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
Knowledgeable
Organized
Pro-active
Responsive to Directors
Responsive to Homeowners
Courteous
Good communicator
Dependable

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

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* 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:

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

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

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

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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 timely
Maintenance fees are processed accurately and timely
The Association's budget is prepared thoroughly and timely
Invoices are paid on a timely basis

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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:

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

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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 have good customer service skills
CastleGuard officers are professional
CastleGuard officers are helpful
CastleGuard officers process guests efficiently
CastleGuard officers respond effectively to resident needs
CastleGuard officers follow post-orders

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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:

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

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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?

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