Ask Habitat: Should Boards Shy Away from Conducting Surveys on Building Residents?

HABITAT ANSWERS: We've talked a lot about how important it is for boards to communicate with building residents on all types of matters, great and small. Another way to make residents feel like they have a say is to conduct building-wide surveys. Surveys are best employed on big issues, such as branding the building, adding amenities, hiring or changing staff, and prioritizing capital projects.

Using a survey in your building's situation is something worth considering. It can help lay the groundwork toward establishing a more positive and transparent relationship between the board and the building residents and enhance a sense of community. Consider approaching your fellow board member and, especially since this is your first time serving on a board, ask for insight on why he or she feels that conducting a survey can lead to trouble. You may discover either that the board member has a very good reason.

If you ever do decide to employ a survey to get insight from residents, it is important for the board to agree what the purpose is. Is the survey meant to collect facts, gather opinions, or find out what course the shareholders believe the board should be steering.

Keep surveys short so potential respondents won't be put off. One key mistake boards make is asking open-ended emotional questions, such as, "What do you think of the super's work ethic?" Focus instead on tightly worded questions that elicit original suggestions that can be put into action, such as, "What amenities should the building add?" or in your case, "Which of these two projects would you like to see the board tackle this year: renovating the laundry room or expanding the storage area?"

The easiest way to conduct a survey is digitally, but take a look at the demographics of the building residents — paper surveys may be necessary for those who are not technically savvy. Either way, allow two weeks for responses.

Survey Says

Legally, a board is not required to act on the results of a survey, but it probably should. If you are going to ask for a shareholder's opinion, be prepared to follow through, especially if you want to  encourage participation in future surveys.

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