Jonathan’s Landing Residence Survey Report

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


2

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


3

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)


4

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


5

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


6

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


7

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


8

Importance and Satisfaction by Female

IMPORTANCE VS.

SATISFACTION







Hotwire 5.67 4.41 (1.26)




Security 6.53 5.49 (1.04)

Culture 6.16 5.36 (0.80)



Walking 6.15 5.79 (0.36)


South Recreational Bathroom Facilities 5.21 5.10 (0.11)

Butterfly Island 5.18 5.09 (0.09)




Gazebos 4.44 4.99 0.55






Dog Park 3.35 4.64 1.29


9

Importance and Satisfaction by Male

IMPORTANCE VS.

SATISFACTION







Hotwire 5.27 4.31 (0.96)


Culture 6.06 5.20 (0.86)



Security 6.43 5.64 (0.79)




Walking 5.84 5.69 (0.15)

South Recreational Bathroom Facilities 5.04 5.10 0.06



Butterfly Island 4.98 5.31 0.33




Gazebos 4.20 4.83 0.63



Dog Park 3.35 4.56 1.21



10

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


11

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


12

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


13

What is your current level of service from Hotwire?

HOTWIRE SERVICE

Basic

Enhanced TV

Something

else


14

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


15

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


16

If you could change one thing with the facilities and amenities, what

would it be? (202 Comments)




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


17

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


18

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


19

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


20

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


21

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


22

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


23

Should the POA provide more education and communication on the

following POA documents of our community?

GOVERNANCE

No No

Yes Yes


24

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


25

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


26

Have you served on a POA committee(s)?

I am willing to serve on a POA committee.

GOVERNANCE

Yes

Yes

No

No


27

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


28

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


29

How often do you use the POA's website?

COMMUNICATION

Weekly

Monthly

Never


30

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


31

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


32

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


33

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


34

Do you anticipate purchasing another home in Jonathan's Landing

within the next 5 years?

REAL ESTATE

Yes

No

Maybe


35

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


36

I moved to Jonathan's Landing from...

REAL ESTATE

Connecticut

Florida

New Jersey

New York

Pennsylvania

All others


37

What do you like best about Jonathan's Landing? (390 Comments)




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


38

What do you like least about Jonathan's Landing? (345 Comments)




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


39

Please identify 1-3 POA services the POA should consider adding to

continue attracting and retaining JL residents.




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


40

Do you own any pets?

Do you use the Dog Park?

RESIDENTS

INFORMATION

Yes

Yes

No

No


41

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


42

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


43

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


44

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


45

My current status is ...

What is your working status?

DEMOGRAPHICS

Single

Married without

children in home

Widow

Widower

All

others

Retired

Not

Working

Full-Time

Part-Time

Documents

Jonathan’s Landing Residence Survey Report