Intake & Visibility01
Survey responses and unsolicited feedback are consolidated into a single store with community, role, and date.
- Unified feedback store
- Community + role tags
- Date-stamped responses
NPS Analytics · Independently Structured Workflow
NPS Analytics & Service Insight Workflow
An NPS analytics and service insight workflow I independently structured — organizing survey responses, qualitative comments, and operational signals into themed insight so leadership can see service trends, recurring concerns, and where sentiment is moving across communities.
Independently structured workflow project — operational coordination, analytics interpretation, and reporting logic by Karla Sunga. Portfolio visuals contain fictionalized or redacted sample data for presentation purposes.
NPS analyticsReporting logicStakeholder visibilityService trends
Workflow Overview
Operational lifecycle.
- 01Feedback Captureintake
- 02Theme Taggingactive
- 03Trend Reviewwatch
- 04Action Routingactive
- 05Stakeholder Reportresolved
Operational Dashboard
Visibility surface.
Fictionalized / redacted sample data — for presentation purposes
ksmotion · /feedback
Updated · just now
NPS · 6 mo trend
+48+5 vs last period
Promoters · 58%
Passives · 32%
Detractors · 10%
Theme Share
Communication38% +4
Responsiveness27% +2
Amenities18% −1
Billing11% −3
Vendor Mgmt6% 0
Detractor Follow-ups
- In ProgressRiverstone EstatesOwner: E. Vasquez
- Outreach SentStonebridge ManorOwner: M. Hale
- ScheduledGreythorn TerraceOwner: P. Shah
- ResolvedAshford HeightsOwner: J. Reyes
NPS Survey — All Submissions
12 of 63 responses
| Community | Submitted | Score | Conflict Resolution | Where to focus |
|---|---|---|---|---|
| Cedarbrook HOA | Mar 30 | 8 | — | fiscal, maintenance |
| Maple Ridge | Mar 30 | 5 | Maple Ridge | Defusing power and control |
| Northgate Village | Mar 30 | 8 | — | Maintenance and other community |
| Brookside Commons | Mar 30 | 8 | — | communication, managing concerns |
| Riverstone Estates | Mar 30 | 1 | Riverstone | Better board advisory |
| Ashford Heights | Mar 30 | 3 | — | Continued evaluation of policy |
| Linden Park Co-Op | Apr 2 | 6 | Linden | More CAM support when needed |
| Whitfield Crossing | Apr 3 | 8 | — | Changes happening right now |
| Stonebridge Manor | Apr 3 | 3 | — | Better homeowner communication |
| Harborview Towers | Apr 3 | 7 | Harborview | Legal representation clarity |
| Greythorn Terrace | Apr 3 | 3 | Greythorn | Response time on requests |
| Fairhaven Place | Apr 3 | 7 | Fairhaven | Continued vendor oversight |
Operational Metrics
Sample operational health.
Representative metrics that this workflow surfaces to operations leadership.
Responses (Mo)
412
+8%
NPS
+48
+5
Open Themes
9
Tracked
Detractor Follow-ups
17
−4
Process Breakdown
How the workflow operates.
Workflow Coordination02
Comments are themed (communication, responsiveness, amenities, billing) for repeatable analysis over time.
- Standard theme taxonomy
- Repeatable tagging
- Quote library per theme
Escalation Monitoring03
Detractor responses route to a follow-up board with owner, planned outreach, and resolution status.
- Detractor follow-up board
- Outreach plan per response
- Resolution status
Reporting & Communication04
Monthly insight reports translate raw feedback into trend lines, theme movement, and recommended actions.
- Trend lines per theme
- Theme movement deltas
- Recommended actions
Operational Recovery05
Recurring themes feed back into operational workflows so feedback drives structural change, not just acknowledgement.
- Theme → workflow feedback loop
- Structural change tracking
- Quarterly impact review
Outcome
Improved operational reporting visibility and client feedback coordination.
Tools Used
Workflow infrastructure.
Microsoft 365
Feedback intake forms, Outlook follow-up, and shared trend reporting.
Excel
NPS calculation, segmentation, and monthly trend tracking.
Monday.com
Detractor follow-up board and action ownership.
ChatGPT
Theme tagging assistance and comment summarization.
Notion
Personal documentation, insight write-ups, and portfolio structuring.
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