CEL Online ReportingSurveys & Performace Improvement
CEL & Associates, Inc. takes pride in our ability to facilitate the transformation of information into results. Our survey and reporting processes are considered to be the Best-In-Class solution for many real estate organizations. Before making a decision, it is very important to compare the differences.
CEL & Associates, Inc. created the REACT performance improvement process at the request of hundreds of our clients who wanted to become a Best-In-Class enterprise. From the Toby Awards to the Malcolm Baldrige National Quality Award to Six Sigma…process, performance improvement and outstanding results are the cornerstones.
To assist real estate firms in achieving recurring enterprise success and becoming a Best-In-Class organization, CEL & Associates, Inc.’s REACT program was developed by Building Owners, Property Managers, Opinion Survey Specialists, Statisticians, Tenants/Residents and others.
REACT is a comprehensive performance improvement process of: identifying, quantifying and analyzing operational and organizational performance gaps; designing and providing effective solutions; and creating action plans to improve financial, customer and operating results.
REACT is based on a customer-centric business improvement model that begins with obtaining timely feedback from your customers, and uses performance metrics, standards, industry benchmarks, goal setting and performance recognition to achieve the desired results.
NEEDS ASSESSMENT:
Determine your needs, priorities and area(s) of focus. CEL & Associates, Inc.’s Advisors will listen and guide you in creating and selecting the best methodology and process to exceed the business results you seek to achieve.
PERFORMANCE ASSESSMENT:
Obtain the feedback from each Stakeholder group that will impact performance. Design a statistically valid, reliable and accurate survey instrument. Create and select a survey process and methodology that maximizes the highest level of participation/response. During this phase, CEL & Associates, Inc. offers online reporting, weekly progress conference calls and webinars.
PERFORMANCE ANALYSIS:
CEL & Associates, Inc. will analyze all results and provide comparisons to industry metrics and peer group benchmarks. A detailed report includes:
CORE QUESTION SET FOR BENCHMARKING: CEL & Associates, Inc. uses a core set of questions that meet our clients’ unique information needs. Drawing from an inventory of hundreds of opinion and/or demographic questions, we can add and custom-design a survey instrument that achieves your goals.
SURVEY METHODS: CEL & Associates, Inc. will assist in determining what survey data collection methodology matches your goals. Currently we offer:
- Printed/Mail-Back Surveys
- Printed/Mail-Back Surveys with an online option
- Online Surveys (various options available)
- Telephone Surveys
RATING SCALE: CEL & Associates, Inc. uses a Likert scale, the most widely used scale in survey research, to quantify opinion results. We use a 100-point scale to highlight the results, since a 1-5 results scale can be confusing and difficult to assess the difference between a score of 4.1 and 4.2.
REPORTING: CEL & Associates, Inc. has a variety of reporting options, and we tailor a reporting process and package that meets each client’s needs. Our goal is to assist/enable our clients to become and/or maintain Best-In-Class status rather than produce a report to sit on a shelf.
To learn more about our REACT services, click on one of the buttons below. We look forward to serving your performance improvement needs.
REACT T has been specifically designed to provide valuable feedback and performance improvement solutions to owners, operators and service providers of commercial properties. The REACT T process will transform your organization’s Tenant services from a policy to a behavior…resulting in higher levels of Tenant satisfaction and retention.
CEL & ASSOCIATES, INC. REACT T FEATURES
- Measures Tenant satisfaction with the property and services being provided
- Quantifies the likelihood of lease renewal and referrals
- Compares the results to three stakeholder groups: the Tenant; the On-Site Management Team; and the Building Owner or Asset Manager
- Provides a summary Dashboard (“Score Watch”) of results
- Evaluates performance over a specific time frame
- Provides comparative scores from CEL’s extensive database of survey data
- Identifies specific areas in need of attention
- Includes an Action Plan and guidance for completion
- Allows for survey customization
- Provides performance evaluation and feedback in a prompt and cost-efficient manner
- Increases financial performance and enhances asset value by improving operations
- Provides feedback immediately so you’re always aware of forces influencing your success
- Quantifies the performance of internal service providers, creates service awareness and identifies needed performance improvement priorities
- Strengthens your company’s commitment to service and performance excellence
- Improves communication with external and internal customers
- Complements new business solicitations, investor presentations, and/or financial packages
- Provides benchmarks for performance evaluations
- Provides quantifiable feedback for budgeting
- Provides the feedback necessary to prioritize capital expenditures
- Provides actionable feedback for service improvement
- Reveals potential exposure to non-renewals
- Improves communication and builds valued customer relationships
- Targets areas for improvement
- Gives insight regarding future non-renewal exposure
- Pays for itself by reducing turnover and related costs
- Involves Tenants in the process
- Achievement of National A List Award status can be used for marketing and leasing efforts
- Provides a leasing advantage over competitors
- Increases financial performance and enhances asset value by improving operations
- Generates independent performance metrics that create a competitive leasing edge
- Quantifies performance of service team members
- Prioritizes budgeting and capital expenditure decisions
- Improves trust in management’s operational activities, knowing revenue-generation is enhanced by customer feedback
- Enables successful asset branding
CEL has a variety of reporting options, and we tailor your REACT Plan and reporting package to meet each individual client’s needs. We have discovered that for performance improvement to occur, REACT clients must be presented with a reporting level that matches their internal abilities to manage data, thus focusing on change. For validity and reliability, REACT includes a proprietary reporting and analysis process.
Standard Reporting and Analysis
Consolidated and individual property reports
Select Data Reports
Ad hoc reporting based on any parameters, available as needed
Executive Summaries
Prepared by CEL Senior Associates who have years of industry experience and knowledge of how to drive improved performance
Summary Report (Formatted for smartphones)
Single-page summary, perfect for Senior Executives and presentations
Score Watch
Includes up to 5 years of trending data of all essential scores
Service Gap Analysis
Identifies “lost potential” and recommends how to regain the loss
Portfolio Overview
In-depth analysis of your portfolio, including properties on “Alert Status,” significant changes, property score comparison and award status
Measurement of Three Satisfaction Indices
Critical measurement of satisfaction, including Overall, Property and Service
Measurement of Nine Critical Business Success Factors
Drill down and further define those areas that impact drivers of satisfaction and impact renewals and referrals
CORe provides timely access to comments so you need not wait until a survey’s conclusion to address important response issues. Quick response is a key tenet of excellence, and CORe access to comments allows you to read and address noted issues quickly.
You control access, tiered by user levels; and Associates can access, copy and/or print key survey information and reports 24/7 from any location – nationwide and worldwide. CORe integrates responses from surveys completed online and via printed documents, aggregating survey response data. From the CORe secure website, it takes just one click to access current and prior years’ reports. CORe – available on demand!
REACT R has been specifically designed to provide valuable feedback and performance improvement solutions to multifamily owners, operators and service providers. The REACT R process will transform your organization’s Resident services from a policy to a behavior…resulting in higher levels of Resident satisfaction and retention.
CEL & ASSOCIATES, INC. REACT R FEATURES
- Measures Resident satisfaction with the property and services being provided
- Quantifies the likelihood of lease renewal and referrals
- Compares the results to three stakeholder groups: the Resident; the On-Site Management Team; and the Building Owner or Asset Manager
- Provides a summary Dashboard (“Score Watch”) of results
- Evaluates performance over a specific time frame
- Provides comparative scores from CEL’s extensive database of survey data
- Identifies specific areas in need of attention
- Includes an Action Plan and guidance for completion
- Allows for survey customization
- Provides performance evaluation and feedback in a prompt and cost-efficient manner
- Improves financial performance and enhances asset value by improving operations
- Provides feedback immediately so you’re always aware of forces influencing your success
- Quantifies the performance of internal service providers, creates service awareness and identifies needed performance improvement priorities
- Strengthens your company’s commitment to service and performance excellence
- Improves communication with external and internal customers
- Complements new business solicitations, investor presentations, and/or financial packages
- Provides benchmarks for performance evaluations
- Provides quantifiable feedback for budgeting
- Provides the feedback necessary to prioritize capital expenditures
- Provides actionable feedback for service improvement
- Reveals potential exposure to non-renewals
- Improves communication and builds valued customer relationships
- Targets areas for improvement
- Gives insight regarding future non-renewal exposure
- Pays for itself by reducing turnover and related costs
- Involves Residents in the process
- Achievement of National A List Award status can be used for marketing and leasing efforts
- Provides a leasing advantage over competitors
- Increases financial performance and enhances asset value by improving operations
- Generates independent performance metrics that create a competitive leasing edge
- Quantifies performance of service team members
- Prioritizes budgeting and capital expenditure decisions
- Improves trust in management’s operational activities, knowing revenue-generation is enhanced by customer feedback
- Enables successful asset branding
CEL has a variety of reporting options, and we tailor your REACT Plan and reporting package to meet each individual client’s needs. We have discovered that for performance improvement to occur, REACT clients must be presented with a reporting level that matches their internal abilities to manage data, thus focusing on change. For validity and reliability, REACT includes a proprietary reporting and analysis process.
Standard Reporting and Analysis
Consolidated and individual property reports
Select Data Reports
Ad hoc reporting based on any parameters, available as needed
Executive Summaries
Prepared by CEL Senior Associates who have years of industry experience and knowledge of how to drive improved performance
Summary Report (Formatted for smartphones)
Single-page summary, perfect for Senior Executives and presentations
Score Watch
Includes up to 5 years of trending data of all essential scores
Service Gap Analysis
Identifies “lost potential” and recommends how to regain the loss
Portfolio Overview
In-depth analysis of your portfolio, including properties on “Alert Status,” significant changes, property score comparison and award status
Measurement of Three Satisfaction Indices
Critical measurement of satisfaction, including Overall, Property and Service
Measurement of Nine Critical Business Success Factors
Drill down and further define those areas that impact drivers of satisfaction and impact renewals and referrals
CORe provides timely access to comments so you need not wait until a survey’s conclusion to address important response issues. Quick response is a key tenet of excellence, and CORe access to comments allows you to read and address noted issues quickly.
You control access, tiered by user levels; and Associates can access, copy and/or print key survey information and reports 24/7 from any location – nationwide and worldwide. CORe integrates responses from surveys completed online and via printed documents, aggregating survey response data. From the CORe secure website, it takes just one click to access current and prior years’ reports. CORe – available on demand!
REACT E has been specifically designed to provide valuable feedback and performance improvement solutions regarding Employee satisfaction. The REACT E process will facilitate the recruitment, retention and improved performance of your talent base.
REACT E quantifies Employee attitudes and opinions so you can assemble, nurture and retain the talent necessary to provide a level of customer service that separates you from your competition. REACT E is not about sending out surveys and collecting data; it is an opportunity to use Employee insight for continuous improvement.
CEL & Associates Inc.’s REACT E has the following features:
- Improves Employee satisfaction throughout the organization
- Quantifies the likelihood of Employee retention
- Compares the results to three groups: Executives; Management; and Non-Management personnel
- Evaluates performance over a specific time frame
- Provides Best-In-Class comparative scores
- Identifies specific areas in need of attention
- Creates an Action Plan for performance improvement
- Allows for survey customization
- Provides performance evaluation and feedback in a prompt and cost-efficient manner
- Summarizes satisfaction by way of three Satisfaction Indices:
- Summarizes satisfaction using eight Employee Success Factors:
- Improves financial performance and enhances asset value by improving operations
- Provides immediate feedback so you are always aware of forces influencing your success
- Quantifies the performance of internal service providers, creates service awareness and identifies needed performance improvement priorities
- Strengthens your company’s commitment to service and performance excellence
- Improves communication internally and externally
- Complements new hiring, on-boarding and other Human Resources initiatives
- Provides benchmarks for performance evaluations
- Provides quantifiable feedback for productivity improvement
- Provides the feedback necessary to prioritize capital expenditures for such items as training, mentorship, etc.
- Provides actionable feedback for improvement
- Reveals potential exposure to Employee turnover
- Improves communication and builds valued relationships
CEL has a variety of reporting options, and we tailor your REACT Plan and reporting package to meet each individual client’s needs. We have discovered that for performance improvement to occur, REACT clients must be presented with a reporting level that matches their internal abilities to manage data, thus focusing on change. For validity and reliability, REACT E includes a proprietary reporting and analysis process.
Standard Reporting and Analysis
Consolidated and individual reports
Select Data Reports
Ad hoc reporting based on any parameters, available as needed
Executive Summaries
Prepared by CEL Senior Associates who have years of industry experience and know your business
Measurement of Three Satisfaction Indices
Critical measurement of satisfaction, including Overall, Leadership and Productivity
Measurement of Eight Employee Success Factors
Drill down and further define areas that impact drivers of satisfaction
Your company’s stability and growth is dependent upon retaining loyal clients and attracting new business. CEL understands this and has created a REACT process geared toward evaluating your clients’ opinions of your performance as well as their current and future needs.
CEL & Associates, Inc. establishes programs and comparative data for the following:
- Broker Opinion Surveys
- Corporate Clients & Strategic Accounts
- Investor Surveys
- Appraisal Clients
- Project Management Clients
- Target Client Surveys
CEL uses a variety of survey distribution methodologies when conducting client assessments. We will work with you to determine the highest and best value for your budget as well as how best to reach your clients.
CEL maintains a database of core questions that can be used for benchmarking and industry comparisons.
- Satisfaction – How do they rate their satisfaction with your services?
- Cross-selling Opportunities – What other services may be of value to your clients?
- Comparison – How does your firm compare to other firms they use?
- Perception – How is your firm perceived in the market?
- Retention – What is needed to retain their business?
- Referral – What is the likelihood of referrals?
Reporting is prepared based on a final needs evaluation and includes a summary prepared by CEL Senior Associates who specialize in client assessments.
- Improves financial and operating performance
- Provides feedback immediately so you’re always aware of the forces impacting your success
- Quantifies the performance of internal service providers and/or client relationships
- Strengthens your company’s commitment to service and performance excellence
- Provides benchmarks for performance evaluations
- Provides quantitative feedback for productivity improvement
- Provides actionable feedback for improvement
- Improves communications and builds valued customer relationships
CEL customizes its reporting based upon the information and comparative data needs and analytics of our clients. We see our role as to provide our clients with findings that are actionable and support the various activities they either have underway or are considering. CEL has a variety of reporting options and we tailor your REACT Plan and reporting package to meet each individual client’s needs. For validity and reliability, REACT includes a proprietary reporting and analysis process.
REACT A or REACT Advantage has been specifically designed to provide valuable feedback and performance improvement solutions for those unique situations that require a Custom Solution. It is often the feedback and insights generated from very specialized market intelligence that enables the user of REACT A to achieve a competitive advantage. When you want proprietary information to achieve an operating, financial and marketing edge, REACT A is your solution.
CEL & Associates, Inc.’s REACT A is most frequently used for the following types of surveys:
- Demographic Analysis
- Feedback on New Products/Services
- Feedback on New Design, Features and Amenities
- Quantifying New Market Opportunities
- Assessing the Success/Impact of an Initiative
During our investigation into your needs, we’ll pinpoint the exact assessments and appropriate plan(s) you will need to achieve your goals. Plus…we will create a reporting package that is just right for your specific needs.
Personalization is the key. Assemblage of proprietary information and unique insights.
CEL has a variety of reporting options, and we tailor your REACT Plan and reporting package to meet each individual client’s needs.
Randall M. Griffin,
CEO, Corporate Office Properties Trust
“Village Green recognized many years ago that the differentiating factor in multi-family management, and to truly become a professional management organization, was to completely understand our renter and prospective renter. CEL and Associates and their Survey Services have been an invaluable source in identifying our opportunities and obstacles to provide best in class service. The information we have compiled over the years has allowed us to consistently improve the economic performance of the communities we manage and the Village Green companies as a whole.”
Jonathan Holtzman,
CEO, Village Green
“As a long-term client of CEL & Associates, Greystar has taken advantage of CEL’s resident AND team member satisfaction surveys. Through CEL’s resident satisfaction surveys, our property managers have obtained great, actionable feedback that enables Greystar to enhance resident satisfaction and improve resident retention. CEL Team Member satisfaction survey has also been an important tool in making Greystar a great place to work. Because the team at CEL administers the survey, we’ve been able to provide our team members with a professional & confidential vehicle for providing us with candid feedback about how we can improve. We’ve benefitted both from the feedback, as well as the recommendations that come with CEL’s Executive Summaries.“
Robert A. Faith
Chairman & CEO, Greystar
“We have used many CEL’s survey processes for years but especially their REACT survey…… it has been the cornerstone for recognition then improvement. We have benefited greatly from the Action Plans and detailed feedback and analyses we receive.”
Fred Chaney
Senior Vice President, Lincoln Property Company
“Simpson Housing has been a client of CEL & Associates, Inc. for over ten years and finds the resident satisfaction survey to be an integral tool essential to our business success. Immediate responses to critical service issues from resident feedback as well as understanding from year to year our residents changing needs, allows our property and regional staffs to allocate the appropriate resources to achieve the highest levels of service satisfaction. The resulting above average resident retention drops right to our bottom line.”
Todd S Pope
President of Simpson Property Group
“CEL is a valued partner for Cambridge. The diligence and credibility they bring to the survey process means we can trust the results to help guide our efforts in maintaining exceptional service for our physician-tenants and patients on every property in our portfolio.”
Wendy Pearson
Director of Property Operations
Cambridge Healthcare Properties, Inc.
“Crescent Real Estate has used CEL & Associates, Inc.’s REACT program since 1999, and find tremendous value in the content, feedback, benchmarking and Customer insights. We have structured our customer-first business model around the results of the REACT program. From performance assessments, operating philosophy and property management processes, we rely on the valuable quantification of what our customers want and expect. We have been very pleased to have been one of CEL’s National Award winners for Service Excellence.”
John Zogg
Managing Director, Leasing
Crescent Real Estate
“CWS has enjoyed a fruitful and productive relationship with CEL as a result of the succinct and detailed feedback we receive from the resident surveys. The responses enable us, as a company, to implement targeted improvements in the area of customer satisfaction. Our associates, as well as our residents, look forward to third quarter each year; our associates and staff members anticipate the privilege of hearing personally from our residents as they convey their experiences (both positive and constructive) while living at a CWS community. It is this candid feedback which enables us—as a management company—to revise, improve, and redirect our actions and communications in such a way that addresses the specific concerns of our residents as well as reinforces our efforts in areas in which our customers have the highest level of satisfaction in their interaction with our on-site teams. By simply participating in the CEL resident survey each year we send a very powerful message to our residents: WE CARE. As a result, the residents know we hold them in our highest affections. Our Purpose Statement at CWS, “Enhancing Lives, The CWS Way,” is very straight forward and certainly CEL helps us convey and live out our purpose for our residents.”
Marcellus Mosley
Vice President
Director of Operations
CWS Apartment Homes, LLC
“Legacy Partners Residential, Inc.’s purpose is to create the “Feeling of Home” for our residents. CEL has been a valued business partner for us to achieve this objective at our communities. CEL’s resident satisfaction surveys and the Executive Summaries that summarize the feedback have enabled us to confirm that our teams are meeting our goals, and have helped to identify some opportunities for improvement. CEL’s surveys have been an integral part of our annual operations processes for years, and we recognize that the feedback provided is an important factor of our continued management success. We appreciate your innovation and professionalism – thank you.”
W. Dean Henry
President
Legacy Partners Residential, Inc.
Each year CEL & Associates, Inc. compiles customer satisfaction survey data from thousands of properties. CEL & Associates, Inc.’s A List and A List Platinum Awards for Customer Service Excellence are awarded to those companies/properties that truly provide a superior level of service. Since 1998, this award has become the National Standard for Service Excellence.
Company Awards: There are multiple award categories based on portfolio size, type of firm and product specialization. There are generally 4 to 5 Commercial categories and 5 to 6 Multifamily categories annually.
Property Awards: Individual properties that survey with CEL & Associates, Inc. using the REACT R and/or REACT T services are eligible to initially qualify for the A List and A List Platinum Awards.
The coveted National Real Estate Awards for Customer Service Excellence are considered to be one of the most sought after recognition programs within the real estate industry. Any real estate organization or individual property that truly wants to be judged “The Best” must be a participant in the National Real Estate Awards program.
| COMPANY AWARD WINNERS | |
| 2011 Commercial Firms | |
| 2010 Commercial Firms |
| COMPANY AWARD WINNERS | |
| 2011 Multifamily Firms | |
| 2010 Multifamily Firms |
 |
|
 |
|
|
|
 |
|
|
|