EXPERIENCE WILLOW
Insight for communities that care.
We help HOAs understand their owners — before issues become conflicts.
Our Owner Experience Survey turns feedback into clear, actionable insights that strengthen community, communication, and trust.
Featuring the Owner Experience Index™ — our proprietary measure of owner pride, belonging, satisfaction, and confidence.
WHY IT MATTERS
Clarity that helps every board lead with confidence
Whether your community has 25 villas or 250 condos, understanding your owners is the foundation of responsible governance.
Most boards hear from the same few voices.
We help you hear from everyone.
Experience Willow gives boards the insight needed to:
-
Prioritize maintenance and capital needs
-
Strengthen owner trust and engagement
-
Improve communication and transparency
-
Inform long-range planning with confidence
A Thoughtful Process Built for Busy Boards
A brief conversation helps us understand your board’s needs, community dynamics, and focus areas.
Aligning the survey with your board’s goals and your community’s reality
We begin with a focused discovery session to understand your board’s goals, challenges, and overall community dynamics. Every regime is different, and this step ensures the survey reflects your reality — whether you’re navigating growth, communication fatigue, vendor concerns, or simply wanting a clearer picture of owner sentiment.
We also review any relevant materials your board uses (recent updates, priorities, or guidelines) to ensure the survey aligns with your communication style and feels relevant and purposeful to owners.
Creating a tailored survey and managing everything from launch to reminders
Drawing on our expertise in customer and employee experience, we design a clear, accessible survey that blends quantitative and qualitative listening. Questions, tone, and flow are intentionally crafted to produce meaningful insights.
Once finalized, we manage the full deployment process through our survey platform — including setup, branded invitations, reminder messages, and progress monitoring. Boards simply approve the messaging; we handle the rest.
This full-service approach often results in strong participation (typically 60–70%) and reliable, representative data for your board.
Delivering clear findings and data-driven guidance your board can act on
After the survey closes, we meet with your board to present a comprehensive results package.
During this collaborative session, we walk through:
-
Key findings and themes
-
Quantitative patterns and qualitative sentiment
-
Your Owner Experience Index™ score and its meaning
-
Areas of alignment and areas that need attention
-
Clear recommendations for strategic focus, directly informed by the data
Our goal isn’t just to share information — it’s to give your board direction and confidence, grounded in what your owners value, expect, and experience.
This clarity helps boards move from reacting to issues to leading with intention, transparency, and shared purpose.
-
OUR EXPERTISE
Professional Listening, Designed for Communities
Experience Willow specializes in customer and employee experience, helping organizations understand the needs, expectations, and behaviors of the people they serve. Our work regularly involves quantitative and qualitative listening methods, giving clients clarity they can trust.
We bring that same research rigor to community associations.
Our surveys are designed and administered with professional standards, ensuring that boards receive:
-
Thoughtfully structured, research-backed questions
-
Methodologically sound results
-
Clear, actionable insights
-
Reliable input for long-term planning and communication
Whether coastal, mountain, urban, or suburban, our listening methods deliver meaningful clarity to small and mid-sized communities of all kinds.
THE OWNER EXPERIENCE INDEX™
A Clear, Reliable Way to Measure Community Health
Drawing on our background in customer and employee experience, Experience Willow created the Owner Experience Index™ — a simple, powerful metric that captures how owners feel about their community as a whole.
Modeled after industry-standard indices (like CXI for customer experience and EXI for employee experience), the Owner Experience Index consolidates community sentiment into a single, trackable number (0–100).
The Index reflects four essential dimensions:
-
Pride in being an owner
-
Belonging within the community
-
Satisfaction with the overall experience
-
Confidence in the regime’s direction and stewardship
By averaging responses to these statements, the Index provides a clear benchmark boards can track over time to understand whether the owner experience is improving — or where focused attention is needed.
This metric is unique to Experience Willow and offers communities a level of insight usually reserved for large organizations.
Johanna Young
President, Pelican Watch Villas
Council of Owners Board of Directors
Experience Willow helped us understand our owners in a way we never had before. The insights gave our board confidence in our priorities and a clearer path forward.
Real-World Impact
Pelican Watch Villas, Seabrook Island, SC
Pelican Watch Villas — a 108-unit regime on Seabrook Island — partnered with Experience Willow to conduct its first-ever comprehensive owner survey.
With a newly elected board and an increasingly diverse mix of owners, the board needed a clearer understanding of owner sentiment to guide maintenance planning, vendor oversight, and communication priorities.
BENEFITS
What Your Board Gains
Working with Experience Willow gives your board tangible advantages that support better decision-making, stronger communication, and a more connected community.
-
Clear understanding of owner priorities
-
Data to support budgeting and long-range planning
-
Higher trust and transparency with owners
-
More effective board-to-owner communication
-
Informed decision-making with confidence
-
A healthier, more connected community
LET'S Talk
Take the first step toward clearer insight, stronger community alignment, and reliable, data-backed direction for your board’s next decisions.
