Sa - tis - fact - ion

When is the last time your association conducted a satisfaction survey of your owners and residents?

You will find a number of helpful example questions below, but before you jump to writing questions, take a few minutes to consider your objectives and review some best practices before formalizing your product for dissemination:


  • WHAT is the purpose of the survey?

  • If any questions relate to specific outcomes, does your Board expect to take action with respect to the majority opinion?

  • WHO is the intended audience? Consider: 1) respondents (owners, tenants, or both) and 2) persons who view results

  • WHAT tool will be used to administer the survey? Google Forms, MS Forms, SurveyMonkey, built-in CIC portal survey tool, etc.

  • HOW will the survey be disseminated? Physical mail, flyers with QR codes, email, push notifications, etc.

  • HOW long will respondents have to complete the survey? One week, two weeks, four weeks, etc.

  • WHO will compile survey results? A committee member, a Board member, your CAM, a staff member, etc.

  • HOW long will it take to compile results and how will those results be disseminated?

  • Are all questions and multiple-choice answers constructed objectively?

  • Do any questions or multiple-choice answers imply a bias?

  • Do any questions collect personally identifiable information? If so:

    • who will have access to the personally identifiable information?

    • how will that information be handled to ensure the privacy of the respondents?

EXAMPLE Owner and Resident Satisfaction Survey Questions
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