In the community association management industry, where over half of HOA boards report dissatisfaction, achieving high client loyalty is a critical challenge. CAM Ascent, a leader in customer success solutions for this sector, has empowered Cadden Community Management to achieve a dramatic transformation, resulting in a more than 65% increase in its Net Promoter Score (NPS). This partnership showcases how a data-driven approach can significantly improve board satisfaction and reduce client churn risk for management firms.
Quick Intel
Cadden Community Management achieved a 65%+ increase in Net Promoter Score (NPS).
The results were driven by a partnership with customer success firm CAM Ascent.
The strategy used comprehensive, anonymous surveys to gather honest board feedback.
Real-time analytics dashboards provided actionable insights into at-risk accounts.
The program led to enhanced visibility, reduced churn, and a surge in positive reviews.
70% of Cadden's HOAs participated in the twice-annual surveys.
A Data-Driven Strategy for Client Retention
Faced with the industry-wide issue of board dissatisfaction, Cadden Community Management turned to CAM Ascent to gain clear visibility into client sentiment. CAM Ascent implemented a robust customer success framework founded on actionable data. This included conducting twice-annual comprehensive surveys to assess NPS, manager performance, and financial services. A key component was the use of anonymous, third-party surveys, which ensured boards could provide honest, unfiltered feedback, leading to more meaningful and targeted improvements.
Turning Insights into Measurable Outcomes
The data collected was transformed into a powerful tool for proactive intervention. CAM Ascent provided Cadden with real-time analytics dashboards that highlighted at-risk accounts and key trends, enabling the management team to address issues before they escalated. This early-warning system for churn risk, combined with tailored guidance on communication and operations, allowed Cadden to align its services precisely with client needs. "CAM Ascent's insights were like an extension of our team, helping us listen and act effectively," said Brett Cadden Anderson, Owner and President of Cadden.
Setting a New Standard for the Industry
The results of the 18-month partnership were substantial. Beyond the 65%+ surge in NPS, the program achieved a 70% participation rate from its HOAs. This translated into tangible business benefits for Cadden, including reduced client churn and a significant increase in positive online reviews. The case demonstrates that a systematic approach to customer success is not just a support function but a core growth strategy. "CAM Ascent empowered Cadden to turn feedback into measurable results, setting a new standard for client retention," said Andrea Hardy, Founder of CAM Ascent.
The success achieved by Cadden Community Management serves as a powerful blueprint for the entire community management industry. By leveraging specialized customer success platforms and a commitment to acting on data-driven insights, management firms can transform client relationships, build resilient businesses, and fundamentally raise the standard of service.
CAM Ascent specializes in customer success for community association management, offering sentiment analysis, surveys, and analytics to build resilient client relationships. CAM Ascent typically partners with community management companies service 100 communities or more. Visit www.camascent.com.
Southern Arizona's premier HOA management provider, Cadden manages over 35,000 lots across 200+ communities with a commitment to transparency and excellence. They are excited to announce they have opened a new Phoenix, AZ office. Learn more at www.cadden.com.
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