中国人的买房体验，是怎么变好的？

Core Viewpoint - The article discusses the evolution of the real estate market in China, highlighting the shift from a focus on property transactions to an emphasis on service quality and consumer experience in the context of a changing economic cycle [2][3][15]. Group 1: Market Trends - The logic behind the continuous rise in housing prices over the past 20 years has changed, leading to a weakened financial attribute of real estate and a return to its fundamental purpose of housing [2]. - As of March 2025, over 40% of new homes in various cities will have a sales cycle exceeding 18 months, with Shanghai's second-hand housing cycle at 18.4 months [2]. - The average household in China now owns 1.03 residential properties, indicating a shift to a buyer's market and a change in the demographic of homebuyers, primarily consisting of younger generations [6][7]. Group 2: Service Evolution - Beike's "True Guarantee" service system was launched to enhance the transaction experience by covering key aspects such as real listings, payment security, commission refunds, privacy protection, and quality compensation [2][3][15]. - The transition from "True Listings" to "True Guarantee" reflects a broader change in consumer demands within the housing market, emphasizing the importance of service quality [3][4][15]. - Beike's service commitments include a "3+3" model, which guarantees real listings, commission refunds for unsuccessful transactions, and coverage for property debts, among other assurances [7][11]. Group 3: Company Strategy - Beike aims to establish itself as a "one-stop new housing service platform," moving beyond just verifying property information to providing comprehensive transaction support [15][16]. - The company has accumulated a total of 5.56 billion yuan in compensation payments since 2001, demonstrating its commitment to service quality and consumer trust [11]. - In the first half of the year, Beike reported a 26% year-on-year increase in second-hand housing transactions, with these transactions making up 76% of its total trading volume [11]. Group 4: Challenges and Innovations - Issues such as water leakage, which accounts for 10% of customer complaints, highlight the complexities of second-hand housing transactions and the need for improved service standards [12]. - Beike has implemented a "leakage information inspection and disclosure" service standard to address these challenges, showcasing its proactive approach to service improvement [12]. - The company has developed an AI-based risk identification and intervention system to enhance payment security, addressing the 5% of transactions that do not utilize escrow payment methods [13].