Monday February 02, 2026
Serving as a board member of a homeowner’s association or high-rise building is a demanding volunteer role. Board members are entrusted by their neighbors to make decisions that shape the quality of life, financial health, and future of their communities. In this context, the property management company you choose is not just a vendor. I is a strategic partner whose effectiveness directly impacts your ability to serve residents and board members.
While top companies in other industries dedicate significant resources to gathering client feedback and using it to improve their operations, most property management companies fall short in this area. As a board member, it’s essential to consider not just whether feedback is collected, but how it is applied to enhance service to your community. That’s why it’s critical for boards to select a management company with a systematic process for collecting and analyzing board member feedback. When a company like FirstService Residential implements robust feedback systems, such as the Net Promoter System®, it demonstrates a commitment to listening to board members, understanding their unique challenges, and continuously refining services to meet evolving needs.
Why should board members care?
- Continuous improvement: Real board feedback is used to identify service gaps, refine processes, and drive investments in areas that matter most, such as technology, communication tools, and staff training.
- Strategic investment: When feedback reveals a need for better digital platforms, more responsive community managers, or enhanced financial reporting, a data-driven company can justify and prioritize those investments.
- Transparency: Regular, structured feedback loops mean you know how your input is being used, and you can track improvements over time.
- Empowerment: Board members gain confidence that their concerns and suggestions will lead to real change, making it easier to fulfill their fiduciary duties and serve residents effectively.
“The primary purpose of a business should be to enrich the lives of its customers. When customers feel this love, they come back for more and bring their friends, generating good profits.”
For board members, this means partnering with a management company that is genuinely invested in enriching the lives of residents by listening, learning, and acting on your feedback.
Understanding Net Promoter Score (NPS)
Net Promoter Score (NPS) is a simple yet powerful tool for measuring loyalty and satisfaction. Developed by Fred Reichheld of Bain & Company, NPS asks one fundamental question: “How likely are you to recommend our company to a friend or colleague?” Responses are scored from 0 to 10, categorizing respondents as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and +100.NPS is used by leading organizations worldwide because it provides a clear, actionable metric that can be tracked over time and benchmarked across industries. For property management, it offers a direct line to board members’ and residents’ experiences, priorities, and pain points.
How FirstService Residential uses board feedback to drive improvement
Listening at scale
FirstService Residential’s board feedback program is built on the Net Promoter System. Each year, board members and residents across thousands of communities are invited to participate in surveys administered via email and phone. The process is designed to maximize participation and ensure that every voice is heard, regardless of property type or location.- Board survey: Board members are surveyed every 12-15 months, with follow-ups via email and phone to ensure high response rates.
- Resident survey: Residents are asked about their experiences with customer care and community management.
- Real-time analytics: Responses are tracked in the Qualtrics platform, allowing managers and executives to monitor trends and take immediate action.
Closing the feedback loop
Feedback is only valuable if it leads to action. FirstService Residential has established clear protocols for following up on survey responses:- Promoters: Their positive feedback is celebrated and shared with teams.
- Passives: These board members are seen as opportunities for more detailed feedback; managers reach out to understand how their experience can be improved.
- Detractors: Immediate follow-up is conducted to address concerns, resolve issues, and rebuild trust.
“They are great problem solvers, very perceptive of working with HOAs. Our building has improved, it has been noticeable. They are just doing a very good job.”— P.K., Board Member, Myrtle Beach, SC (HOA, Single Family)
“As a council member, I have had a good relationship with our strata manager, Steven Loo. He is very busy but has been responsive to inquiries from council members.”— J.W., Board Member, Surrey, BC (Condo, Townhomes)
“They have been good to work with. They seem knowledgeable. They seem willing to help not only residents but the board.”— H.K., Board Member, Peoria, AZ (HOA, Single Family)
The impact: Continuous improvement for boards and residents
By leveraging NPS feedback, FirstService Residential has:- Enhanced training for community managers
- Invested in digital tools and technology
- Improved communication channels for boards and residents
- Benchmarked performance against industry leaders