Using QR Codes to Establish a Homeowner Feedback Channel

Original: https://cli.im/article/detail/1822

Every property management company faces the challenge of handling homeowner feedback. Generally, each project has its homeowner group chat. However, these group chats are often flooded with numerous and disorganized messages. Many homeowners tend to freely voice their opinions in the group, demanding various actions—some of which may not be reasonable. Moreover, even a minor mistake can quickly turn the WeChat group into a "criticism session."

Here’s a solution for property managers to consider:

Solution

1. Do Not Handle Issues in the Group Chat

Establish the principle upfront: Do not accept or address any homeowner feedback within the WeChat group. All feedback should be submitted through a dedicated feedback channel. WeChat is a low-cost communication platform where anyone can speak freely. If feedback is handled in the group, the property management would need to assign someone to constantly monitor, collect, and record the feedback, provide timely explanations, and later search through chat history to update the homeowner once the issue is resolved. It’s impossible to handle every issue perfectly, and any small mistake can be magnified in the group chat.

2. Establish a Dedicated Feedback Mechanism

Following the first point, it’s essential to create a specialized and efficient feedback handling mechanism. We recommend implementing a QR code-based feedback system. This QR code can be shared in the group chat and posted in prominent locations such as main passageways. This encourages homeowners to develop the habit of scanning the code to report issues, while allowing the property management to collect and process feedback centrally. Progress updates can also be communicated promptly via the code. Only when homeowners feel their feedback is taken seriously will they be motivated to report issues promptly, rather than assuming that the property management won’t address them anyway—which is detrimental to both parties.

Another advantage of this approach is that each feedback submission and corresponding resolution is recorded. Issues such as noise complaints, parking problems, and sanitation concerns can be reviewed and used as performance evaluation references. Regularly compiling and publishing feedback handling reports can foster an atmosphere of transparency and improve homeowners' trust and satisfaction with the property management.