? ? ? ? ?物業(yè)神秘顧客調(diào)查，也稱為“秘密顧客”、“隱蔽顧客”或“顧客體驗(yàn)調(diào)查”，是通過(guò)雇傭匿名的、不具名的個(gè)人或公司代表消費(fèi)者的身份，進(jìn)行與實(shí)際消費(fèi)者類似的行為和交流，以評(píng)估服務(wù)質(zhì)量和客戶體驗(yàn)的方法。?

? ? ? ? ?在物業(yè)管理中，通過(guò)進(jìn)行神秘顧客調(diào)查，可以客觀地評(píng)估物業(yè)服務(wù)的質(zhì)量和效果，從而更好地發(fā)現(xiàn)和解決問(wèn)題，提高物業(yè)服務(wù)質(zhì)量和客戶滿意度。

? ? ? ? ?神秘顧客調(diào)查應(yīng)該按照以下步驟進(jìn)行：

? ? ? ? ?1、制定調(diào)查計(jì)劃和目標(biāo)，明確調(diào)查范圍和要求。

? ? ? ? ?2、招募適合的神秘顧客，如職業(yè)的調(diào)查員或志愿者，并對(duì)其進(jìn)行培訓(xùn)和指導(dǎo)，確保調(diào)查的標(biāo)準(zhǔn)化和可比性。

? ? ? ? ?3、制定調(diào)查方案和調(diào)查表，根據(jù)實(shí)際情況確定調(diào)查指標(biāo)和評(píng)分標(biāo)準(zhǔn)。

? ? ? ? ?4、進(jìn)行神秘顧客調(diào)查，按照調(diào)查方案和調(diào)查表對(duì)物業(yè)服務(wù)進(jìn)行評(píng)估，并記錄調(diào)查結(jié)果和客戶體驗(yàn)。

? ? ? ? ?5、分析和總結(jié)調(diào)查結(jié)果，發(fā)現(xiàn)問(wèn)題和改進(jìn)點(diǎn)，并提出針對(duì)性的改進(jìn)措施和建議。

? ? ? ? ?6、編寫調(diào)查報(bào)告，并向物業(yè)管理部門和相關(guān)人員匯報(bào)調(diào)查結(jié)果和建議，促進(jìn)服務(wù)質(zhì)量的提高和客戶滿意度的提升。

? ? ? ? ?深圳獨(dú)立第三方評(píng)估公司上書(shū)房信息咨詢采用經(jīng)驗(yàn)豐富的質(zhì)控員對(duì)每一位訪問(wèn)員提交的現(xiàn)場(chǎng)記錄資料（評(píng)估表、消費(fèi)記錄、照片、影像等）進(jìn)行甄別與篩選。通常，一個(gè)全國(guó)性的滿意度委托項(xiàng)目會(huì)設(shè)置8-10名督導(dǎo)，他們統(tǒng)一向1名項(xiàng)目總監(jiān)匯報(bào)日常工作。通過(guò)上書(shū)房信息咨詢（深圳滿意度市場(chǎng)調(diào)查公司）滿意度調(diào)查可以幫助企業(yè)改進(jìn)和提升服務(wù)質(zhì)量和服務(wù)水平，另外通過(guò)滿意度調(diào)查結(jié)果和研究報(bào)告能夠及時(shí)調(diào)整銷售人員架構(gòu)，促使各地市場(chǎng)人員和銷售經(jīng)理對(duì)零售市場(chǎng)的顧客有著清醒的認(rèn)識(shí)，有助于了解市場(chǎng)上主要競(jìng)爭(zhēng)對(duì)手在零售終端的軟硬件投入狀況，長(zhǎng)期的滿意度調(diào)查項(xiàng)目能夠?qū)崿F(xiàn)對(duì)網(wǎng)點(diǎn)的動(dòng)態(tài)監(jiān)測(cè)，管理層可以主動(dòng)積極地進(jìn)行有效管理。

? ? ? ? ?上書(shū)房信息咨詢作為中國(guó)獨(dú)立第三方調(diào)研公司，在2022年服務(wù)地產(chǎn)物業(yè)客戶超過(guò)100家，包含了寫字樓、產(chǎn)業(yè)園區(qū)、住宅、廣州第三方滿意度測(cè)評(píng)、景區(qū)滿意度調(diào)查、滿意度調(diào)查問(wèn)卷、廣州醫(yī)院滿意度測(cè)評(píng)、廣州窗口滿意度測(cè)評(píng)、滿意度調(diào)查報(bào)告、湖北市場(chǎng)調(diào)查公司、湖南市場(chǎng)調(diào)查公司、廣州第三評(píng)估市場(chǎng)調(diào)查、開(kāi)展供水服務(wù)市場(chǎng)調(diào)研、社會(huì)滿意度調(diào)查、上海小區(qū)業(yè)主滿意度調(diào)查等多種類型，調(diào)查項(xiàng)目覆蓋了國(guó)內(nèi)160余個(gè)城市，通過(guò)phone調(diào)查、網(wǎng)絡(luò)問(wèn)卷和入戶訪問(wèn)等方式調(diào)研有效樣本超300,000個(gè)。

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?Property mystery customer survey

Mystery shopping in property management, also known as "secret shopping," "anonymous shopping," or "customer experience research," is a method of evaluating service quality and customer experience by hiring anonymous individuals or companies to represent consumers and engage in behavior and communication similar to actual consumers.

In property management, conducting mystery shopping can objectively assess the quality and effectiveness of property services, identify and solve problems more effectively, and improve service quality and customer satisfaction.

The steps for conducting mystery shopping should be as follows:

1.?Develop a research plan and objectives, clarify the scope and requirements of the investigation.

2.?Recruit suitable mystery shoppers, such as professional investigators or volunteers, and train and guide them to ensure standardization and comparability of the investigation.

3.?Develop investigation plans and checklists, determine investigation indicators and scoring standards based on actual conditions.

4.?Conduct mystery shopping, evaluate property services according to the investigation plan and checklist, and record investigation results and customer experience.

5.?Analyze and summarize investigation results, identify problems and improvement points, and propose targeted improvement measures and suggestions.

6.?Write investigation reports and report investigation results and suggestions to the property management department and relevant personnel to promote the improvement of service quality and customer satisfaction.