Why Survey Our Customers?

CMA is a small business. We are not ranked among Fortune 500 companies such as like Apple, Amazon and Marriott—If we were, our clients’ consistent ratings over the years would place us among the top-ranked icons of customer satisfaction. Here are some of CMA’s business values and choices that drive our commitment to survey customers. 

• Go “from good to great” in delivering excellent service to community associations
• Set the bar high and keep measuring how we’re doing. 
• Listen to customers and ingrain the perspective of “making their day” in our values
• Achieve a high performance culture by identifying and rewarding consistent high performers
• Ask for feedback to help us improve our customer experience
• Identify areas and procedures where we can improve the quality of services performed by our accountants, managers, compliance coordinators and other department staff
• Emulate the best-in-class, by implementing best practices gleaned from great small businesses as well as Fortune 500 giants
• Focus on building a great reputation, day by day, customer by customer.

Thanks to our association board members who once again exceeded our expectations with the volume of positive feedback and comments.  We appreciate your insightful responses about areas where we can improve our services and also better educate and support you as leaders.

See the related article, Satisfying Clients, One Customer at a Time, (right column) for results from the annual CMA Customer Satisfaction Survey




Congratulations to Pat Adams, secretary of the HOA board of Villas of Oak Pointe in Colleyville, who was selected in our drawing among board member respondents. CMA makes a $100 donation to a charity of her choice to benefit the community.  Pat named the Grapevine-Colleyville Education Foundation to receive the contribution.

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Satisfying Clients, One Customer at a Time

Have any of you watched Halt and Catch Fire—a TV series about the personal computer revolution of the 80’s?  Coincidentally CMA was founded in 1983 and ultimately aided by many of the technologies birthed in that revolution.

If you’ve seen the program or just lived it, you’re aware of how technology and business have been transformed. What has not changed since our founding —our commitment to serve our clients!  We’re proud that we’ve expanded our client base, implemented sophisticated business procedures, streamlined operations, upgraded several generations of technology, and innovated with numerous best practices and firsts in our industry. 

Results of the 2016 Customer Satisfaction Survey

It’s with that perspective that we report the results of our 2016 Client Satisfaction Survey.  Nearly 50% of our client associations gave us feedback. The overall satisfaction rating from respondents was a very positive ninety-two percent (92%) being Satisfied or Very Satisfied!  That’s pretty good.  Still, we continually strive to improve our services.

“We’re so appreciative that nearly a quarter of our board members took the time to respond and make comments,” said Judi Phares, President and CEO. “We appreciate their candid feedback on our performance in the many roles we play in the day-to-day operations and professional oversight of their communities. We rely on board members’ feedback to improve our service and provide a positive customer experience.”

For example, based on the input from community leaders, we will produce education videos and webinars to address topics that most interest them. Segments about how to spend wisely to maintain and manage association assets and another featuring expert advice on how to practice effective architectural control are on the drawing board.

What Board Members Say:   

• (Our Manager’s) "organizational skills and attention to detail are impeccable! He works hard to find creative solutions to challenges facing our community."
• “He is responsive and most importantly, proactive, in addressing issues for us …and always follows thru with requests.”
• “We are extremely pleased with our partnership with CMA. Our on-site manager and admin. assistant are invaluable in all they do on so many levels. They take pride in the success of our HOA.”
• “…many good recommendations based on her extensive experience.” 
• “…excellent budgetary information and guidance.”
• “The entire CMA staff has provided excellent customer service…. incredibly helpful in their support and guidance.”