and objective quantification of the real estate satisfaction index, and hoping to provide reference for theoretical researchers engaged in real estate satisfaction index evaluation and practitioners involved in satisfaction index evaluation.