NPS in strata is a topic that’s been coming up more and more in our conversations with clients. With developments becoming increasingly complex, staffing costs on the rise, and the current economic landscape putting pressure on margins, many strata management companies are exploring ways to generate additional revenue streams.

But here’s the thing, while diversifying income is important, your most powerful pricing strategy doesn’t have to just start with adding new services. It starts with something you should already be doing, delivering an exceptional client experience.

At resvu, we’re passionate about helping managers create that experience every day. Because in this industry, client satisfaction is a lever that can justify your fees, win committee trust, and ultimately turn clients into your greatest advocates – which is amazing for business! (we’ll talk about that below)

For ease, we’ve split this post into part 1 and part 2, because we have *a lot* of thoughts on the topic.

Part 1: Justifying your pricing strategy through a positive client experience

Lately, we have been talking a lot about the relationship between data, client experience, and pricing power in strata management.

In our recent webinar in partnership with SCA NSW (thanks for having us, Natalie Fitzgerald!! 💙), Daniel from our integration partner Stratamax raised a great point about the power of promoters – the clients who do not just like your service, but actively advocate for it.

Having promoters is good for business. They are less concerned about pricing and will speak on your behalf. Advocacy from a happy client will always carry more weight than anything you can say as a brand.

Just read this case study from our happy client Stratacare.

But advocacy does not just happen. You need to prove your value in ways that are measurable and meaningful, over and over again. Embedding feedback into your company culture and seeing it as a strategic tool rather than criticism is mindset shift step one.

Strong advocacy can directly support your pricing strategy. When committees are having conversations about your brand, and those conversations are positive, backed by real experiences and results, price becomes a secondary consideration. Advocacy shifts the conversation from “is this worth it?” to “we would be crazy to switch.”

It all comes down to a balance of these two points:

Quantitative data: Metrics like time-to-close, service level agreement performance, and email enquiry reduction give you hard proof that you are delivering.

Qualitative insights: NPS feedback, committee testimonials, and lot owner satisfaction bring those numbers to life and explain why they matter.

Balancing both puts you in a stronger position to:

• Justify your pricing with confidence

• Win committee trust with irrefutable proof

• Turn satisfied clients into long-term advocates

In strata, committees ultimately choose who manages their building. If you can show, with numbers and with voices, that you deliver exceptional service, you are giving them every reason to choose you.

Part 2: How NPS in strata supports your pricing strategy

One of the most effective ways to capture both the data and the sentiment behind client experience is through a Net Promoter Score (NPS) program.

NPS in strata management is more than a yardstick to see how people are feeling about you, it identifies your promoters – the advocates who can become your biggest asset in pricing discussions. These clients are more likely to recommend your services, renew their agreements, and view your pricing as an investment in quality rather than just another cost.

As Daniel from Stratamax highlighted in the webinar, real client feedback is ten times more powerful than any marketing or advertising you can produce. Pairing qualitative NPS feedback with operational metrics like response times, resolution rates, and follow-up frequency creates a complete, evidence-backed story of the value you deliver.

Our founder, Tom, adds that the purpose of collecting feedback is not only to improve service but to make your value visible to clients. Proactively sharing NPS results and other performance data with committees builds trust, strengthens your reputation, and helps you confidently defend your pricing 🤺

If you are delivering on responsiveness, follow-up, and transparency, committees are far less likely to push back on fees. Instead, they see your service as something worth investing in for the long-term health and harmony of their building.

Final thoughts: Proving your value is not a one-off exercise. With NPS in strata, you gain a consistent way to track advocacy, showcase measurable outcomes, and demonstrate why your service is worth the investment. When you do this consistently, pricing becomes less about negotiation and more about mutual agreement on value.

The 80/20 rule, or Pareto Principle, shows that a small portion of inputs (20%) often accounts for the majority of results (80%).

In the workplace, it’s a useful framework to highlight where minimal effort can lead to significant returns. In community management, this means focusing energy on high-impact activities like building client relationships or engaging in strategic planning, that drive real value.

The 80/20 Rule in Community Management

In Community management, the 80/20 rule often plays out, but usually not to your advantage. Most of your time, energy, and resources 80% are consumed by just 20% of repetitive, low-value tasks. These include tracking email chains, chasing manual approvals, or endless follow-ups.

These inefficiencies do more than waste time, they drain productivity, contribute to staff burnout, and increase operating costs. This is an issue the industry is all too familiar with.

How to Apply the 80/20 Rule?

To flip the 80/20 rule, start by auditing your team’s tasks. Identify where time is spent on low-value activities and ask:

• Are there tasks that regularly consume our time but don’t drive growth?
• What are the areas where small changes could make a big difference to our service or operations?

Once you’ve identified these tasks, look for ways to automate or delegate them. Shifting your team’s focus to high-impact activities improves client satisfaction and also helps scale your operations efficiently. Reducing administrative burden empowers managers to focus on tasks that build stronger relationships and deliver a higher level of service.

Automate, Streamline, and Scale with resvu

resvu streamlines your operations by automating repetitive processes and centralising communication, giving your team back valuable time.

• Automated workflows: Reduce inbox clutter by automating approvals and repetitive tasks.
• Centralised communication tools: Keep everything organised in one place, so follow-ups and updates are easy to manage.
• Self-service tools: Enable lot owners to manage requests on their own, freeing your team to focus on more valuable work.

Start to Focus on High-Impact Work

With resvu, your team can shift focus from busywork to activities that truly drive value:

• Building connections with homeowners and stakeholders.
• Scaling operations sustainably without overwhelming managers.
• Enhancing client satisfaction with proactive communication and seamless service.

By flipping the 80/20 rule, resvu empowers strata management companies to work smarter, not harder. Reducing email volume and freeing up staff to perform at their best.

The 80/20 rule can work for you, but only if you have the right tools. resvu equips managers to take control, focus on what matters most, and deliver the kind of service that builds trust and grows communities.

In today’s fast-paced strata management industry, operational efficiency is essential. With increasing market pressures, many companies are turning to resvu to help solve critical inefficiencies. We recently asked some of our new clients why they chose resvu and what inefficiencies  they’re looking to overcome. Here’s what we learned.

1. Improved Efficiency

For many of our clients, the need for better efficiency and streamlined operations is the driving factor behind choosing resvu. Strata managers face a constant flow of requests, maintenance issues, and communication that can bog down their teams. resvu’s platform is built to simplify these processes, allowing managers to spend less time on manual tasks and more time focusing on delivering value to their cleints.

2. Lot Owner Experience

A smoother, more transparent experience for lot owners is another priority for our clients. resvu makes it easier for lot owners to access levies, submit maintenance requests, or complete applications—all through self-service tools that reduce back-and-forth communication. By providing lot owners with greater autonomy and easier access to information, resvu improves satisfaction and reduces friction in the management process.

3. Tech-Forward Solutions

As companies seek to modernise and become more tech-savvy, resvu’s platform stands out. Many clients are particularly excited about our newly released job management tool. Centralise requests, manage quotes and work orders with resvu’s integrated contractor database. Enjoy clear visibility, reduce back-and-forth communication, and keep your committee informed with real-time updates.

4. Staff Well-being

Burnout and high turnover are major concerns in strata management. Our clients recognise that resvu can help alleviate staff stress by reducing internal email loads and automating repetitive tasks. Think of the 80/20 rule – in strata we often see 80% of time consumed by 20% of repetitive, low-value tasks. These tasks, like managing endless email chains, manual approvals, or follow-up calls take away valuable time that could be spent on higher-impact work.

By improving workflow efficiency, resvu empowers management teams to work more effectively, reducing overwork and helping to address challenges like sick leave and mental health. The result? A happier, healthier team.

5. Client Experience Focus

Providing a personalised service while scaling is a major challenge for growing businesses. Many of our clients value resvu for its ability to maintain a high level of client service while managing larger portfolios. Whether through improved communication tools or streamlined processes, resvu helps businesses keep their customer service top-notch, ensuring that lot owners feel supported and engaged.

6. Modernisation of Processes

Outdated processes can hold businesses back from reaching their full potential. resvu is integral to many of our clients’ transformation strategies, enabling them to modernise their workflows and adopt more efficient practices. By replacing manual, time-consuming tasks with automated, tech-driven solutions, resvu helps companies evolve and improve the overall experience for both staff and lot owners.

7. Scalability

As businesses expand, managing growth while maintaining quality service becomes increasingly difficult. resvu’s platform is designed to scale alongside our clients’ needs, allowing them to handle larger portfolios without compromising operational efficiency or service quality. With resvu, companies can confidently grow their business, knowing they have the tools in place to support their future success.

At resvu, we’re committed to helping our clients overcome their biggest efficiency challenges. From streamlining daily operations to modernising outdated processes, resvu provides the tools necessary to thrive in today’s crazy market.

Just like tracking a parcel brings peace of mind by showing you each step of its journey, transparent community management builds trust by keeping everyone informed. For those managing multiple properties, the complexities and demands of the job have grown exponentially.

With resvu, every phase of the management process is visible, from making a request to its resolution—similar to tracking a delivery from start to finish.

This transparency ensures all stakeholders are updated at every stage, minimising uncertainty and boosting satisfaction. Adopting this approach in community management not only meets expectations but significantly enhances them, laying a solid foundation of trust as reliable as watching your delivery make its way to your doorstep.

Fragmented Traditional Management

Traditionally, community management has been run on fragmented communication. Managers often juggle countless emails and calls, with requests piling up and critical information slipping through cracks. Imagine a typical scenario where a simple request about a broken tile escalates into a drawn-out email saga, involving multiple stakeholders and leading to frustrating delays and miscommunication. This old-school approach not only strains managers and resources but also strains relationships with lot owners and committees due to the lack of transparency and slow response times.

In comes resvu,

resvu transforms this chaotic landscape by centralising communication and automating administrative tasks. With resvu, every request from lot owners enters a streamlined workflow, visible to all relevant parties from start to finish. This not only cuts down on email clutter but ensures that everyone is on the same page, enhancing trust and satisfaction.

• Unified Communication: resvu centralises all communications, ensuring that updates and decisions are transparent and accessible. Gone are the days of back-and-forth emails. Now, everything from maintenance requests to committee decisions is tracked and visible in real-time. Now everyone can remain informed and engaged throughout the request process.

• Proactive Task Management: By automating routine tasks, Resvu allows managers to focus on what truly matters—building relationships and improving service quality.

• Efficient Decision Making: With digital tools for collaboration, committee decisions that used to take weeks can now be made swiftly. resvu’s platform facilitates easier and faster consensus, improving operational efficiency and reducing downtime for maintenance issues.

Managers report significant reductions in daily stress and overtime, thanks to more efficient workflows and clear communication channels. Furthermore, the improved transparency and efficiency lead to better retention rates and the ability to attract new clients, bolstering profitability and growth.

“Integrating resvu into our operational routine has proven to be a game-changer. Not only has it become an integral part of our daily operations, but it has also significantly optimised our workflow. Its intuitive design and powerful features simplify tasks, making the entire process more streamlined and efficient. The ease with which our team and clients have been able to adapt to Resvu underscores its user-friendly interface and the efficacy of its functionality.”

Where better service begins

According to the Macquarie Strata Benchmarking report, high performing management companies are using more tech, and 75% of them are saying they will invest in the next 12 months to improve business performance. Ensuring that they’re running at peak operational efficiency and client satisfaction, setting a new standard in the industry.

You can read more about the relationship between high performers and technology here

Ready to make the switch to smarter, more transparent community management? Discover how Resvu can make a difference in your properties and help you manage with confidence and ease.

In the community management industry, the difference between reactive and proactive service can make or break a companies (or a communities) success.

Reactive service responds to issues after they occur, often leading to delays and frustration. This approach is problematic for several reasons:

1. Longer resolution times: When an issue arises unexpectedly, it takes time to diagnose the problem, allocate resources, and implement a solution. This delay can cause significant inconvenience and disruption for residents, especially if it involves essential amenities or services.
2. Higher costs: Reactive maintenance and repairs are typically more expensive than planned, preventative maintenance. Emergency repairs often require premium service fees, rush orders for parts, and overtime labor costs.
3. Resident dissatisfaction: Unexpected issues and prolonged resolution times can lead to frustration and a negative perception of the community management company’s service quality. Residents may feel their concerns are not being addressed promptly or effectively.
4. Increased workload: Reactive service often results in a flood of inquiries and complaints from residents, overwhelming community managers and customer success teams with a high volume of communication to manage.
5. Potential safety risks: In some cases, reactive service can pose safety risks if issues are not addressed promptly. For example, a malfunctioning elevator or security system could compromise the safety of residents and their property.
6. Lack of transparency: Reactive service often involves ad-hoc communication methods, such as posting notices in common areas, which can lead to missed messages and a lack of transparency for residents.

In contrast, proactive management anticipates problems before they happen, ensuring smoother operations and higher resident satisfaction. This approach offers several key benefits:

1. Preventive maintenance: By regularly inspecting and maintaining community assets, proactive management can identify potential issues early and address them before they escalate into larger problems. This prevents unexpected breakdowns and ensures that amenities remain functional, reducing disruptions to residents.
2. Efficient resource allocation: With a proactive plan in place, community management companies can allocate resources more effectively, scheduling maintenance during off-peak hours or when residents are less likely to be impacted. This minimises the need for emergency repairs and ensures that resources are used optimally.
3. Improved communication: Proactive management involves regular communication with residents about upcoming maintenance, planned upgrades, and any potential disruptions. This transparency helps set realistic expectations and reduces the likelihood of complaints or frustration when issues do arise.
4. Enhanced resident experience: By anticipating and addressing problems before they occur, proactive management creates a smoother, more seamless experience for residents. They can enjoy uninterrupted access to community amenities and services, fostering a greater sense of satisfaction with their living environment.
5. Cost savings: Preventive maintenance and planned upgrades are generally less expensive than reactive repairs. By addressing issues early, community management companies can avoid the higher costs associated with emergency fixes and minimise the need for extensive renovations down the line.
6. Increased property values: Well-maintained communities with a reputation for excellent service tend to have higher property values. Proactive management helps maintain the aesthetic appeal and functionality of the community, making it an attractive place to live and invest in.

By anticipating problems and taking a proactive approach, community management companies can create a more positive, reliable, and cost-effective experience for residents, ultimately leading to higher satisfaction and a thriving community.

At Resvu, our CEO, Tom Welsby, whose journey was recently highlighted in this article, we’re committed to empower community management companies improve their operations through a proactive rather than reactive approach.

The Pool Pump Story: A Case Study in Proactive vs. Reactive Management

Consider a scenario where a pool pump is nearing the end of its lifecycle. In a reactive model, the pump would fail before any action is taken, leading to rushed repairs and potential pool closure, which inconveniences residents and pushes up maintenance costs.

In a proactive setting, scheduled maintenance can be arranged before the breakdown occurs. Automated communications can keep everyone in the loop, ensuring all stakeholders are informed and minimising disruptions to community life.

Benefits of Proactive Client Service

• Enhanced Resident Satisfaction: Proactive communication helps manage residents’ expectations and reduces frustration, leading to a more satisfied community.
• Cost Efficiency: Addressing issues before they become emergencies can significantly reduce maintenance costs. Preventative maintenance avoids the premium costs often associated with urgent repairs.
• Improved Service Quality: Proactive strategies enhance the overall quality of service by minimising disruptions and ensuring that all community amenities are functioning correctly.

Shifting to a Proactive Model with Resvu

In order to empower your team transition to proactive client service, you’ll need technology to facilitate this.

Resvu supports this transition by providing a comprehensive platform that includes:

• Self service tools: We empower homeowners to do everything from lodging maintenance requests to submitting pet applications for efficient processes.
• Proactive communication: Communicate with lot owners via push notifications, straight to their device.
• Centralised customer service platform: With one source of truth, your team all have access to the same information. Meaning if someone is on holiday, the team can pick up where they left off.

The shift from reactive to proactive client service in the community management industry is crucial for enhancing resident satisfaction, reducing operational costs, and improving service delivery. At Resvu, we are dedicated to empowering community management companies to overcome these hurdles and lead the charge towards a more efficient, secure, and satisfying future.

Ready to transform your community management approach with Resvu? Contact us today to learn how our solutions can tailor-fit your needs, helping you manage more effectively and grow sustainably.