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Homeowner Satisfaction & Loyalty Research
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The challenges facing vacation rental management companies are typically greater
than those facing the managers of traditional hotels. This is because condominium
management companies have to serve two masters, satisfying not only their guests,
but also their homeowners.
As with our other research, Homeowner research is conducted using a sophisticated
online survey and an online Management Reporting System. The surveys are customized
to address all-important operational, marketing and Board of Director issues. Key
features include the following:
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| - Utilizes a sophisticated survey design with branching and "if-then" probing
- Collects more in-depth feedback and feedback from more homeowners, many of who
are typically silent
- Measures satisfaction and loyalty using Net Promoter scoring, which is significantly
more sensitive than other scoring methodologies
- All quantitative and qualitative feedback can be filtered by geographic area, property
manager, length of time with the management company, etc.
- Provides easy access to the performance ratings, marketing information and guest
comments in a state-of-the-art, online Management Reporting System ("M.R.S.")
- Provides an early warning system to identify "at-risk" homeowners
- Provides the diagnostic information to address specific areas needing improvement
- Includes optional "Satisfaction Drivers Analyses" to identify the key drivers or
determinants of overall satisfaction and loyalty, as well as with the different
components of the homeowner experience. Increasing the ratings for these key Drivers
will generate the largest gains in overall satisfaction and loyalty.
- Includes complimentary consultative support to maximize the value of the feedback
to the property
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