In this survey experience, 148 residential quarters in 36 cities (municipalities directly under the central government, cities with separate plans and provincial capitals) were randomly selected for experiential survey, and 4320 valid samples of consumer satisfaction survey were completed.
More than 30% of residential areas have access control problems.
The on-site experience evaluation score of residential property service is 65. 14. Experience the four service modules of property services on the spot: equipment and facilities management, order management, environmental management and customer service management. Based on the on-the-spot evaluation of each service module, the final score of this residential property service is 65. 14, which is at the passing level as a whole. Judging from the scores of each management link, the score of equipment and facilities management is 84.70, which is relatively high; The score of environmental management is 64.89, which is at the passing level; Order management and customer service management are relatively low, with scores of 59.35 and 54.47 respectively, which are at the level of failing. Among them, customer service management is a relatively weak link found in this experiential survey.
In order management experience, access control is separated from management. In the experienced 148 residential quarters, the investigation found that 49 residential quarters had access control-related problems, and the incidence rate was 33. 1 1%. The main problems include "building access control cannot be effectively closed" and "building access control has not been closed for a long time". Pangu Garden in Chengdu, Sichuan and Arc de Triomphe in Shenyang, Liaoning were named.
The problem of illegal parking is prominent. In 148 residential quarters, 89 residential quarters have problems such as illegal parking and disorderly parking, and the incidence rate of problems is 6 1. 14%. The main problems are "parking in the parking lot of the community", "parking at the entrance and exit of the community" and "non-motor vehicles parking in the lobby on the first floor". For example, Fengjing Garden in the north of Hangzhou, Zhejiang Province, N3 District in Dalian, Liaoning Province in spring, Huagang Happiness City in Nanjing, Jiangsu Province, Lv Jing Garden Phase II in Shenzhen, Guangdong Province, and the blue lawn of Wuhan Xinao, Hubei Province, etc.
Customer service management scored the lowest.
The customer service management experience mainly includes the service attitude and performance of the staff of the property service enterprise, and the customer service experience in some communities is not effective. For example, the customer service staff of Jinxiu Jiayuan Community in Changsha, Hunan Province are lax in their behavior and attitude during working hours; In some communities, "the security guards did not take the initiative to confirm the visiting information with the owners and register the visiting information", such as the entrance and exit of the gate of Huayuan Guoxiu Jiayuan Community in Urumqi, Xinjiang, where the security guards leaned against the fence and left the car pole to chat during working hours.
The field experience shows that the score of customer service management in residential quarters is 54.47, which is lower than the passing level. In the actual experience process, the sub-index community "cleaning staff dressed neatly" scored the highest, which was 97.12; The scores of "security guards actively intercept, inquire and check the owner's information" and "security guards actively confirm and register the visitor's information with the owner" are low. The experience shows that less than 30% of the owners' information is intercepted, inquired and checked by security guards, and less than 20% of the visitors' information is actively confirmed and registered.
It is suggested to establish a collaborative governance mechanism.
In the experience survey, China Consumers Association also found some other problems that need to be solved urgently. For example, the contradictions and disputes between the property and the owners in the early stage of new residential quarters are more common; In the early stage, the property service enterprises formed a de facto monopoly and lacked an exit mechanism; The whereabouts of residential property rights income are unknown, and the use of maintenance funds is under great pressure; Community public income is not publicized, and institutional constraints are lacking; There is still room for improvement in the construction and function of the owners' committee.
China Consumers Association suggests that relevant departments should speed up the improvement of legal standards, strictly supervise law enforcement, and accelerate the establishment of a cooperative working mechanism of "overall management of housing and construction departments, responsibility of local street communities, cooperation of functional departments, and participation of all sectors of society" to promote the long-term healthy development of the property service industry; Housing construction departments and sub-district offices shall guide the establishment of industry committees in residential areas according to law, safeguard the legitimate rights and interests of owners, and promote the improvement of community governance and property supporting services. Appeal to consumers, take the initiative to participate in property service management, and promote * * * to build * * * governance * * * to enjoy a happy and safe community.