Feedback Packing – Customer’s Opinions Promote Change

Measuring Customer Satisfaction is Critical

Once a year we send out a simple survey to our property management clients – asking board members how they would rate various services we offer on a scale of 1 – 10 – ten being the highest score and our goal.  We started doing this in 2010.

We use the methodology developed by Fred Reichheld on his measurement called the Net Promotor Score used by world class companies like Intuit, Enterprise Rental Car and USAA Federal Savings Bank.

We take the feedback and use it to make adjustments, investments and training to improve each year and it is working.

Over the last 3 years the areas of Accounting, Property Management, Maintenance & Responsiveness have improved each year.  And are all scoring in the mid to high 8’s out of 10.

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