jonathan’s landing residence survey report
TRANSCRIPT
Jonathan’s Landing
Residence Survey
Report
Prepared by Club Benchmarking
551 Boylston Street, Suite 301
Boston, MA 02116
www.clubbenchmarking.com
© 2019 Club Benchmarking
1
CONTENTS
INTRODUCTION
OVERALL SATISFACTION.............................. 3
IMPORTANCE VS. SATISFACTION ................ 5
SECURITY SERVICES ................................... 10
COMMUNITY IMPROVEMENTS ................. 14
GOVERNANCE ........................................... 19
COMMUNICATION .................................... 27
REAL ESTATE ............................................. 30
GENERAL RESIDENT QUESTIONS ............... 37
RESIDENTS INFORMATION ........................ 40
DEMOGRAPHICS ....................................... 44
© 2019 Club Benchmarking
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This survey was developed with Club Benchmarking specifically for use as a tool for understanding
resident experience within your community. The results shared in the pages that follow will provide
insight into the feelings of the Jonathan’s Landing residents and the findings will contribute to the
future planning of the community.
The intent is to create a benchmark of your facilities and services so management can use the
information to make immediate, impactful improvements. The questions in the survey are designed
to identify trends in the overall residents of Jonathan’s Landing and are not intended, nor will they be
used, to identify individual residents.
The general questions pertaining to the community, which will provide the POA Board of Governors a
sense of the resident’s opinion on specific topics, were scored on a scale of 1 to 7 Likert scale, with 1
being the lower score and 7 being the higher score.
In addition to a qualitative analysis based on text entry from residents, each area of the survey has
been reviewed for every individual respondent, and collectively the results have been described
through a quantitative statistical analysis. The survey was also analyzed using word cloud software.
The survey was distributed through the POA’s email system to every resident within the community.
Club Benchmarking captured 784 survey responses.
Club Benchmarking appreciates all of the residents who took the time to complete the survey.
INTRODUCTION
© 2019 Club Benchmarking
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Regarding the statement “Overall I am very satisfied with my experience at Jonathan's
Landing POA,” on a 7-point scale, overall satisfaction at JL is 88.39% (21.08% of strongly
agree; 48.94% of agree; and 18.38% of somewhat agree).
The Jonathan’s Landing’s mean satisfaction score of 5.62 out of 7 compared to the
industry standard of 5.92.
Overall, I am satisfied with my experiences
at Jonathan's Landing POA.
OVERALL
SATISFACTION
Strongly
Agree
Agree
Agree
Somewhat
Agree
Others
(Neutral/
Disagree)
© 2019 Club Benchmarking
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Satisfaction Number of
Respondents
Number
of Units
Bayhead 7.00 1 6
The Harbour 6.67 3 11
Hidden Cove 6.33 6 33
Passage Islands 6.33 8 21
The Narrows 6.00 18 27
Windward Village 6.00 17 40
Windrift 5.96 26 60
Baytowne 5.95 19 51
Cresson Island 5.92 12 22
Riverwind 5.86 7 23
Lantern Bay 5.85 20 40
Greens Cay 5.83 13 37
Southern Cay 5.81 16 37
Crosswinds 5.74 19 34
Longshore 5.73 16 24
Waterbend 5.73 67 154
Cape Pointe 5.72 18 71
Port Dickinson 5.67 3 20
The Anchorage 5.62 13 48
West Bay 5.53 48 130
Bridgegate 5.50 7 27
Casseekey Island 5.42 24 71
Southporte 5.42 13 48
Barrow Island 5.38 9 22
Jonathan's Island 5.33 3 17
Shearwater 5.13 18 48
Traders Crossing 4.89 38 110
SATISFACTION BY
VILLAGE
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Importance Satisfaction Difference
Cleanliness of the Community 6.45 5.79 (0.66)
Security 6.45 5.46 (0.99)
Responsibility of Spending POA Funds 6.27 4.60 (1.67)
Landscaping and Aesthetics in the Common Areas 6.25 5.05 (1.20)
Financial Transparency 6.19 4.70 (1.49)
POA Management Performance 6.19 4.77 (1.42)
Board of Directors Performance 6.13 4.73 (1.40)
Maintenance of the Sidewalks and Gutters 6.13 5.02 (1.11)
Communication 6.10 5.08 (1.02)
Culture 6.07 5.25 (0.82)
Walking 6.01 5.71 (0.30)
Lake Maintenance 5.84 4.78 (1.06)
Hotwire 5.52 4.38 (1.14)
Signage in Community 5.48 5.12 (0.36)
Bicycle Riding 5.23 5.3 0.07
Marketing of the Community 5.14 4.68 (0.46)
South Recreational Bathroom Facilities 5.07 5.02 (0.05)
Butterfly Island 5.06 5.09 0.03
South Recreational Area 4.95 5.09 0.14
Playground 4.47 5.01 0.54
Gazebos 4.35 4.85 0.50
Real Estate Office 4.20 4.66 0.46
Bocce Courts 4.09 4.83 0.74
Boating & Fishing 4.07 4.63 0.56
Golf Cart Washing Station 3.77 4.51 0.74
Kayak Storage 3.40 4.43 1.03
Dog Park 3.35 4.54 1.19
IMPORTANCE VS.
SATISFACTION
© 2019 Club Benchmarking
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The top five areas of importance to Jonathan's Landing POA residents are:
1. Cleanliness of the Community
2. Security
3. Responsibility of Spending POA Funds
4. Landscaping and Aesthetics in the Common Areas
5. Financial Transparency
The bottom five areas of importance to residents are:
1. Bocce Courts
2. Boating & Fishing
3. Golf Cart Washing Station
4. Kayak Storage
5. Dog Park
The areas of highest satisfaction for Jonathan's Landing POA residents are:
1. Cleanliness of the Community
2. Walking
3. Security
4. Bicycle Riding
5. Culture
The areas of least satisfaction for Jonathan's Landing POA residents are:
1. Responsibility of Spending POA Funds
2. Dog Park
3. Golf Cart Washing Station
4. Kayak Storage
5. Hotwire
IMPORTANCE VS.
SATISFACTION
© 2019 Club Benchmarking
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The average of importance and satisfaction was 5.30 and 4.94. Based on the recommended industry benchmark and target, each question was positioned in one of the four areas:
• Keep Up the Good Work: High Importance and High Satisfaction Cleanliness, Security, Landscaping and Aesthetics, Culture, Walking, Bicycle Riding, Maintenance, Signage
• Concentrate Here – High Importance but Low Satisfaction Financial Transparency, POA Management Performance, Board of Directors Performance, Lake Maintenance, Hotwire
• Low Priority - Low Importance and Low Satisfaction Marketing, Gazebos, Real Estate Office, Boating & Fishing, Golf Cart Washing Station, Kayak Storage, Dog Park
• Possibly overkill - Low Importance but High Satisfaction South Recreational Area & Bathroom Facilities, Butterfly Island, Playground
The areas with “Concentrate Here” should take priority to increase residents’ satisfaction.
Communication
Marketing of the Community
Culture
Financial Transparency
Landscaping and Aesthetics in the Common Areas
Maintenance of the Sidewalks
Cleanliness of the Community
Board of Directors Performance
POA Management Performance
Security
Boating & Fishing
Lake Maintenance
Signage in Community
Playground
Walking
Bicycle Riding
Dog Park
Gazebos
Butterfly Island
South Recreational Area
South Recreational Bathroom Facilities
Kayak Storage
Golf Cart Washing Station
Real Estate Office
Hotwire
Bocce Courts
3.00
3.50
4.00
4.50
5.00
5.50
6.00
6.50
7.00
3.00 3.50 4.00 4.50 5.00 5.50 6.00 6.50 7.00
Imp
ort
ance
Satisfaction
IMPORTANCE VS.
SATISFACTION
Keep up the good work Concentrate Here
Possibly Overkill Low Priority
© 2019 Club Benchmarking
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Importance and Satisfaction by Female
IMPORTANCE VS.
SATISFACTION
Importance Satisfaction Difference
Responsibility of Spending POA Funds 6.40 4.61 (1.79)
Financial Transparency 6.31 4.78 (1.53)
POA Management Performance 6.26 4.83 (1.43)
Board of Directors Performance 6.21 4.83 (1.38)
Landscaping and Aesthetics in the Common Areas 6.31 4.98 (1.33)
Hotwire 5.67 4.41 (1.26)
Maintenance of the Sidewalks and Gutters 6.24 4.99 (1.25)
Lake Maintenance 6.02 4.87 (1.15)
Communication 6.35 5.30 (1.05)
Security 6.53 5.49 (1.04)
Culture 6.16 5.36 (0.80)
Cleanliness of the Community 6.51 5.82 (0.69)
Signage in Community 5.68 5.24 (0.44)
Walking 6.15 5.79 (0.36)
Marketing of the Community 5.22 4.90 (0.32)
South Recreational Bathroom Facilities 5.21 5.10 (0.11)
Butterfly Island 5.18 5.09 (0.09)
Bicycle Riding 5.35 5.43 0.08
South Recreational Area 5.00 5.22 0.22
Real Estate Office 4.37 4.80 0.43
Gazebos 4.44 4.99 0.55
Playground 4.49 5.08 0.59
Boating & Fishing 4.02 4.68 0.66
Bocce Courts 4.08 4.79 0.71
Golf Cart Washing Station 3.85 4.62 0.77
Kayak Storage 3.59 4.59 1.00
Dog Park 3.35 4.64 1.29
© 2019 Club Benchmarking
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Importance and Satisfaction by Male
IMPORTANCE VS.
SATISFACTION
Importance Satisfaction Difference
Responsibility of Spending POA Funds 6.22 4.76 (1.46)
Financial Transparency 6.14 4.73 (1.41)
Board of Directors Performance 6.08 4.78 (1.30)
POA Management Performance 6.13 4.88 (1.25)
Landscaping and Aesthetics in the Common Areas 6.23 5.24 (0.99)
Hotwire 5.27 4.31 (0.96)
Communication 5.93 5.00 (0.93)
Culture 6.06 5.20 (0.86)
Lake Maintenance 5.70 4.85 (0.85)
Maintenance of the Sidewalks and Gutters 6.04 5.23 (0.81)
Security 6.43 5.64 (0.79)
Marketing of the Community 5.14 4.52 (0.62)
Cleanliness of the Community 6.41 5.91 (0.50)
Signage in Community 5.35 5.11 (0.24)
Walking 5.84 5.69 (0.15)
South Recreational Bathroom Facilities 5.04 5.10 0.06
Bicycle Riding 5.20 5.31 0.11
South Recreational Area 4.86 5.13 0.27
Butterfly Island 4.98 5.31 0.33
Real Estate Office 4.13 4.64 0.51
Boating & Fishing 4.15 4.71 0.56
Playground 4.46 5.02 0.56
Gazebos 4.20 4.83 0.63
Bocce Courts 4.11 4.95 0.84
Golf Cart Washing Station 3.69 4.53 0.84
Dog Park 3.35 4.56 1.21
Kayak Storage 3.25 4.46 1.21
© 2019 Club Benchmarking
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Security services that need improvement
The survey asked the residents to, on a scale of 1 to 7 with 7 being the highest, provide
their level of agreement on the specific areas of improvement needed with the security
services. In the chart above, the areas with the highest scores should be the main focus
for security going forward.
SECURITY
SERVICES
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How satisfied are you with security services?
Residents were asked to rate their level of satisfaction with the following security
aspects on a scale of 1 to 7 with 7 being the highest level of satisfaction.
SECURITY
SATISFACTION
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If you could change one thing about security, what would it be? (190 Comments)
The above percentages will not add up to 100% because each comment is labeled with a “topic” or multiple
“topics” depending on the information provided. This allows us to better quantify specific areas of interest
within each qualitative question.
Residents of Jonathan’s Landing would like to see increased training and consistency
with the guards. 12% of the comments referenced inconsistency with saying hello to
residents or opening the guest/vendor gate without checking to see if the automatic
gate is already up. Residents would like to see increased patrols via waterways, outside
perimeter and throughout each village. Several comments suggested providing the
guards with golf carts to increase their presences within the community. This will also
allow guards to stop and say hello to residents and better interact as well as patrol areas
where vehicles cannot access.
12% 12%
11%
8%7%
6%5% 5%
4%3% 3% 3% 3%
3%2%
2%1%
0%
2%
4%
6%
8%
10%
12%
14%
SECURITY
IMPROVEMENTS
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What is your current level of service from Hotwire?
HOTWIRE SERVICE
Basic
Enhanced TV
Something
else
© 2019 Club Benchmarking
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We should be improving and preserving the existing POA facilities.
88.89% of the residents agree that Jonathan’s Landing needs to continuously be
improving and preserving the existing facilities. We have learned from the Important vs.
Satisfaction section that residents would like to see more financial transparency as well
as more appropriate spending of community capital funds.
COMMUNITY
IMPROVEMENTS
Strongly
Agree
Agree
Somewhat
Agree
Other
© 2019 Club Benchmarking
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We should be enhancing….
Enhancing our community’s landscaping received the highest percentage of residents
with 86.77% agreeing to that statement.
COMMUNITY
IMPROVEMENTS
Community
landscaping Irrigation
system
Water control system
Organized events
© 2019 Club Benchmarking
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If you could change one thing with the facilities and amenities, what
would it be? (202 Comments)
The above percentages will not add up to 100% because each comment is labeled with a “topic” or multiple
“topics” depending on the information provided. This allows us to better quantify specific areas of interest
within each qualitative question.
Residents of Jonathan’s Landing are particularly interested in enhanced landscaping
throughout the community (16% of the comments). Residents would like to see less
hedges and more color. This coincided with their desire to have the front entrances
enhanced. Often referencing the beauty of other communities in the area. Another
topic of discussion was the opening of the Central Gate for just resident usage.
16%
14%
11%
7%6%
5% 5%4% 4%
4% 4% 4% 4% 4%3% 3%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
COMMENTS
© 2019 Club Benchmarking
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I am in favor of funding the opening of the Central Gate.
We can see above the community is split on funding the opening of the Central Gate.
We received numerous comments and suggestions on the Central Gate being utilized
for residents only because of the traffic growing at the other gates.
COMMUNITY
IMPROVEMENTS
Agree
Somewhat Agree
Strongly Agree
Dis
ag
ree
Neutral
Ag
ree
© 2019 Club Benchmarking
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Given Jonathan's Landing's aging infrastructure, landscaping and irrigation,
please provide your level of agreement to support increased fees to complete a
phased multi-year replacement plan?
Given our aging infrastructure, when incremental funding is needed for priority
repairs/replacements, how would you prefer to support?
COMMUNITY
IMPROVEMENTS
Strongly
Agree
Agree
Somewhat
Agree
One-time
special
assessment
Increase in
annual POA fees
going forward
Other
Multi-year partial
special assessments
Neutral or
Disagree
© 2019 Club Benchmarking
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Satisfaction with Jonathan's Landing's POA governance performance:
There is room for improvement in the above areas for overall governance with the board
of directors and the committee structure. The benchmarking standard is a mean score
of 5.50.
GOVERNANCE
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Are you aware of the activities of the President's Council?
The President's Council (Forum of HOA Presidents) is beneficial to me.
GOVERANCE
Strongly
Agree
Agree
Somewhat
Agree
Neutral
Disagree
Yes
No
© 2019 Club Benchmarking
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Do you know where to find the following POA documents?
Do you think the following POA documents are relevant?
GOVERNANCE
Yes
Yes
No
No No
No
Yes
Yes
Yes
Yes
No
No
© 2019 Club Benchmarking
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Do you have an awareness and understanding of the following POA documents?
Do you feel the enforcement of the following POA documents are consistently
applied?
GOVERNANCE
No
Yes
Yes
No
No
No
No
Yes
Yes
© 2019 Club Benchmarking
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Should the POA provide more education and communication on the
following POA documents of our community?
GOVERNANCE
No No
Yes Yes
© 2019 Club Benchmarking
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How often do you think the POA should look at the Rules &
Regulations of the association for relevancy, consistency and potential
updating?
GOVERNANCE
Annually
Bi-annually
As Needed
© 2019 Club Benchmarking
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Do you know the purpose of the POA's Design Control Board?
Do you know when and how to comply with the POA’s Design Control Board
rules and regulations?
GOVERNANCE
Yes
Yes
No
No
© 2019 Club Benchmarking
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Have you served on a POA committee(s)?
I am willing to serve on a POA committee.
GOVERNANCE
Yes
Yes
No
No
© 2019 Club Benchmarking
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Please rank the following current POA community channels of
communication in order of your preference with 1 being your most
preferred method of communication and 5 being your least.
The survey asked the residents to rank the level of importance with the following
communication channels with 1 being the most important and 5 being the least
important. Above, the areas of most importance start from the left to right.
COMMUNICATION
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Please rate your level of agreement with
the following communication areas:
Jonathan’s Landing has room for improvement with their communication to the
residents. We received multiple comments within the survey regarding distribution of
board minutes, financial transparency as well as updating the current website.
COMMUNICATION
© 2019 Club Benchmarking
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How often do you use the POA's website?
COMMUNICATION
Weekly
Monthly
Never
© 2019 Club Benchmarking
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If you have been here at Jonathan's Landing for less than 5 years,
what were the top 3 reasons why you chose to live in JL? (123 Comments)
The word cloud is an image composed of the words provided in survey responses, in
which the size of each word indicates its frequency or importance.” So, the more often
a specific word appears in resident responses, the bigger and bolder it appears in your
word cloud.
REAL ESTATE
© 2019 Club Benchmarking
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If you have been here at Jonathan's Landing for more than 5 years,
what are the top 3 reasons that keep you living here in JL? (325 Comments)
REAL ESTATE
© 2019 Club Benchmarking
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Do you feel your home has appreciated since you have moved here?
Do you have any major improvements to your property planned for
the near future?
REAL ESTATE
Yes
Yes
No
No
© 2019 Club Benchmarking
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Is this your primary or secondary home?
If this is your secondary home, where is the location of your primary
home? (State or Country)
REAL ESTATE
Primary
Secondary
© 2019 Club Benchmarking
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Do you anticipate purchasing another home in Jonathan's Landing
within the next 5 years?
REAL ESTATE
Yes
No
Maybe
© 2019 Club Benchmarking
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Number of additional Jonathan's Landing residences your immediate
or extended family own?
Number of different villages in Jonathan's Landing you have owned
and/or lived including your current residence?
REAL ESTATE
0
1
≥2
1
2
≥3
© 2019 Club Benchmarking
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I moved to Jonathan's Landing from...
REAL ESTATE
Connecticut
Florida
New Jersey
New York
Pennsylvania
All others
© 2019 Club Benchmarking
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What do you like best about Jonathan's Landing? (390 Comments)
The above percentages will not add up to 100% because each comment is labeled with a “topic” or multiple
“topics” depending on the information provided. This allows us to better quantify specific areas of interest
within each qualitative question.
Proximity to Jupiter, Palm Beach, the ocean and the airport are all reasons why the
residents of Jonathan’s Landing feel the location of the community is one of its best
features. Many of the residents also believe their fellow neighbors and the culture of
the community influence the satisfaction they receive from living within the community.
With 54% of the survey respondents belonging to the Golf Club we can correlate the
21% of the comments that the golf club is another influential reason in resident
satisfaction with living in Jonathan’s Landing.
30%28%
21%19%
15% 14%
6%4% 4% 4%
0%
5%
10%
15%
20%
25%
30%
35%
GENERAL RESIDENT
QUESTIONS
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What do you like least about Jonathan's Landing? (345 Comments)
The above percentages will not add up to 100% because each comment is labeled with a “topic” or multiple
“topics” depending on the information provided. This allows us to better quantify specific areas of interest
within each qualitative question.
17% of the comments revolved around the aging infrastructure within Jonathan’s
Landing. Residents feel the landscaping, signage and community facilities and homes are
outdated. Many of the comments (13%) referenced the lack of communication, financial
transparency and direction of the POA Board of Directors. Residents would also like to
see an increased sense of community through events aimed specifically for the
residents. Several comments mentioned that if you are not a member of the golf club, it
is hard to make friends with other residents. Security was another area where residents
would like to see better policing of speeding vehicles, opening of the Central Gate and a
more streamlined process when entering the community to reduce traffic.
17%
13% 13%12%
7% 7% 7%6%
5% 5%3% 3%
2% 2% 2% 2%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
20%
GENERAL RESIDENT
QUESTIONS
© 2019 Club Benchmarking
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Please identify 1-3 POA services the POA should consider adding to
continue attracting and retaining JL residents.
The above percentages will not add up to 100% because each comment is labeled with a “topic” or multiple
“topics” depending on the information provided. This allows us to better quantify specific areas of interest
within each qualitative question.
18% of the comments from residents either recommended no changes and to continue
what is currently offered. Closely behind that, residents suggested adding additional
amenities to the property such as pickle ball, croquet courts, a community pool and a
restaurant for the residents. Pickle ball represented half of the comments about adding
additional amenities. Residents suggested purchasing the marina back if it were to come
available for resident boat access, a larger community space and reopening the closed
restaurant. Many of the comments suggested enhancing the front entrances and
signage as well as the overall landscaping of the community. Residents recommended
addressing the aging facilities and sidewalks throughout Jonathan’s Landing. Lastly,
residents believe increased programing or events for will help build the community and
entice new homebuyers.
18%17%
11%9% 9%
8% 8%7%
5% 5% 5%4% 3%
2%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
20%
GENERAL RESIDENT
QUESTIONS
© 2019 Club Benchmarking
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Do you own any pets?
Do you use the Dog Park?
RESIDENTS
INFORMATION
Yes
Yes
No
No
© 2019 Club Benchmarking
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Are you a JL Golf Club Member?
I have been a resident at Jonathan's Landing since...
On average, residents have lived at JL for 14.7 years.
7%
15%
19%
31%
19%
8%
0%
5%
10%
15%
20%
25%
30%
35%
1 to 2 Years 3 to 5 Years 6 to 10 Years 11 to 20 Years 21 to 30 Years 31 to 40 Years
RESIDENTS
INFORMTION
Yes No
© 2019 Club Benchmarking
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Months you are personally in residence at Jonathan's Landing.
Jonathan’s Landing is typical of Southeast Florida in terms of seasonality. January
through April is the busiest period, followed by November and December, and then
October and May. 38% of the residents indicated they were at JL year-round.
97% 98% 98% 96%
77%
48%42% 40% 42%
76%
88%81%
38%
0%0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
RESIDENTS
INFORMATION
Jan
Feb
Mar Apr
May Oct
Nov
Dec
All
others
© 2019 Club Benchmarking
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If you have a boat, where do you keep it docked?
I live in ____ village.
RESIDENTS
INFORMATION
West Bay
Baytown
Casseeekey Island
Crosswinds
Lantern Bay
Traders Crossing
Windrift
All
others
Waterbend
At My
Private
Home
At the SunTex Marina
Other
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Gender
I was born in...
The average age of the survey respondents is 72 years old.
10%
12%
18%
25%
19%
15%
0%
5%
10%
15%
20%
25%
30%
60 Years orYounger
61 to 65 YearsOld
66 to 70 YearsOld
71 to 75 YearsOld
76 to 80 YearsOld
81 Years orOlder
DEMOGRAPHICS
Female Male