Continuous owner-feedback loop: post-event surveys (work order close, ARC decision, board meeting), per-manager satisfaction, annual board scorecard. Detractor follow-up auto-routed to manager + supervisor.
| Association | NPS (30d) | Δ vs prior | Responses | Top driver up | Top driver down |
|---|---|---|---|---|---|
| Plaza Tower | +58 | +11 | 72 | Front-desk responsiveness | Parking enforcement perception |
| Tallahassee Center | +42 | +4 | 48 | Manager response time | Hallway carpet cleanliness |
| Centerville | +51 | +2 | 34 | Lawn care quality | Slow ARC decisions |
| The Lakes | +62 | +8 | 32 | Pool maintenance | Pet station refills |
| Camellia Oaks | +24 | −6 | 14 | — | FAQs out of date · transparency |
| The Timbers | +44 | +3 | 18 | Pet-station map clarity | Combined-weight enforcement (pending VRC) |
"How likely are you to recommend CAM after this work order?" + open-text. Sent to the owner who submitted the request. ~62 sent / week, ~58% response rate.
"How was the ARC review experience?" Sent to owner regardless of approve/deny. Catches frustration with denials before it becomes a board complaint.
"Did you attend?" "Was the meeting useful?" + open-text. Sent to all owners. Used to refine agenda + meeting cadence.
Once welcome packet is signed, a 3-question survey: clarity of instructions, time to complete, anything missing. Feeds back into welcome-packet improvements.
Anonymous 5-question rating of the assigned manager. Sent each quarter. Used in Tizi's leadership review of manager performance.
Year-end survey to BOD members across all 18 associations. Used to identify retention risk + opportunities to deepen the relationship.
Manager + supervisor get an SMS with the score, the open-text quote, and the underlying record (which work order, which ARC decision, etc).
Manager calls the owner within 48h to acknowledge, listen, and document. Most detractor scores trace back to one specific frustration that's solvable.
If multiple detractors mention the same theme (e.g. "ARC decisions feel arbitrary"), Tizi reviews and we add a process improvement.
Once a fix is made, the detractor is re-surveyed in 30 days. Score lift goes back into the dashboard. Most detractors → passives or promoters within 60 days.
