In the article the system of monitoring and estimation of quality as the major element of realization of the client-oriented approach in the sphere of housing and communal services is considered. The proposed system of monitoring and evaluation of service quality is aimed at customer evaluation and integrated consideration of communal, housing, organizational, informational components and allows you to determine the effectiveness of the managing organizations. The organizational structure, based on the creation of two main units – back and front offices, which allows to implement a customer-oriented strategy, is also considered. Within the limits of the new organizational structure the system of revealing of need and opinions of owners of rooms in apartment houses by means of absentee voting with application of new information technologies is offered. Thus, the given system of monitoring and estimation of quality of housing and communal services will allow to realize feedback between consumers and the managing organizations, and to increase customer satisfaction of quality of services.
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