Every planned interaction across the owner lifecycle — welcome, 30-day, 90-day, mid-year, annual NPS, plus event-driven touches (work order close, ARC decision, meeting). Goal: catch friction before it becomes a board complaint.
Closing recorded → portal account auto-created · Welcome packet mailed via Page-per-Page · Manager call scheduled within 5 days · Move-in coordinator opens loading dock booking.
2-question SMS: was loading dock booking smooth? did you receive your fobs? Auto-routes friction to manager same day. Promoters get an "introduce yourself to the board" hook.
5-question email survey: portal use, amenity awareness, contact familiarity, rule clarity, NPS Q. Detractor (<7) escalates manager call within 48h.
NPS + open-text "what would you change?" + ask if owner wants to join welcome / landscape / ARC committee. Pipes recommended candidates into board succession.
Per-association email from named manager with project status, financial snapshot, and a single survey question. Manager personalizes intro; system fills the body.
2-section survey: rate the management team and rate the board (anonymous to board, attributable to manager). Drives the leadership scorecard + manager quarterly review.
5-min after-close SMS · 1 question · 1-5 stars · 4-5 routes nowhere · 1-3 escalates to manager + supervisor.
2-question email after approval/denial: was the timeline reasonable? was the reasoning clear? Helps tune ARC committee.
Board meeting replay completes → optional 2-question pulse on whether it was clear. Drives meeting-format improvements.
Owner clicks "I've read the rules" → 1-question pulse on whether anything was unclear. Feeds FAQ knowledge base.
10 questions sent the week after deposit refund. Frank feedback minus the "I still live here" filter.
Did we deliver in the statutory window? Was the file usable? Cuts §718.111(12) complaint risk before it reaches DBPR.
Detractor (<7) flagged → SMS within 5 min to assigned manager + supervisor cc. Manager has 24h to log a callback. SLA tracked.
"What would have made this a 9 or 10?" answer routed to AI categorizer → tags root cause (vendor, comms, billing, rules, amenity). Trend dashboard for board.
After manager fix, owner gets a 1-question follow-up: did we make it right? Score recovers in ~70% of cases. Stuck cases route to ops director.
The annual "owner satisfaction memo" that nobody trusts. Detractor problems festering until they show up at open forum. Boards with no idea whether their manager is loved or tolerated.
NPS · Notifications (per-user prefs & quiet hours) · AI Triage · Board Succession · Manager Report.
