Lincoln Military Housing received both the Platinum A-List and A-List Awards for service excellence after residents rated their experience as either "outstanding" or "very good" (the top two ratings available) in the 2019 annual Resident Satisfaction Survey (RSS). This annual survey is one of three metrics that government partners utilize in measuring resident satisfaction with PPV housing managers. The other two feedback surveys are done at move-in and after a completed work order.
In the recent article, "Resident Satisfaction and Participation Increase in Fall 2019 PPV Survey," Greg Wright, the CNIC housing director, stated, "With increased resident participation, we gain better insight into where CNIC and our housing partners are getting it right and where we need continued focus. The 10 percent increase in response rate is really the best news out of the survey because it means we have a clearer picture of where we are at with improvements to PPV housing."
Each year, residents are asked yearly to participate in the RSS survey program through CEL & Associates Inc., a real estate consulting firm and a national provider of resident satisfaction surveys. The RSS focuses on three satisfaction indexes- Overall Satisfaction, Property Satisfaction, and Service Satisfaction. Most importantly, it provides an opportunity for residents to share their opinion about the condition of the home, including questions that encompass their overall living experience. Specific topics covered in the survey include customer service, maintenance, staff responsiveness, home quality, community appearance, and amenities. In May of 2019, the Navy sent an Out of Cycle survey, and, in comparison, this more recent survey resulted in residents giving scores averaging 15 percent higher across the Lincoln portfolio.
By gathering this feedback from our military families, Lincoln Military Housing can gain immediate and actionable information from our communities and have better insight into the experience we are providing our families. Feedback from residents allows us to improve operations, service, and performance through open communication. Through this process, we are also able to build stronger relationships with our residents.
"Our mission is to provide the best service and quality homes to all our service members and their families, so it is particularly rewarding to hear that they believe our team is meeting those high standards," said Philip Rizzo, Chief Operating Officer and Co-Chief Executive Officer for Lincoln Military Housing.
"And while we appreciate these high ratings, we will continue to look for every way we can make our service and homes even better for our military community."
Since 1998, the Platinum A-List Awards and A-List Awards for Customer Service Excellence have been considered among the most sought-after recognition programs within the industry for measuring property performance and evaluating resident satisfaction. These awards have become the National Standard for Service Excellence.
At Lincoln Military Housing, there were 27 recipients of the Platinum A-List Award, including housing at NAS Fallon, NB San Diego, NAVACAD Annapolis-Kinkaid Rd, NSASO- NSF Dahlgren, Carolina Meadows, Cypress Way, NAVSTA Flags, Hampton Roads, Mechanicsburg Enlisted and Officer, and MCB Camp Lejeune, Heroes Manor.
In addition, there were 70 recipients of the A-List Awards, including communities at MCAGCC Twentynine Palms, MCAS Yuma, MCB Camp Pendleton, and MCB Quantico, NAWS China Lake, NAF El Centro, NAS Lemoore, NB San Diego, NAV BASE Ventura, NAVACAD Annapolis N Severn, NAVACAD Annapolis- Officers Navy Yard, NAVACAD Annapolis Perry Circle, NSASP- NSF Dahlgren Field Grade Sampson, NSASP-NSF Dahlgren Townhomes, NSASP-NSF Dahlgren Welsh Road, Pecan Crescent, Sewells Point-Enlisted, Stanley Court, Village at Whitehurst Farms, and AWCACDV Patuxent River.