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Community Association Management Company Benchmarking Survey- September 2025
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1.
Your role (Single Select)
CEO/President
COO/Operations Executive
CFO/Finance Executive
Regional/Portfolio Leader
Other (please specify)
2.
Number of community associations currently under management (Single Select)
1–9
10–24
25–49
50–99
100–199
200+
3.
Primary portfolio mix (Multiple Select)
Condominiums
HOAs/Planned Communities
High-rise
Mid-rise/Garden
Large-scale/master planned
Active adult/55+
Co-ops
Mixed-use
Other (please specify)
4.
Operating footprint (Single Select)
Single metro/region
Multi-region within one state
Multi-state
National
5.
Annual company revenue (range) (Single Select) (Optional)
<$2M
$2–5M
$5–10M
$10–20M
$20–50M
$50M+
Prefer not to say
6.
Fee models currently used (Multiple Select)
Flat monthly per association
Per-door/unit
Hybrid (flat + per-door)
À la carte/bundled services menu
Retainer + pass-throughs
Performance/bonus elements
Other (please specify)
7.
Share of revenue from ancillary services (Single Select) (Optional)
0–5%
6–10%
11–20%
21–30%
31%+
Don’t track
Prefer not to say
8.
Average communities per full-time community manager (Single Select)
1–4
5–7
8–10
11–13
14+
9.
Support staffing ratio (FTE support per community manager) (Single Select)
0
0.1–0.4
0.5–0.9
1.0–1.4
1.5+
Not sure
10.
Core technology in use (Multiple Select)
Accounting/ERP (e.g., AppFolio, Caliber, Enumerate/TOPS, Vantaca, Yardi)
Work order/field service mobile app
Resident portal & payments
Electronic voting & meeting tools
Contact center/call analytics
BI/Dashboards for KPIs (e.g., Power BI)
AI assistants/automation (drafting, ticket triage, Q&A)
Other (please specify)
11.
AI/automation adoption today (Single Select)
Not using
Pilot(s)
Early rollout in 1–2 functions
Broad rollout across functions
Strategic program with measurable ROI
12.
Client retention over the past 12 months (Single Select)
<85%
85–89%
90–94%
95–97%
98%+
Not tracked
13.
Net new growth in associations (12 months) (Single Select)
Negative (net loss)
0–2%
3–5%
6–10%
11–20%
20%+
Not tracked
14.
Community manager turnover (past 12 months) (Single Select)
<10%
10–19%
20–29%
30–39%
40%+
Not tracked
15.
Operating margin (EBIT or EBITDA) range (Single Select) (Optional)
Negative
0–5%
6–10%
11–15%
16–20%
20%+
Prefer not to say
16.
Biggest external pressures you’re experiencing (Multiple Select, select up to 3)
Talent hiring/retention for managers
Wage inflation
Pricing pressure/competition
Legal/regulatory complexity
Tech implementation cost/change management
Vendor cost increases
Bank/lockbox changes
Insurance market volatility
Board workload/expectations
Reserve & inspection mandates
Other (please specify)
17.
Where would a benchmark be most valuable to you? (Multiple Select, pick up to 3)
Staffing ratios (manager & support by portfolio type)
Revenue benchmarks by market/complexity
Growth & retention norms
DSO/AR & collections norms
Manager turnover & comp structure norms
Productivity (tickets/work orders per FTE)
Operating margin ranges by size/mix
Tech/AI adoption and ROI
Customer satisfaction/NPS norms
Other (please specify)
18.
Would you like a copy of the aggregate benchmark results? (Single Select)
Yes
No
19.
Are you willing to participate in a deeper, confidential follow-up study (more detailed data, stricter privacy controls)? (Single Select)
Yes
Maybe—send details
No
20.
If “Yes/Maybe,” please provide a contact name and email (Optional)
21.
Any brief comment on one practice your firm does exceptionally well that others could learn from? (Open-ended) (Optional)
22.
Any brief comment on what CAI can do to better support you and your business.
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