2010 Client Survey

1. Quality Control Assurance

Thank you for the privilege of serving your Association. We want to continually improve our service to you. One way that you can assist us is to provide us feedback on how we are doing. The following survey will take you approximately 5 minutes to complete. Thank you in advance for your cooperation. Your responses will be kept completely confidential.

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* 1. Which Association are you responding from:

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* 2. Please evaluate the extent to which your Property Manager is:

	Strongly Agree	Agree	Disagree	Strongly Disagree
Professional	Professional Strongly Agree	Professional Agree	Professional Disagree	Professional Strongly Disagree
Knowledgeable	Knowledgeable Strongly Agree	Knowledgeable Agree	Knowledgeable Disagree	Knowledgeable Strongly Disagree
Organized	Organized Strongly Agree	Organized Agree	Organized Disagree	Organized Strongly Disagree
Pro-active	Pro-active Strongly Agree	Pro-active Agree	Pro-active Disagree	Pro-active Strongly Disagree
Responsive to Directors	Responsive to Directors Strongly Agree	Responsive to Directors Agree	Responsive to Directors Disagree	Responsive to Directors Strongly Disagree
Responsive to Homeowners	Responsive to Homeowners Strongly Agree	Responsive to Homeowners Agree	Responsive to Homeowners Disagree	Responsive to Homeowners Strongly Disagree
Courteous	Courteous Strongly Agree	Courteous Agree	Courteous Disagree	Courteous Strongly Disagree
Good communicator	Good communicator Strongly Agree	Good communicator Agree	Good communicator Disagree	Good communicator Strongly Disagree
Dependable	Dependable Strongly Agree	Dependable Agree	Dependable Disagree	Dependable Strongly Disagree

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* 3. Do you receive an e-mail from your Property Manager every Friday detailing activity for the week?

Yes

Sometimes

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* 4. Do you find the e-mail update to be useful?

Yes

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* 5. Why/Why not?

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* 6. When you call Castle, do you call:

Your Property Manager directly

Castle's Resident Services Department

Your Community's On-site Office

Castle's Home Office

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* 7. In your dealings with Castle's Home Office and On-site Resident Services Specialists, have you found them to be:

	Strongly Agree	Agree	Disagree	Strongly Disagree
Prompt	Prompt Strongly Agree	Prompt Agree	Prompt Disagree	Prompt Strongly Disagree
Courteous	Courteous Strongly Agree	Courteous Agree	Courteous Disagree	Courteous Strongly Disagree
Helpful	Helpful Strongly Agree	Helpful Agree	Helpful Disagree	Helpful Strongly Disagree
Good at follow-up	Good at follow-up Strongly Agree	Good at follow-up Agree	Good at follow-up Disagree	Good at follow-up Strongly Disagree
Knowledgeable	Knowledgeable Strongly Agree	Knowledgeable Agree	Knowledgeable Disagree	Knowledgeable Strongly Disagree
Able to resolve concern in one call	Able to resolve concern in one call Strongly Agree	Able to resolve concern in one call Agree	Able to resolve concern in one call Disagree	Able to resolve concern in one call Strongly Disagree
Articulate	Articulate Strongly Agree	Articulate Agree	Articulate Disagree	Articulate Strongly Disagree
Available when you need them	Available when you need them Strongly Agree	Available when you need them Agree	Available when you need them Disagree	Available when you need them Strongly Disagree

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* 8. Castle's Maintenance and Janitorial Staff at your Association are:

	Strongly Agree	Agree	Disagree	Strongly Disagree
Professionally attired	Professionally attired Strongly Agree	Professionally attired Agree	Professionally attired Disagree	Professionally attired Strongly Disagree
Courteous	Courteous Strongly Agree	Courteous Agree	Courteous Disagree	Courteous Strongly Disagree
Knowledgeable	Knowledgeable Strongly Agree	Knowledgeable Agree	Knowledgeable Disagree	Knowledgeable Strongly Disagree
Accomplishing tasks in a timely manner	Accomplishing tasks in a timely manner Strongly Agree	Accomplishing tasks in a timely manner Agree	Accomplishing tasks in a timely manner Disagree	Accomplishing tasks in a timely manner Strongly Disagree
Dependable	Dependable Strongly Agree	Dependable Agree	Dependable Disagree	Dependable Strongly Disagree
Safety conscious	Safety conscious Strongly Agree	Safety conscious Agree	Safety conscious Disagree	Safety conscious Strongly Disagree

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* 9. Please evaluate Castle's Accounting services in the following areas:

	Strongly Agree	Agree	Disagree	Strongly Disagree
Financial statements are accurate	Financial statements are accurate Strongly Agree	Financial statements are accurate Agree	Financial statements are accurate Disagree	Financial statements are accurate Strongly Disagree
Financial statements are timely	Financial statements are timely Strongly Agree	Financial statements are timely Agree	Financial statements are timely Disagree	Financial statements are timely Strongly Disagree
Maintenance fees are processed accurately and timely	Maintenance fees are processed accurately and timely Strongly Agree	Maintenance fees are processed accurately and timely Agree	Maintenance fees are processed accurately and timely Disagree	Maintenance fees are processed accurately and timely Strongly Disagree
The Association's budget is prepared thoroughly and timely	The Association's budget is prepared thoroughly and timely Strongly Agree	The Association's budget is prepared thoroughly and timely Agree	The Association's budget is prepared thoroughly and timely Disagree	The Association's budget is prepared thoroughly and timely Strongly Disagree
Invoices are paid on a timely basis	Invoices are paid on a timely basis Strongly Agree	Invoices are paid on a timely basis Agree	Invoices are paid on a timely basis Disagree	Invoices are paid on a timely basis Strongly Disagree

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* 10. Castle is doing a good job handling our Associations financial affairs.

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 11. Are you or your Association's Treasurer utilizing Castle's password controlled access to your Associations records on our JENARK online program?

Yes

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* 12. Please evaluate Castle's Administration services in the following areas:

	Strongly Agree	Agree	Disagree	Strongly Disagree
Meeting notices are well prepared	Meeting notices are well prepared Strongly Agree	Meeting notices are well prepared Agree	Meeting notices are well prepared Disagree	Meeting notices are well prepared Strongly Disagree
Membership meetings are well run	Membership meetings are well run Strongly Agree	Membership meetings are well run Agree	Membership meetings are well run Disagree	Membership meetings are well run Strongly Disagree
Updates are emailed to me weekly	Updates are emailed to me weekly Strongly Agree	Updates are emailed to me weekly Agree	Updates are emailed to me weekly Disagree	Updates are emailed to me weekly Strongly Disagree
Management Reports are timely and useful	Management Reports are timely and useful Strongly Agree	Management Reports are timely and useful Agree	Management Reports are timely and useful Disagree	Management Reports are timely and useful Strongly Disagree
Castle's website, www.castlegroup.com, is useful	Castle's website, www.castlegroup.com, is useful Strongly Agree	Castle's website, www.castlegroup.com, is useful Agree	Castle's website, www.castlegroup.com, is useful Disagree	Castle's website, www.castlegroup.com, is useful Strongly Disagree

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* 13. Please evaluate Castle's Security Services, if provided by CastleGuard, in the following areas:
(Please skip to section 14 if CastleGuard does not provide your Security Services)

	Strongly Agree	Agree	Disagree	Strongly Disagree	N/A
CastleGuard officers are friendly	CastleGuard officers are friendly Strongly Agree	CastleGuard officers are friendly Agree	CastleGuard officers are friendly Disagree	CastleGuard officers are friendly Strongly Disagree	CastleGuard officers are friendly N/A
CastleGuard officers have good customer service skills	CastleGuard officers have good customer service skills Strongly Agree	CastleGuard officers have good customer service skills Agree	CastleGuard officers have good customer service skills Disagree	CastleGuard officers have good customer service skills Strongly Disagree	CastleGuard officers have good customer service skills N/A
CastleGuard officers are professional	CastleGuard officers are professional Strongly Agree	CastleGuard officers are professional Agree	CastleGuard officers are professional Disagree	CastleGuard officers are professional Strongly Disagree	CastleGuard officers are professional N/A
CastleGuard officers are helpful	CastleGuard officers are helpful Strongly Agree	CastleGuard officers are helpful Agree	CastleGuard officers are helpful Disagree	CastleGuard officers are helpful Strongly Disagree	CastleGuard officers are helpful N/A
CastleGuard officers process guests efficiently	CastleGuard officers process guests efficiently Strongly Agree	CastleGuard officers process guests efficiently Agree	CastleGuard officers process guests efficiently Disagree	CastleGuard officers process guests efficiently Strongly Disagree	CastleGuard officers process guests efficiently N/A
CastleGuard officers respond effectively to resident needs	CastleGuard officers respond effectively to resident needs Strongly Agree	CastleGuard officers respond effectively to resident needs Agree	CastleGuard officers respond effectively to resident needs Disagree	CastleGuard officers respond effectively to resident needs Strongly Disagree	CastleGuard officers respond effectively to resident needs N/A
CastleGuard officers follow post-orders	CastleGuard officers follow post-orders Strongly Agree	CastleGuard officers follow post-orders Agree	CastleGuard officers follow post-orders Disagree	CastleGuard officers follow post-orders Strongly Disagree	CastleGuard officers follow post-orders N/A

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* 14. Have you accessed your Associations' Castle Group website?

Yes

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* 15. Did you find the website helpful?

Yes

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* 16. For what purpose did you access the website (please check all applicable items)

Personal Account Information

Association Governing Documents

Association Financial Statments

Association Events Schedule

To pay your maintenance fees

To make a service request

To read the minutes of a Board meeting

Other

Please list any other information you would like to have on the website.

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* 17. I would describe the overall Castle organization as:

	Strongly Agree	Agree	Disagree	Strongly Disagree
Professional	Professional Strongly Agree	Professional Agree	Professional Disagree	Professional Strongly Disagree
Organized	Organized Strongly Agree	Organized Agree	Organized Disagree	Organized Strongly Disagree
Responsive	Responsive Strongly Agree	Responsive Agree	Responsive Disagree	Responsive Strongly Disagree
Courteous	Courteous Strongly Agree	Courteous Agree	Courteous Disagree	Courteous Strongly Disagree
Pro-active	Pro-active Strongly Agree	Pro-active Agree	Pro-active Disagree	Pro-active Strongly Disagree
Knowledgeable	Knowledgeable Strongly Agree	Knowledgeable Agree	Knowledgeable Disagree	Knowledgeable Strongly Disagree

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* 18. Overall, the Castle Group is doing an excellent job in serving our Association:

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 19. Would you recommend Castle Group to another Community Association?

Yes

No, please explain

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* 1. Which Association are you responding from:

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* 2. Please evaluate the extent to which your Property Manager is:

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* 3. Do you receive an e-mail from your Property Manager every Friday detailing activity for the week?

Question Title

* 4. Do you find the e-mail update to be useful?

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* 5. Why/Why not?

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* 6. When you call Castle, do you call:

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* 7. In your dealings with Castle's Home Office and On-site Resident Services Specialists, have you found them to be:

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* 8. Castle's Maintenance and Janitorial Staff at your Association are:

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* 9. Please evaluate Castle's Accounting services in the following areas:

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* 10. Castle is doing a good job handling our Associations financial affairs.

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* 11. Are you or your Association's Treasurer utilizing Castle's password controlled access to your Associations records on our JENARK online program?

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* 12. Please evaluate Castle's Administration services in the following areas:

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* 13. Please evaluate Castle's Security Services, if provided by CastleGuard, in the following areas:(Please skip to section 14 if CastleGuard does not provide your Security Services)

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* 14. Have you accessed your Associations' Castle Group website?

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* 15. Did you find the website helpful?

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* 16. For what purpose did you access the website (please check all applicable items)

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* 17. I would describe the overall Castle organization as:

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* 18. Overall, the Castle Group is doing an excellent job in serving our Association:

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* 19. Would you recommend Castle Group to another Community Association?

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* 20. What area(s) do you think the Castle Group can improve?

* 13. Please evaluate Castle's Security Services, if provided by CastleGuard, in the following areas:
(Please skip to section 14 if CastleGuard does not provide your Security Services)