Are board members satisfied with their management companies? To find out, AppFolio partnered with HOA-USA to survey board members from across the country to get to the heart of their experiences. This presentation dives into the results including what boards expect, why they may switch management companies, and the kinds of tech tools they value. Get the data you need to pivot your customer service strategy and better serve your communities.

1. 1 2022 © AppFolio, Inc. Confidential
What board
members
aren’t telling
you
Exclusive survey results revealed

2. 2 2022 © AppFolio, Inc. Confidential
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Agenda
NEW
Introduction
Data + Findings
Takeaways
Wrap Up + Q&A
01
02
03
04

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Board Expectations
Introduction

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2021 © AppFolio, Inc. Confidential
Survey
demographics
Source: 2022 AppFolio Board Expectations Research
5
Introduction
Currently using a
management company
92%
Respondents in HOAs
74%

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2021 © AppFolio, Inc. Confidential
Top 3
responsibilities
boards expect from
their management
companies
6
75%
Funds management and financial
reporting / bookkeeping
53%
Quickly provide information, answer
questions, keep residents informed
51%
To collect dues and assessments
Source: 2022 AppFolio Board Expectations Research
Data + Findings

7. 7 2022 © AppFolio, Inc. Confidential
2021 © AppFolio, Inc. Confidential
Source: 2022 AppFolio Board Expectations Research
7
Board members who would
recommend their current or
most recent management
company.
23%
Recommending
management
services
Data + Findings

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2021 © AppFolio, Inc. Confidential
Top 3 board
member concerns
8
66%
Unresponsiveness / long response
times
65%
Failure to quickly and accurately
follow through on projects
61%
Overall poor customer service
Source: 2022 AppFolio Board Expectations Research
Data + Findings

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“Focus on response time to HOA and community members. Even a
response of ‘we are working on it’ would help.”
“Understand what it means to be proactive with customer
service and responsiveness.”
“Hire better community managers and then make sure they do
their jobs and that they answer emails and carry out their
duties appropriately.”

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2021 © AppFolio, Inc. Confidential
Source: 2022 AppFolio Board Expectations Research
10
Respondents say tech is
important for a management
company to use.
88%
Board members
and technology
Data + Findings

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2021 © AppFolio, Inc. Confidential
Source: 2022 AppFolio Board Expectations Research
11
Board members
and technology
Data + Findings
73%
Communicating
72%
Making payments
70%
Accessing documents

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2021 © AppFolio, Inc. Confidential
Top 3 most valuable
digital tools for
board members
12
83%
Online portal
52%
Email
44%
Online payments
Source: 2022 AppFolio Board Expectations Research
Data + Findings

13. 13 2022 © AppFolio, Inc. Confidential
2021 © AppFolio, Inc. Confidential
Source: 2022 AppFolio Board Expectations Research
13
Said lack of access to digital
tools would influence their
decision when choosing a
new management company
72%
Importance of
technology
Data + Findings

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Board Expectations
Takeaways

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Better your
board member
experience with
an all-in-one
solution

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2021 © AppFolio, Inc. Confidential
What do you need
space for?
16

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james.erickson@appfolio.com
Product Marketing Manager, AppFolio
James Erickson
Presenter

19. 19 2022 © AppFolio, Inc. Confidential
Thank you
To learn more about AppFolio’s community association
management software, please visit us at:
appfolio.com/associations