Owner → Board Feedback Loop
How an owner's idea becomes a board decision. Most associations have no real path · the suggestion goes nowhere, and the owner stops trying. The loop closes that gap with a documented pipeline that boards see, owners track, and CMG facilitates.
22Active suggestions
14Adopted YTD
7In committee review
3Declined w/ reasons
82%Suggester closure-loop satisfied
5-stage pipeline
1 · Submission · "I have an idea"
Owner-portal form · NPS open-text · BOD open forum · letter to manager
- Owner submits via 4 channels: portal form, NPS open-text response, in-person at BOD open forum, written letter
- Auto-routes to the relevant property's manager
- Auto-confirms receipt within 24h: "thanks · we read it · we'll come back to you"
- Suggester sees a tracking ID + estimated cycle time
2 · Triage · "what kind of idea is this?"
Manager + per-property workflow · 7 days max
- Operational (manager fixes immediately) · 42% of submissions · resolved < 14 days
- Committee-level (welcome cmte, ARC, audit cmte, landscape, etc.) · 18% · routes to relevant cmte
- Policy / governance (rule change, declaration amendment) · 12% · routes to BOD agenda
- Capital / financial (project, fee, budget impact) · 14% · routes to treasurer + capital tracker
- Beyond scope (city services, neighbor disputes) · 14% · politely redirected with referral
3 · Owner-discoverable status · "where is my idea?"
Owner-portal · live · auto-updated by triage system
- Owner logs into portal → sees their suggestion's current state in real time
- "At BOD agenda · scheduled May 21" or "in committee review · response due May 14"
- Comments from manager / committee posted as they happen
- Other owners can opt in to "follow" suggestions and add their support if they like (limited to current owners · prevents brigading)
4 · Decision · "what did the board decide?"
BOD vote · committee recommendation · manager close-out
- For BOD-level: vote captured at meeting, minutes reflect decision · agenda-builder integration
- For committee-level: committee recommendation logged · BOD ratifies as needed
- For operational: manager closes with action taken · auto-notifies suggester
- Decline outcomes always include written reasoning · never just "no"
5 · Closure loop · "did we deliver?"
30 days post-decision · pulse survey to suggester
- 30 days after decision implemented (or declined), pulse survey to suggester: "Did this resolve in a way you found acceptable?"
- Yes → loop closed · suggester typically becomes more engaged owner (+5 NPS on average)
- No → manager re-engages personally · ~30% of "no" turn into "yes" with clearer explanation or compromise
- Patterns surface in Sentiment dashboard · feed quarterly board memos
Recent suggestions · Plaza Tower
"Add seating at the Cherry St entrance"
SUG-2026-0014 · R. Chen · Apr 2 · ADOPTED Apr 30
Owner suggested 2 outdoor benches at the lobby entrance. ARC approved · landscape committee selected weatherproof benches · installed Apr 28. Closure-loop survey: "Yes · they look great. Multiple neighbors thanked me."
"Quieter hours on the rooftop"
SUG-2026-0011 · A. Mendez · Mar 14 · ADOPTED Apr 17 BOD
Owner concern about late-night rooftop noise. BOD adopted a 10 PM amplified-music cutoff (was none). Concierge added to closing-walk routine. Closure-loop: "Yes — the change has been working."
"Welcome video for new owners"
SUG-2025-0084 · L. Ortiz · Oct '25 · ADOPTED · v3 video Mar '26
Owner suggested making the welcome packet more video-friendly · drove the Welcome Video Studio module that now serves all 18 associations. Original suggester credited.
"Audit committee · open to non-board owners"
SUG-2026-0019 · P. Stein · Apr 28 · IN COMMITTEE REVIEW
Owner suggested formalizing the audit committee with non-board members. Currently informal. Going to May 21 BOD with treasurer's recommendation. P. Stein has volunteered to chair if approved.
"Owner-portal Spanish-language version"
SUG-2026-0017 · L. Ortiz · Apr 22 · IN PROGRESS
Owner suggested ES localization of the owner portal UI. Engineering working on it · 80% complete · target launch May 22. Coordinated with Multi-Language module.
"Reserve study refresh ahead of 2027 SIRS triennial"
SUG-2026-0021 · M. Hou · May 1 · ON BOD AGENDA MAY 21
Treasurer suggested moving the reserve study refresh forward 6 months to give the budget cycle better data. Linked to Strategic Plan OKR. BOD approving the RFP at May 21.
"Allow short-term rental (Airbnb) · trial"
SUG-2026-0008 · (anonymized) · Feb 14 · DECLINED Mar 19 BOD
Owner suggested allowing Airbnb for unit owners as a trial. BOD declined unanimously · documented reasons: insurance impact, owner-occupancy character, liability concerns, current 2/3-supermajority amendment threshold not present. Closure-loop: suggester thanked board for the explicit reasoning even though disappointed.
"Pickleball court on the rooftop"
SUG-2026-0012 · K. Patel · Mar 8 · DECLINED w/ structural reason
VP suggested a pickleball court on the rooftop deck. Engineer review found the rooftop load-rated for static use only · pickleball impact loads exceed engineer-stamped capacity. Detailed engineer letter attached for transparency.
Per-association volume · 12 months
| Property | Submissions | Adopted | In flight | Declined | Avg cycle |
|---|
| Plaza Tower | 62 | 38 | 14 | 10 | 34 days |
| Centerville Square | 22 | 14 | 4 | 4 | 28 days |
| Lakes at Killearn | 34 | 18 | 10 | 6 | 52 days |
| Magnolia Grove | 14 | 10 | 2 | 2 | 32 days |
| Oak Pointe Villas | 8 | 6 | — | 2 | 22 days |
| Killearn Lakes II | 14 | 8 | 4 | 2 | 38 days |
Why this matters
Owners feel heard
Suggesters whose ideas were adopted score +12 NPS over baseline. Even declines, when explained, score +4. The acknowledgment matters as much as the outcome.
Boards make better decisions
Pre-vetted by manager + committee · BOD sees structured options not raw "I want." Decision quality up · meeting time spent on debate, not setup.
Committee pipeline
Owners whose ideas were adopted are 4× more likely to volunteer for committees within 6 months. Drives Board Succession.
Detractor recovery
Detractors whose suggestions are taken seriously (even when declined) recover to passive or promoter ~60% of the time. Compounds owner satisfaction.
Wiki contribution
Adopted suggestions become Wiki entries · institutional knowledge of "we tried this and it worked." Helpful at year-end retrospective.
Brand differentiation
Most management firms have nothing like this. Prospective boards considering CMG ask: "How does our voice get heard?" The pipeline is the answer.
Replaces
The owner who emails a suggestion and never hears back. The board's "we'll consider it" non-decision. The good idea that loses momentum because nobody owns it. The frustrated owner who eventually puts the unit on Zillow.
Tied to
Sentiment dashboard · NPS · Touchpoints · Agenda Builder · Board succession · Wiki · Owner portal · Detractor playbook.
