MSNW - Service Evaluations

Please let us know how we are doing...

Management Solutions, NW has been growing. We've expanded our team, changed software and shifted some of the portfolio's around. We know these changes are often felt by our Homeowners and Community Leaders.

Please complete our survey regarding your experience with our company and the management team assigned to your community.

*YOUR RESPONSES WILL REMAIN ANONYMOUS UNLESS YOU CHOOSE TO DISCLOSE YOUR IDENTITY. Results will be shared with our staff so that our team can work collaboratively towards improvement.

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* 1. Name of your Community Association?

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* 2. Who is your current Community Manager:

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* 3. How long have you been serving on the Board of Directors?

1-6 months

6 months - 1 year

1 - 2 years

2-3 years

Over 3 years

Throughout this survey, please select your responses with "5" being the highest rating and "1" being the lowest. If you don't have an opinion or experience with a specific aspect, please mark the "N/A" box.

5 = Always -or- Exceptional
4 = Often -or- Great
3 = Sometimes -or- Average
2 = Seldom -or- Needs Improvement
1 = Never -or- Lacking

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* 4. PROFESSIONALISM & EXPERTISE OF MANAGER

	5 (Always / Exceptional)	4 (Often / Great)	3 (Sometimes / Average)	2 (Seldom / Needs Improvement)	1 (Never / Lacking)	N/A
Responds within 24 hours (1 business day)	Responds within 24 hours (1 business day) 5 (Always / Exceptional)	Responds within 24 hours (1 business day) 4 (Often / Great)	Responds within 24 hours (1 business day) 3 (Sometimes / Average)	Responds within 24 hours (1 business day) 2 (Seldom / Needs Improvement)	Responds within 24 hours (1 business day) 1 (Never / Lacking)	Responds within 24 hours (1 business day) N/A
Overall quality of written communication	Overall quality of written communication 5 (Always / Exceptional)	Overall quality of written communication 4 (Often / Great)	Overall quality of written communication 3 (Sometimes / Average)	Overall quality of written communication 2 (Seldom / Needs Improvement)	Overall quality of written communication 1 (Never / Lacking)	Overall quality of written communication N/A
Overall quality of verbal communication	Overall quality of verbal communication 5 (Always / Exceptional)	Overall quality of verbal communication 4 (Often / Great)	Overall quality of verbal communication 3 (Sometimes / Average)	Overall quality of verbal communication 2 (Seldom / Needs Improvement)	Overall quality of verbal communication 1 (Never / Lacking)	Overall quality of verbal communication N/A
Rapport with the Board Members	Rapport with the Board Members 5 (Always / Exceptional)	Rapport with the Board Members 4 (Often / Great)	Rapport with the Board Members 3 (Sometimes / Average)	Rapport with the Board Members 2 (Seldom / Needs Improvement)	Rapport with the Board Members 1 (Never / Lacking)	Rapport with the Board Members N/A
Rapport with Owners & Residents	Rapport with Owners & Residents 5 (Always / Exceptional)	Rapport with Owners & Residents 4 (Often / Great)	Rapport with Owners & Residents 3 (Sometimes / Average)	Rapport with Owners & Residents 2 (Seldom / Needs Improvement)	Rapport with Owners & Residents 1 (Never / Lacking)	Rapport with Owners & Residents N/A
Proactively addresses issues	Proactively addresses issues 5 (Always / Exceptional)	Proactively addresses issues 4 (Often / Great)	Proactively addresses issues 3 (Sometimes / Average)	Proactively addresses issues 2 (Seldom / Needs Improvement)	Proactively addresses issues 1 (Never / Lacking)	Proactively addresses issues N/A
Offers solutions to problems	Offers solutions to problems 5 (Always / Exceptional)	Offers solutions to problems 4 (Often / Great)	Offers solutions to problems 3 (Sometimes / Average)	Offers solutions to problems 2 (Seldom / Needs Improvement)	Offers solutions to problems 1 (Never / Lacking)	Offers solutions to problems N/A
Finds answers & resources when needed	Finds answers & resources when needed 5 (Always / Exceptional)	Finds answers & resources when needed 4 (Often / Great)	Finds answers & resources when needed 3 (Sometimes / Average)	Finds answers & resources when needed 2 (Seldom / Needs Improvement)	Finds answers & resources when needed 1 (Never / Lacking)	Finds answers & resources when needed N/A
Understanding of our community restrictions and authorities	Understanding of our community restrictions and authorities 5 (Always / Exceptional)	Understanding of our community restrictions and authorities 4 (Often / Great)	Understanding of our community restrictions and authorities 3 (Sometimes / Average)	Understanding of our community restrictions and authorities 2 (Seldom / Needs Improvement)	Understanding of our community restrictions and authorities 1 (Never / Lacking)	Understanding of our community restrictions and authorities N/A
Offers recommendations	Offers recommendations 5 (Always / Exceptional)	Offers recommendations 4 (Often / Great)	Offers recommendations 3 (Sometimes / Average)	Offers recommendations 2 (Seldom / Needs Improvement)	Offers recommendations 1 (Never / Lacking)	Offers recommendations N/A
Represents the association and community well	Represents the association and community well 5 (Always / Exceptional)	Represents the association and community well 4 (Often / Great)	Represents the association and community well 3 (Sometimes / Average)	Represents the association and community well 2 (Seldom / Needs Improvement)	Represents the association and community well 1 (Never / Lacking)	Represents the association and community well N/A
Displays confidence	Displays confidence 5 (Always / Exceptional)	Displays confidence 4 (Often / Great)	Displays confidence 3 (Sometimes / Average)	Displays confidence 2 (Seldom / Needs Improvement)	Displays confidence 1 (Never / Lacking)	Displays confidence N/A
Handles difficult situations or people well	Handles difficult situations or people well 5 (Always / Exceptional)	Handles difficult situations or people well 4 (Often / Great)	Handles difficult situations or people well 3 (Sometimes / Average)	Handles difficult situations or people well 2 (Seldom / Needs Improvement)	Handles difficult situations or people well 1 (Never / Lacking)	Handles difficult situations or people well N/A
Vendor Oversight	Vendor Oversight 5 (Always / Exceptional)	Vendor Oversight 4 (Often / Great)	Vendor Oversight 3 (Sometimes / Average)	Vendor Oversight 2 (Seldom / Needs Improvement)	Vendor Oversight 1 (Never / Lacking)	Vendor Oversight N/A
Attention to common areas & risk assessment	Attention to common areas & risk assessment 5 (Always / Exceptional)	Attention to common areas & risk assessment 4 (Often / Great)	Attention to common areas & risk assessment 3 (Sometimes / Average)	Attention to common areas & risk assessment 2 (Seldom / Needs Improvement)	Attention to common areas & risk assessment 1 (Never / Lacking)	Attention to common areas & risk assessment N/A

Comments? Questions? Requests? Suggestions?

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* 5. MEETINGS WITH YOUR MANAGER

	5 (Always / Exceptional)	4 (Often / Great)	3 (Sometimes / Average)	2 (Seldom / Needs Improvement)	1 (Never / Lacking)	N/A
Manager is on time for meetings	Manager is on time for meetings 5 (Always / Exceptional)	Manager is on time for meetings 4 (Often / Great)	Manager is on time for meetings 3 (Sometimes / Average)	Manager is on time for meetings 2 (Seldom / Needs Improvement)	Manager is on time for meetings 1 (Never / Lacking)	Manager is on time for meetings N/A
She comes well prepared	She comes well prepared 5 (Always / Exceptional)	She comes well prepared 4 (Often / Great)	She comes well prepared 3 (Sometimes / Average)	She comes well prepared 2 (Seldom / Needs Improvement)	She comes well prepared 1 (Never / Lacking)	She comes well prepared N/A
Board Packets are provided	Board Packets are provided 5 (Always / Exceptional)	Board Packets are provided 4 (Often / Great)	Board Packets are provided 3 (Sometimes / Average)	Board Packets are provided 2 (Seldom / Needs Improvement)	Board Packets are provided 1 (Never / Lacking)	Board Packets are provided N/A
Quality & clarity of materials presented	Quality & clarity of materials presented 5 (Always / Exceptional)	Quality & clarity of materials presented 4 (Often / Great)	Quality & clarity of materials presented 3 (Sometimes / Average)	Quality & clarity of materials presented 2 (Seldom / Needs Improvement)	Quality & clarity of materials presented 1 (Never / Lacking)	Quality & clarity of materials presented N/A
Provides adequate information needed for Board to make decisions	Provides adequate information needed for Board to make decisions 5 (Always / Exceptional)	Provides adequate information needed for Board to make decisions 4 (Often / Great)	Provides adequate information needed for Board to make decisions 3 (Sometimes / Average)	Provides adequate information needed for Board to make decisions 2 (Seldom / Needs Improvement)	Provides adequate information needed for Board to make decisions 1 (Never / Lacking)	Provides adequate information needed for Board to make decisions N/A
Participation during meetings	Participation during meetings 5 (Always / Exceptional)	Participation during meetings 4 (Often / Great)	Participation during meetings 3 (Sometimes / Average)	Participation during meetings 2 (Seldom / Needs Improvement)	Participation during meetings 1 (Never / Lacking)	Participation during meetings N/A
Knowledgeable and provides guidance to Board	Knowledgeable and provides guidance to Board 5 (Always / Exceptional)	Knowledgeable and provides guidance to Board 4 (Often / Great)	Knowledgeable and provides guidance to Board 3 (Sometimes / Average)	Knowledgeable and provides guidance to Board 2 (Seldom / Needs Improvement)	Knowledgeable and provides guidance to Board 1 (Never / Lacking)	Knowledgeable and provides guidance to Board N/A
Helps Board to stay on Agenda	Helps Board to stay on Agenda 5 (Always / Exceptional)	Helps Board to stay on Agenda 4 (Often / Great)	Helps Board to stay on Agenda 3 (Sometimes / Average)	Helps Board to stay on Agenda 2 (Seldom / Needs Improvement)	Helps Board to stay on Agenda 1 (Never / Lacking)	Helps Board to stay on Agenda N/A
Tries to identify Board priorities and remind us of them	Tries to identify Board priorities and remind us of them 5 (Always / Exceptional)	Tries to identify Board priorities and remind us of them 4 (Often / Great)	Tries to identify Board priorities and remind us of them 3 (Sometimes / Average)	Tries to identify Board priorities and remind us of them 2 (Seldom / Needs Improvement)	Tries to identify Board priorities and remind us of them 1 (Never / Lacking)	Tries to identify Board priorities and remind us of them N/A
Follow up after meetings	Follow up after meetings 5 (Always / Exceptional)	Follow up after meetings 4 (Often / Great)	Follow up after meetings 3 (Sometimes / Average)	Follow up after meetings 2 (Seldom / Needs Improvement)	Follow up after meetings 1 (Never / Lacking)	Follow up after meetings N/A

Comments? Questions? Requests? Suggestions?

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* 6. ARE YOU RECEIVING...

	5 - Always	4 - Most of the time	3 - Sometimes	2 - Seldom	1 - Never	N/A
Monthly Financial Reports by the 20th of each month?	Monthly Financial Reports by the 20th of each month? 5 - Always	Monthly Financial Reports by the 20th of each month? 4 - Most of the time	Monthly Financial Reports by the 20th of each month? 3 - Sometimes	Monthly Financial Reports by the 20th of each month? 2 - Seldom	Monthly Financial Reports by the 20th of each month? 1 - Never	Monthly Financial Reports by the 20th of each month? N/A
A monthly Management Report - Administrative & Operational activities	A monthly Management Report - Administrative & Operational activities 5 - Always	A monthly Management Report - Administrative & Operational activities 4 - Most of the time	A monthly Management Report - Administrative & Operational activities 3 - Sometimes	A monthly Management Report - Administrative & Operational activities 2 - Seldom	A monthly Management Report - Administrative & Operational activities 1 - Never	A monthly Management Report - Administrative & Operational activities N/A
Agendas and supporting documents in advance of a Board Meeting?	Agendas and supporting documents in advance of a Board Meeting? 5 - Always	Agendas and supporting documents in advance of a Board Meeting? 4 - Most of the time	Agendas and supporting documents in advance of a Board Meeting? 3 - Sometimes	Agendas and supporting documents in advance of a Board Meeting? 2 - Seldom	Agendas and supporting documents in advance of a Board Meeting? 1 - Never	Agendas and supporting documents in advance of a Board Meeting? N/A
Collection updates and recommendations?	Collection updates and recommendations? 5 - Always	Collection updates and recommendations? 4 - Most of the time	Collection updates and recommendations? 3 - Sometimes	Collection updates and recommendations? 2 - Seldom	Collection updates and recommendations? 1 - Never	Collection updates and recommendations? N/A
Violation Log or report on Compliance Activities?	Violation Log or report on Compliance Activities? 5 - Always	Violation Log or report on Compliance Activities? 4 - Most of the time	Violation Log or report on Compliance Activities? 3 - Sometimes	Violation Log or report on Compliance Activities? 2 - Seldom	Violation Log or report on Compliance Activities? 1 - Never	Violation Log or report on Compliance Activities? N/A
ACC Requests from Owners promptly for review?	ACC Requests from Owners promptly for review? 5 - Always	ACC Requests from Owners promptly for review? 4 - Most of the time	ACC Requests from Owners promptly for review? 3 - Sometimes	ACC Requests from Owners promptly for review? 2 - Seldom	ACC Requests from Owners promptly for review? 1 - Never	ACC Requests from Owners promptly for review? N/A
Emails in between meetings at acceptable levels (Not too many or too few)	Emails in between meetings at acceptable levels (Not too many or too few) 5 - Always	Emails in between meetings at acceptable levels (Not too many or too few) 4 - Most of the time	Emails in between meetings at acceptable levels (Not too many or too few) 3 - Sometimes	Emails in between meetings at acceptable levels (Not too many or too few) 2 - Seldom	Emails in between meetings at acceptable levels (Not too many or too few) 1 - Never	Emails in between meetings at acceptable levels (Not too many or too few) N/A

Comments? Questions? Requests? Suggestions?

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* 7. FINANCIAL & COLLECTIONS

	5	4	3	2	1
Accuracy of financial reports	Accuracy of financial reports 5	Accuracy of financial reports 4	Accuracy of financial reports 3	Accuracy of financial reports 2	Accuracy of financial reports 1
Financial Reports are easy to read and understand	Financial Reports are easy to read and understand 5	Financial Reports are easy to read and understand 4	Financial Reports are easy to read and understand 3	Financial Reports are easy to read and understand 2	Financial Reports are easy to read and understand 1
Financial highlights and explanations in Management Reports	Financial highlights and explanations in Management Reports 5	Financial highlights and explanations in Management Reports 4	Financial highlights and explanations in Management Reports 3	Financial highlights and explanations in Management Reports 2	Financial highlights and explanations in Management Reports 1
Results of our collection efforts	Results of our collection efforts 5	Results of our collection efforts 4	Results of our collection efforts 3	Results of our collection efforts 2	Results of our collection efforts 1
Presentation of collection status and decisions needed	Presentation of collection status and decisions needed 5	Presentation of collection status and decisions needed 4	Presentation of collection status and decisions needed 3	Presentation of collection status and decisions needed 2	Presentation of collection status and decisions needed 1
Presentation of collection options and expenses	Presentation of collection options and expenses 5	Presentation of collection options and expenses 4	Presentation of collection options and expenses 3	Presentation of collection options and expenses 2	Presentation of collection options and expenses 1
Explanation of collection accounts	Explanation of collection accounts 5	Explanation of collection accounts 4	Explanation of collection accounts 3	Explanation of collection accounts 2	Explanation of collection accounts 1
Responses to financial questions	Responses to financial questions 5	Responses to financial questions 4	Responses to financial questions 3	Responses to financial questions 2	Responses to financial questions 1

Is there anything you would like us to add to our monthly financial reports?

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* 8. OVERALL - Management Solutions, NW as a Company

	5 (Exceptional)	4 (Great)	3 (Average)	2 (Needs Improvement)	1 (Lacking)	N/A
Your community's perception of Management Solutions, NW	Your community's perception of Management Solutions, NW 5 (Exceptional)	Your community's perception of Management Solutions, NW 4 (Great)	Your community's perception of Management Solutions, NW 3 (Average)	Your community's perception of Management Solutions, NW 2 (Needs Improvement)	Your community's perception of Management Solutions, NW 1 (Lacking)	Your community's perception of Management Solutions, NW N/A
Your confidence in your Community Manager	Your confidence in your Community Manager 5 (Exceptional)	Your confidence in your Community Manager 4 (Great)	Your confidence in your Community Manager 3 (Average)	Your confidence in your Community Manager 2 (Needs Improvement)	Your confidence in your Community Manager 1 (Lacking)	Your confidence in your Community Manager N/A
Your ability to reach us when you need to	Your ability to reach us when you need to 5 (Exceptional)	Your ability to reach us when you need to 4 (Great)	Your ability to reach us when you need to 3 (Average)	Your ability to reach us when you need to 2 (Needs Improvement)	Your ability to reach us when you need to 1 (Lacking)	Your ability to reach us when you need to N/A
Our responsiveness to your requests, questions or concerns	Our responsiveness to your requests, questions or concerns 5 (Exceptional)	Our responsiveness to your requests, questions or concerns 4 (Great)	Our responsiveness to your requests, questions or concerns 3 (Average)	Our responsiveness to your requests, questions or concerns 2 (Needs Improvement)	Our responsiveness to your requests, questions or concerns 1 (Lacking)	Our responsiveness to your requests, questions or concerns N/A
How we handle collections	How we handle collections 5 (Exceptional)	How we handle collections 4 (Great)	How we handle collections 3 (Average)	How we handle collections 2 (Needs Improvement)	How we handle collections 1 (Lacking)	How we handle collections N/A
How we handle compliance	How we handle compliance 5 (Exceptional)	How we handle compliance 4 (Great)	How we handle compliance 3 (Average)	How we handle compliance 2 (Needs Improvement)	How we handle compliance 1 (Lacking)	How we handle compliance N/A
How we handle ACC Requests	How we handle ACC Requests 5 (Exceptional)	How we handle ACC Requests 4 (Great)	How we handle ACC Requests 3 (Average)	How we handle ACC Requests 2 (Needs Improvement)	How we handle ACC Requests 1 (Lacking)	How we handle ACC Requests N/A
Our Website www.ManagementSolutionsNW.com	Our Website www.ManagementSolutionsNW.com 5 (Exceptional)	Our Website www.ManagementSolutionsNW.com 4 (Great)	Our Website www.ManagementSolutionsNW.com 3 (Average)	Our Website www.ManagementSolutionsNW.com 2 (Needs Improvement)	Our Website www.ManagementSolutionsNW.com 1 (Lacking)	Our Website www.ManagementSolutionsNW.com N/A
The website portal for Boards & Owner Access	The website portal for Boards & Owner Access 5 (Exceptional)	The website portal for Boards & Owner Access 4 (Great)	The website portal for Boards & Owner Access 3 (Average)	The website portal for Boards & Owner Access 2 (Needs Improvement)	The website portal for Boards & Owner Access 1 (Lacking)	The website portal for Boards & Owner Access N/A
The value of the information we provide in our reports to the Board	The value of the information we provide in our reports to the Board 5 (Exceptional)	The value of the information we provide in our reports to the Board 4 (Great)	The value of the information we provide in our reports to the Board 3 (Average)	The value of the information we provide in our reports to the Board 2 (Needs Improvement)	The value of the information we provide in our reports to the Board 1 (Lacking)	The value of the information we provide in our reports to the Board N/A
The quality & clarity of our meeting notices	The quality & clarity of our meeting notices 5 (Exceptional)	The quality & clarity of our meeting notices 4 (Great)	The quality & clarity of our meeting notices 3 (Average)	The quality & clarity of our meeting notices 2 (Needs Improvement)	The quality & clarity of our meeting notices 1 (Lacking)	The quality & clarity of our meeting notices N/A
The value of the surveys that we provide	The value of the surveys that we provide 5 (Exceptional)	The value of the surveys that we provide 4 (Great)	The value of the surveys that we provide 3 (Average)	The value of the surveys that we provide 2 (Needs Improvement)	The value of the surveys that we provide 1 (Lacking)	The value of the surveys that we provide N/A

Comments? Questions? Requests? Suggestions?

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* 9. Please let us know what we are doing well:

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* 10. Would you recommend Management Solutions, NW to other community associations?

Yes

Will you please share why?

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* 11. Would you like to be contacted by Nancy Easley, the Owner of Management Solutions, NW to discuss any of your responses or how we can better serve your community?

Yes, please

No, thank you

Name & Contact Information if you want to be contacted and/or are willing to disclose this information. Thank you.