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?