5000+
resident feedback responses across district facilities
30-point
increase in Happy Index in the Dog Park community space
Wait times
reduced in restaurant services with staff training initiative
Boosted
employee engagement and motivation from positive resident recognition
Enhancing resident experience through direct engagement
Sun ‘n Lake Improvement District is a special district in Highlands County, Florida, dedicated to enhancing the quality of life for its residents. With a focus on continuous improvement, the district manages various community spaces, including a restaurant, dog park, golf pro shop, and recreation areas.
They aim to provide a safe and enjoyable environment while ensuring residents’ voices are heard. To maintain high standards across their facilities, Sun ‘n Lake sought a solution that could provide direct insights into residents’ concerns and experiences.
Addressing Service Gaps and Community Concerns
Before implementing HappyOrNot, Sun ‘n Lake faced challenges in collecting and analyzing resident feedback efficiently.
Key issues included:
- Lack of direct feedback loops: Residents had concerns about services but lacked an easy way to communicate them.
- Slow response to issues: Identifying and resolving problems could take time.
- Low engagement levels: The district needed a method to proactively engage with the community and encourage participation in improving public spaces.
The team sought a data-driven approach to address these challenges, allowing them to make real-time adjustments based on actual resident experiences. Implementing HappyOrNot provided actionable insights, enabling faster response times and improved community satisfaction. Sun ‘n Lake empowered community members to directly influence improvements by actively incorporating resident feedback into decision-making and fostering a stronger sense of collective ownership.
”We wanted to know what things we can improve, and this helped us out a lot. We’re now getting that feedback – people tell us what they think and what we could do to make this a better community,” said Jamal.
How HappyOrNot Delivered Actionable Insights
Sun ‘n Lake adopted HappyOrNot’s real-time feedback system, deploying five feedback touch points across key community areas.
When residents reported issues related to a broken entrance gate at the dog park, raising concerns about pet safety, the district could swiftly respond by having the maintenance team repair the gate. This ensured that only authorized individuals could enter, improving security for pets and their owners while preventing potential hazards.
In the restaurant, slow service was a recurring issue raised in customer feedback. Residents expressed frustration about long wait times for food and inattentive service. In response, the district shared this feedback with the restaurant’s general manager, who implemented targeted staff training programs. These sessions focused on improving service speed, ensuring prompt food delivery, and enhancing attentiveness to diners’ needs. As a result, customer satisfaction at the restaurant saw a noticeable improvement.
Resident feedback has also led to increased employee engagement:
” Some people are called out by name positively, including how they are attentive to the customer. And I see employees want to do more and to go above and beyond in their positions because they want to be named or they want to see satisfaction rise to 100% for people that visit our restaurant.”
Stronger Community, Faster Improvements, Better Service
Since implementing HappyOrNot, Sun ‘n Lake Improvement District has transformed how it engages with residents, leading to measurable improvements across its community spaces. The Happy Index has surged in several locations in under a year:
- Dog Park: Increased from 67 to 98, following key safety improvements like fixing the broken gate.
- Restaurant: Improved from 71 to 86 after addressing slow service and implementing staff training programs.
- Community Pool: Rose from 65 to 77, reflecting better maintenance and responsiveness to resident concerns.
With the 5000 plus real-time feedback responses, the district has identified and addressed key concerns faster than ever before and built a more responsive, engaged, and satisfied community while improving the efficiency of its services.
About Sun ‘n Lake Improvement District
Sun ‘n Lake Improvement District is committed to enhancing resident satisfaction by maintaining high-quality public facilities and fostering a strong sense of community. By leveraging real-time feedback solutions, they continue to make data-driven decisions that improve daily life for their residents.
Improve community satisfaction with real-time feedback. Learn more about Sun ‘n Lake.