2025 Cullasaja HOA Survey Results and Summary
2025 HOA Survey Results & Metrics Review We’re pleased to report a strong response to the 2025 Cullasaja HOA Member Survey, with 193 Members participating—an increase from 175 responses in 2024. In addition to the quantitative feedback, we received 349 written comments, which are currently being reviewed in detail to identify opportunities for continued improvement. Overall, the results of the 2025 survey reflect a high level of HOA Member satisfaction. Notably, 94% of respondents expressed trust in the HOA to deliver a carefree mountain home living experience. The survey asked Members to rate their satisfaction across 40 departmental metrics. This year, a total of 6,704 individual ratings were submitted—353 more than last year. The breakdown is as follows: • 78% (5,199 of 6,704) rated Very Satisfied • 13% (849 of 6,704) rated More Than Satisfied • 7% (504 of 6,704) rated Satisfied
• 1.8% (122 of 6,704) rated Less Than Satisfied • 0.4% (30 of 6,704) rated Very Unsatisfied
2025 HOA SURVEY
TOTAL RATINGS VERY SATISFIED MORE THAN SATISFIED SATISIFED NOT SATISFIED VERY UNSATISFIED
929 888 747 659 989 616 711
693 696 626 516 712 427 505
139 113 100 133 100 115 72
75 71 47 32 60 67 43
21
1 1 3 4 5 4
Overall HOA
7 2 8
Community Appearance Security Department
R&M Department
109
31 17 19 17
Landscape Department
12
Outside Services Department
HOA Services
1165 6704
1024 5199
77
HOA Staff
849
504
122
30
TOTALS
In total, 98% of all ratings fell within the Satisfied to Very Satisfied range, with only 2% indicating dissatisfaction. Interestingly, just six Property Owners—representing 2% of respondents—accounted for 54% of all unsatisfactory ratings. Of those, three individuals were responsible for 46% of the “Very Unsatisfied” responses alone. All key metrics related to overall HOA satisfaction scored above 4.5 on a 5-point scale, underscoring the community’s continued confidence in the HOA’s performance: • HOA Staff Performance : 4.77 • Overall Satisfaction with Cullasaja HOA : 4.64 • Timeliness of Services Provided : 4.63 • Board Performance : 4.53 • Value of Services Provided : 4.52
The overall average of the 6,704 ratings in the 2025 Survey was 4.62 Please note: excluding window washing, all measured metrics rated 4.2 or higher on a 1 to 5 scale, meeting the HOA’s overall goal of maintaining 4.0 and above. Thank you to each property owner who took time to complete this year’s survey.
Overall HOA
Cullasaja HOA 2025 Satisfaction Survey - Overall HOA
Very Satisfied
More than Satisfied
Satisfied
Less than Satisfied Very Unsatisfied
Response
Rating
How would you rate the Cullasaja HOA Overall?
% of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings Average Count
HOA Staff Performance
84% 67% 71% 75% 75%
157
11% 21
4% 7
2% 3
4.77
188
HOA Board of Directors' Performance
120
19% 33
13% 24
1% 1
4.53
178
Value of Services Provided
129
14% 26
9% 17
5% 9
4.52
181
Timeliness of Services Provided
143
15% 28
8% 15
2% 3
0.5% 1
4.63
190
144
16% 31
6% 12
3% 5
4.64
192
Overall Satisfaction with your Cullasaja HOA
693
139
75
21
1
929
75%
15%
8%
2.3%
0.1%
90%
Neutral= 8%
Total % of Responses Unsatisfied= 2%
>= More than Satisfied=
97.6%
2025 to 2024
2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025
How would you rate the Cullasaja HOA Overall?
GAP 0.1
HOA Board of Directors' Performance
n/a
4.2
4.5
4.5
4.6
4.6
4.5
4.5
4.5
4.4
4.5
Timeliness of Services Provided
4.3
4.3
4.2
4.3
4.4
4.6
4.5
4.5
4.7
4.6
4.6
0.0
Value of Services Provided
4.5
4.4
4.5
4.4
4.3
4.5
4.4
4.5
4.5
4.5
4.5
0.0
Overall Satisfaction with your Cullasaja HOA
4.5
4.4
4.4
4.5
4.6
4.7
4.6
4.7
4.7
4.7
4.6
-0.1
Variety of Services Offered
n/a
4.4
4.5
4.6
4.5
4.7
4.7
4.7
4.6
4.5
4.5
0.0
HOA Staff Performance
4.6
4.5
4.4
4.6
4.6
4.7
4.7
4.8
4.8
4.7
4.8
0.1
OVERALL AVERAGE = 4.47
4.37 4.40 4.48 4.51 4.62 4.56 4.62 4.56 4.59 4.60
0.0
HOA Communications HOA communications (Email, Newsletter, Website and Annual Meeting Presentation) all rated between 4.56 and 4.76 on a 1 to 5 scale, showing the HOA Members are highly appreciative and satisfied with both the level of communication and the content. Community Appearance The metrics associated with the Community Appearance were also outstanding with the average of all ratings between “More than Satisfied” and “Very Satisfied” with the range being between 4.48 and 4.80 on a 1 to 5 scale; which shows HOA Members are more than satisfied with all common areas. The ratings show that 91% of the respondents are “More than Satisfied” or “Very Satisfied” with the measured metrics while only 0.8% are “Less than Satisfied” and 0.1% is “Very Unsatisfied”. The average of all ratings in this metric matched last year’s survey.
Cullasaja HOA 2025 Satisfaction Survey - Community Appearance
Very Satisfied
More than Satisfied
Satisfied
Less than Satisfied Very Unsatisfied
Response
Rating
Community Apperance
Average
Count
% of Whole # of Ratings
% of Whole
# of Ratings
% of Whole
# of Ratings
% of Whole
# of Ratings
% of Whole
# of Ratings
85% 85% 70% 66% 81%
164 164 109 104 155
9% 17 9% 17 18% 28 18% 28 12% 23
5% 10 6% 11 11% 17 14% 22 6% 11
1.0% 2
4.78 4.80 4.58 4.48 4.73
193 192 155 157 191
Front Entrance
Security Gate Area
0.6% 1 1.9% 3 0.5% 1
Butler Overlook
"Yacht" Club
1% 1
Community Landscaping & Roadsides
696
113
71
7
1
888
78%
13%
8%
0.8%
0.1%
0.9%
91%
Neutral= 8%
Total % of Responses Unsatisfied=
More than Satisfied=
2025 to 2024
How would you rate the Community Appearance
2015 2016
2017
2018
2019
2020
2021
2022
2023
2024
2025
GAP
Front Entrance
4.0
4.5
4.7
4.7
4.6
4.7
4.7
4.8
4.8
4.8
4.8
0.0
Front Gate Area
4.5
4.5
4.4
4.6
4.6
4.7
4.7
4.7
4.8
4.8
4.8
0.0
4.2
4.6
4.7
4.7
4.6
-0.2
Butler Overlook
"Yacht" Club
4.5
4.3
4.5
4.6
4.5
-0.1
4.6
4.5
4.6
4.6
4.5
4.6
4.7
4.8
4.8
4.8
4.7
-0.1
Community Landscaping & Roadsides
-0.1
AVG= 4.4
4.5
4.6
4.6
4.6
4.7
4.7
4.6
4.8
4.8
4.7
HOA Services HOA provided services rated between 3.98 and 4.75 with 87% of the respondents rating their experience as “Satisfied” to “Very Satisfied”. The ratings show that 3% of the respondents were not satisfied with the services they received this year (3% Less than Satisfied and 0.7% Very Unsatisfied). 5 property owners were responsible for 16 of 24 Unfavorable Ratings, or 66% of total and an average of 3.2 ratings each.
2025 Cullasaja Member Survey - HOA Additional Services
Response
Very Satisfied
More than Satisfied
Satisfied
Less than Satisfied Very Unsatisfied
Rating
How would you rate these HOA Services?
Average
Count
% of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings
72% 77% 80% 50% 73% 52% 77%
Spring Yard Clean Ups Fall Spring Clean Ups Winterization Services
93 85 93 33 35 38
12% 15 12% 13 16% 18 20% 13 17% 8 30% 22 16% 26
14% 18 9% 10 3% 4 15% 10 10% 5 11% 8 7% 12
3% 4 3% 3 1% 1 9% 6
4.52 4.62 4.75 3.98 4.63 4.26 4.68
130 111 116
Window Washing
6%
66 48 73
4
Snow Plowing / Road Clearing
Gutter Cleaning
5% 4 1% 1
1% 1
Grinder Pump Maintenance
128
167
505
115
67
19
5
711
71%
16%
9%
3%
0.7%
Neutral= 9%
3%
87%
More than Satisfied=
Total % of Responses Unsatisfied=
23
10
106
43
2025 to 2024
How would you rate the Cullasaja Services?
2015
2016
2017
2018
2019
2020
2021
2022
2023
2024
2025
GAP -0.1 -0.1 -0.1
Spring Yard Clean Ups Fall Spring Clean Ups Winterization Services
4.3 4.3 n/a 3.9
4.2 4.3 4.4 3.5
4.2 4.2 4.4 3.8
4.5 4.6 4.6 4.3
4.1 4.4 4.7 4.1
4.6 4.6 4.8 4.0
4.8 4.7 4.8 4.4
4.7 4.7 4.8 4.0 4.7 4.2 4.7
4.7 4.7 4.8 4.4 4.8 4.3 4.7
4.7 4.7 4.8 3.9 4.8 4.3 4.7
4.5 4.6 4.8 4.0 4.6 4.3 4.7
Window Washing
0.1
Snow Plowing / Road Clearing
-0.2
Gutter Cleaning
4.1 4.4
4.2 4.2
4.1 4.4
4.4 4.5
4.3 4.5
4.4 4.6
4.4 4.6
0.0 0.0
Grinder Pump Maintenance
-0.1
AVG= 4.20
4.14
4.17
4.51
4.42
4.47
4.60
4.55
4.63
4.55
4.49
Security & Front Entrance Gate Survey Results The Security and Front Entrance Gate team delivered an exceptional performance in this year’s survey, earning an impressive overall satisfaction rating of 4.8 out of 5.0. A remarkable 99% of respondents reported being “Satisfied” to “Very Satisfied” with the Security Department, while only 0.3% expressed any level of dissatisfaction. These results are a clear reflection of the outstanding work by Security Director, Keith Ramey and the entire HOA Security team. Their professionalism, responsiveness, and commitment to Member safety and service have not gone unnoticed—and the survey data speaks for itself.
Cullasaja HOA 2025 Satisfaction Survey - Security Department
How would you rate the Security Department?
Less than Satisfied
Very Unsatisfied
Very Satisfied
More than Satisfied
Satisfied
Response
Rating
Average Count
% of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings
88% 78% 87%
Level of Professionalism
163
8% 14
4% 8
1% 1
4.82 186
Community Patrol & Rule Enforcement
144 11% 21
10% 18
1% 1
4.67 184
Level of Service Response
161
8% 15
5% 10
4.81 186
83%
Overall Satisfaction with the Cullasaja Security Team
158 12% 22
6% 11
4.77 191
626
72
47
2
747
84%
10%
6%
0.3%
More than Satisfied= 93% Neutral= 6% Total % of Responses Unsatisfie0.3%
2025 to 2024
Security and Gate Performance Community Patrol & Rule Enforcement Level of Professionalism - Security
2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025 GAP
4.3
4.3
4.5
4.6
4.6
4.6
4.6
4.6
4.6
4.7
4.7
0.0
4.5
4.5
4.7
4.8
4.7
4.8
4.8
4.7
4.8
4.8
4.8
0.0
4.5
4.5
4.7
4.7
4.7
4.8
4.7
4.7
4.8
4.9
4.8
0.0
Response Time - Security
Overall Satisfaction with the Cullasaja Security Team 4.38 4.49 4.64 4.75 4.70 4.80 4.73 4.74 4.76 4.90 4.77 -0.1 AVG= 4.41 4.43 4.65 4.71 4.71 4.76 4.73 4.72 4.73 4.81 4.77 0.0
Member Services – Repairs & Maintenance The Member Services Repairs & Maintenance (R&M) Team continues to earn consistently high marks, with satisfaction scores ranging from 4.55 to 4.77 on a 5-point scale across all rated metrics. An impressive 98% of respondents reported being “Satisfied” to “Very Satisfied” with the department’s performance, while only 1.7% expressed dissatisfaction. Notably, just three HOA property owners accounted for 9 of the 11 unfavorable ratings— representing 82% of all negative feedback. One of these residences has submitted unsatisfactory ratings for the R&M team in each of the past three years. We remain incredibly proud of Will Walz and his dedicated team, whose commitment to excellence continues to enhance the homeowner experience. Their responsiveness, professionalism, and attention to detail are deeply appreciated by our community.
Cullasaja HOA 2025 Satisfaction Survey - Member Services R&M
Very Satisfied
More than Satisfied
Satisfied
Less than Satisfied Very Unsatisfied
Response
Rating
How would you rate the Repairs & Maintenance Dept.
% of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings % of Whole # of Ratings Average Count
70% 80% 80% 82%
117
17% 29
9% 15
2% 4
0.6% 1
4.55
166
Value of R&M Service
132
13% 22
4% 7
1% 1
1.2% 2
4.71
164
Response Time - R&M
131
16% 26
4% 7
4.76
164
Service Offerings - R&M
136
14% 23
2% 3
2% 3
4.77
165
Overall Satisfaction with R&M Department
516
100
32
8
3
659
78%
15%
5%
1.2%
0.5%
>= More than Satisfied= 93%
Neutral= 5%
Total % of Responses Unsatisfied= 1.7%
2025 to 2024
2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025 GAP
How would you rate the Repairs & Maintenance Dept.
Value of R&M Service
4.2
4.2
4.2
4.4
4.5
4.5
4.5
4.5
4.5
4.6
4.5
-0.1
Timeliness - R&M
4.3
4.3
4.4
4.6
4.7
4.7
4.7
4.7
4.7
4.8
4.8
0.0
Overall Satisfaction with R&M Department
4.40
4.40
4.50
4.61
4.63
4.70
4.74
4.76
4.76
4.74
4.77
0.0
Service Offerings - R&M
4.4
4.4
4.5
4.6
4.7
4.7
4.7
4.7
4.7
4.8
4.8
0.0
4.3
4.3
4.4
4.5
4.6
4.7
4.7
4.7
4.7
4.7
4.7
0.0
AVG=
Member Services – Landscaping The Landscaping Team within Member Services delivered another strong performance in 2025, with average satisfaction scores ranging from 4.39 to 4.64 across all measured metrics. An impressive 96% of respondents rated the department as “Satisfied” to “Very Satisfied,” while only 3.2% expressed being “Less than Satisfied” and a mere 0.5% rated “Very Unsatisfied.” A closer look at the feedback reveals that six property owners accounted for 25 of the 28 unfavorable comments—representing 89% of all negative responses and averaging 4.16 unsatisfactory ratings each. This concentration suggests that overall dissatisfaction was limited to a small subset of respondents. Despite facing significant challenges—including excessive rainfall and a record number of Spring and Fall cleanups—Chuck Dempsey led the Landscaping Team with remarkable dedication and effectiveness. His leadership and the team's hard work ensured that the community continued to enjoy well-maintained and beautiful outdoor spaces throughout the year.
Cullasaja HOA 2025 - Satisfaction Survey - Landscape Department
Satisfied
Less than Satisfied
Very Satisfied
More than Satisfied
Very Unsatisfied
Response
Rating
How would you rate the Landscape Dept.
Average
Count 149 150 151 148 130 111 150
% of Whole
# of Ratings
% of Whole
# of Ratings
% of Whole
# of Ratings
% of Whole
# of Ratings
% of Whole # of Ratings
23 24 22 15 15 13 21
6%
9
4% 5% 3% 1% 3% 3% 4%
6 7 4 1 4 3 6
4.60 4.39 4.47 4.64 4.52 4.62 4.53
111
74%
Quality of Service
15%
15% 11% 12% 14%
23 17 18 18 10 14
96
64%
Value of Landscape Service
16%
2% 3
105
70%
Timeliness
15%
114
77%
Service Offerings
10%
Spring Yard Clean Ups
93
72%
12%
9% 9%
Fall Spring Clean Ups
85
77%
12%
1% 1
108
72%
Overall Satisfaction with Landscape
14%
712
133
109
31
4
954
989
72%
13%
11%
3.1%
0.4%
35
>
85%
11%
3.5%
More than Satisfied=
Satisfied=
Total % of Responses Unsatisfied=
96 5%
2025 to 2024
2015 4.28 4.43 4.40 4.40 4.49
2016 4.28 4.43 4.44 4.45 4.49
2017 4.21 3.99 4.25 4.31 4.37
2018 4.42 4.31 4.42 4.47 4.54
2019 4.25 4.07 4.36 4.36 4.44
2020 4.50 4.58 4.59 4.65 4.67
2021 4.50 4.63 4.73 4.71 4.74
2022 4.45 4.51 4.62 4.60 4.65
2023 2024 2025
How would you rate the Landscape Dept.
GAP -0.1
4.43 4.62 4.64 4.70 4.69
4.50 4.54 4.55 4.62 4.74
4.39 4.47 4.53 4.60 4.64
Value of Landscape Service
Timeliness of Landscape Service
-0.1
Overall Satisfaction with Landscaping Dept.
0.0
Quality of Service - Landscape
0.0
Service Offerings - Landscape
-0.1
4.40
4.42
4.23
4.43
4.30
4.60
4.66
4.57
4.62
4.59
4.53
AVG=
-0.1
Member Services – Outside Contractor Management The Outside Contractor Management Team delivered another stellar performance in 2025, matching its all-time high satisfaction score of 4.52 on a 5-point scale. Survey results show that 96% of respondents were “Satisfied” to “Very Satisfied” with their project experience, while only 3% reported being “Less than Satisfied” and 2% were “Very Unsatisfied.” A closer look at the data reveals that four property owners accounted for 15 of the 29 unfavorable ratings—representing 52% of all negative feedback, with an average of 3.75 unsatisfactory ratings each. Despite the challenges of managing a high volume of complex, high-value projects, Steve Mersereau and his team continue to excel. Their professionalism, attention to detail, and commitment to delivering exceptional service have not only earned them high praise but may also lead to a record-setting year for total project revenues in 2025. We are deeply grateful for Steve and the entire Outside Services team. Their work provides a unique and highly valued service—one that sets Cullasaja apart from any other community on the Highlands plateau .
Cullasaja HOA 2025 Satisfaction Survey - Outside Services - Contractor Management
Very Satisfied
More than Satisfied
Satisfied
Less than Satisfied
Very Unsatisfied
Response
Rating
How would you rate the Outside Services Dept. Quality of Service - Outside Services
Count
Average
# of Ratings
% of Whole
# of Ratings
% of Whole
# of Ratings
% of Whole
# of Ratings
% of Whole
% of Whole
# of Ratings
75%
92
8% 10
2% 3
1% 1
4.59
14% 17
123
57%
Value of Outside Services
71
21% 26
13% 16
5% 6
4% 5
4.23
124
68%
Timeliness of Outside Services
84
18% 22
10% 13
2% 2
2% 3
4.47
124
73%
9% 11
2% 2
4.61
89
16% 20
Service Offerings - Outside Services
122
74%
4.52
3% 4
2% 3
Overall Satisfaction with Outside Services
91
12% 15
8% 10
123
427
17
100
60
12
616
69%
16%
10%
2.8%
1.9%
86%
Satisfied= 10%
4.7%
Total % of Responses Unsatisfied=
More than Satisfied=
2025 to 2024
How would you rate the Outside Services Dept.
GAP
2017
2018
2019
2020
2021
2022
2023
2024
2025
2015
2016
4.5 4.2 4.6
0.1 0.0 0.1 0.0 0.1 0.1
4.1 4.1 4.3
4.3 4.2 4.4
4.2 4.2 4.4
4.2 4.3 4.5
4.2 4.2 4.4
4.5 4.3 4.5
4.4 4.3 4.5
Timeliness of Outside Services Value of Outside Services Quality of Outside Services
4.0 4.0 4.1
4.0 4.0 4.1
4.1 4.1 4.2
4.45
4.52
4.47
4.52
Overall Satisfaction with Outside Services
4.19
4.19
4.31
4.30
4.44
4.36
4.41
4.5
4.6
4.4
4.5
4.5
4.6
4.5
4.6
Service Offerings - Outside Services
4.3
4.3
4.3
4.4
4.3
4.4
4.3
4.5
4.4
4.5
4.1
4.2
4.2
AVG= 4.1
HOA Leadership Staff
2025 Cullasaja HOA Member Survey
More than Satisfied
Less than Satisfied
Very Unsatisfied
Overall Rating
Response Count
Please Rate the Performace of the Staff
Very Satisfied
Satisfied
162
8
4
1
175
4.89
General Manager/COO - Chris Conner
161
6
6
2
175
4.86
Field and Services Director - Gary Clark
147
12
11
170
4.80
HOA Administrator - Monica Vinson
149
9
5
1
164
4.87
Security Director - Keith Ramey
119
14
5
5
1
144
4.70
Outside Service Manager - Steve Mersereau
129
16
9
7
2
163
4.61
Landscape Director - Chuck Dempsey
157
12
3
2
174
4.86
Repairs and Maintenance Manager - Will Walz
1024
77
43
17
4
1165
Totals
88%
7%
4% 1.5% 0.3%
% of Whole
More than Satisfied= 95%
Neutral= 4% Unsatisfied= 1.8%
answered question
1024
77
43
17
4
2025 to 2024
HOA Staff Ratings
2018
2019
2020 2021 2022 2023 2024 2025
GAP
4.9 4.6
4.9 4.7
4.9 4.7
4.9 4.8
4.9 4.8 4.6 4.8
4.9 4.9 4.8 4.8 4.7 4.8 4.9
4.9 4.8 4.8 4.9 4.6 4.7 5.0
4.9 4.9 4.8 4.9 4.6 4.7 4.9
0.0 0.0 0.0 0.0 0.0 0.0
General Manager - Chris Conner
Landscape Director - Chuck Dempsey Outside Service Manager - Steve Mersereau Repairs and Maintenance Manager - Will Walz Field and Services Director - Gary Clark HOA Administrator - Monica Vinson Security Director - Keith Ramey
4.8
4.8
4.8
4.8
4.6 4.7
4.7 4.7
4.7 4.9
4.7 4.9
4.7 4.9
-0.1 0.0
4.7
4.7
4.8
4.8
4.8
4.8
4.8
4.8
AVG=
Conclusion The results of the 2025 Cullasaja HOA Member Survey were nothing short of exceptional. Thanks to the dedicated efforts of each department leader, who focused on continuous improvement within their respective areas, we’re thrilled to report that most ratings have either climbed or remained near all-time highs compared to previous years. Special recognition goes to Gary Clark and the entire HOA staff for their outstanding work. Their commitment has ensured that both the average scores across all measured metrics and the overall satisfaction with the HOA remain impressively strong. The feedback speaks volumes: nearly 350 written comments and consistently high ratings reflect that the vast majority of our Members are not only satisfied but genuinely appreciative of the HOA Board, staff, and the collective efforts that make mountain living at Cullasaja both exceptional and worry-free. Of course, we’re not resting on our laurels. The HOA team will carefully review the few areas where satisfaction dipped slightly from the 2024 survey and will develop targeted plans to address them. We’ll also analyze the written feedback for additional insights and opportunities to enhance the Member experience even further. In short, 2025 has been a banner year for the Cullasaja HOA. Gary and the team have truly hit it out of the park, and our Member/Owners are clearly enjoying the rewards of their hard work and dedication to excellence in mountain living. Sincerely,
Chris Conner, GM/COO Cullasaja Homeowners’ Association
2025 Cullasaja HOA Property Owner Survey
Q1 How would you rate the following elements of your Cullasaja HOA?
Answered: 193 Skipped: 0
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN SATISFIED
VERY UNSATISFIED
TOTAL WEIGHTED AVERAGE
Overall Satisfaction with the Cullasaja HOA Value of HOA Services Provided Timeliness of HOA Member Services Provided Satisfaction with HOA Staff Satisfaction with the HOA Board of Directors
75.00% 144 71.27% 129 75.26% 143 83.51% 157 67.42% 120
16.15% 31 14.36% 26 14.74% 28 11.17% 21 18.54% 33
6.25% 12 9.39% 17 7.89% 15 3.72% 7 13.48% 24
2.60% 5 4.97% 9 1.58% 3 1.60% 3 0.56% 1
0.00% 0 0.00% 0 0.53% 1 0.00% 0 0.00% 0
192
4.64
181
4.52
190
4.63
188
4.77
178
4.53
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2025 Cullasaja HOA Property Owner Survey
Q2 Do you feel the Cullasaja HOA helps provide carefree mountain home living?
Answered: 192 Skipped: 1
Yes
No
Sometimes
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
RESPONSES
93.23%
179
Yes
1.56%
3
No
5.21%
10
Sometimes
TOTAL
192
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2025 Cullasaja HOA Property Owner Survey
Q3 How would you rate the HOA Communication?
Answered: 188 Skipped: 5
EXCELLENT AVERAGE POOR TOTAL WEIGHTED AVERAGE
Email Communications
87.70% 164 82.18% 143 77.78% 126 87.76% 129
11.23% 21 16.09% 28 22.22% 36 12.24% 18
1.07% 2 1.72% 3 0.00% 0 0.00% 0
187
4.73
HOA Newsletter
174
4.61
HOA Website
162
4.56
Annual Meeting Presentation Slides
147
4.76
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2025 Cullasaja HOA Property Owner Survey
Q4 How would you rate the Community's Appearance?
Answered: 193 Skipped: 0
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN
VERY UNSATISFIED
0.00% 0 0.00% 0 15.14% 28 0.00% 0 N/A OR DO NOT KNOW
TOTAL WEIGHTED AVERAGE
SATISFIED
Front Entrance Area Security Gate "Yacht Club" Area Community Landscaping & Roadsides Butler Overlook Deck
84.97% 164 85.42% 164 56.22% 104 81.15% 155
8.81% 17 8.85% 17 15.14% 28 12.04% 23
5.18% 10 5.73% 11 11.89% 22 5.76% 11
1.04% 2 0.00% 0 1.62% 3 0.52% 1
0.00% 0 0.00% 0 0.00% 0 0.52% 1
193
4.78
192
4.80
185
3.81
191
4.73
60.22% 109
15.47% 28
9.39% 17
0.55% 1
0.00% 0
14.36% 26
181
3.92
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2025 Cullasaja HOA Property Owner Survey
Q5 How would you rate the Security Department and the Entrance Gate Staff
Answered: 192 Skipped: 1
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN
VERY UNSATISFIED
0.00% 0 N/A OR DO NOT KNOW 1.59% 3 0.00% 0 3.66% 7
TOTAL WEIGHTED AVERAGE
SATISFIED
Overall Satisfaction with the Cullasaja Security Team and Entrance Gate Level of Service - Responsiveness Level of Professionalism Community Patrol & Rule Enforcement
82.72% 158
11.52% 22
5.76% 11
0.00% 0
0.00% 0
191
4.77
85.19% 161 87.63% 163 75.39% 144
7.94% 15 7.53% 14 10.99% 21
5.29% 10 4.30% 8 9.42% 18
0.00% 0 0.54% 1 0.52% 1
0.00% 0 0.00% 0 0.00% 0
189
4.74
186
4.82
191
4.50
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2025 Cullasaja HOA Property Owner Survey
Q6 How would you rate the following Member Services - Repairs & Maintenance Department? Please skip to next question if you did not use this service.
Answered: 184 Skipped: 9
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN
VERY UNSATISFIED
N/A OR DO NOT KNOW
TOTAL WEIGHTED AVERAGE
SATISFIED
Overall satisfaction with the Repairs and Maintenance Service (if used) Value
81.11% 146
13.33% 24
2.22% 4
1.67% 3
0.00% 0
1.67% 3
180
4.69
70.56% 127 78.65% 140 79.10% 140 58.13% 93
16.11% 29 13.48% 24 14.69% 26 11.25% 18
8.89% 16 5.06% 9 5.65% 10 2.50% 4
2.22% 4 0.56% 1 0.00% 0 0.63% 1
0.56% 1 1.12% 2 0.00% 0 0.00% 0
1.67% 3 1.12% 2 0.56% 1 27.50% 44
180
4.49
Response Time
178
4.65
Service Offerings
177
4.71
Winterization / Home Check Services (if applicable) Grinder Pump Repair and Maintenance (if applicable)
160
3.44
72.73% 128
14.77% 26
6.82% 12
0.57% 1
0.00% 0
5.11% 9
176
4.44
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2025 Cullasaja HOA Property Owner Survey
Q7 How would you rate the following Member Services - Landscape Department? Please skip to next question if you did not use this service.
Answered: 170 Skipped: 23
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN
VERY UNSATISFIED
N/A OR DO NOT KNOW
TOTAL WEIGHTED AVERAGE
SATISFIED
Overall Satisfaction with the Cullasaja Landscape Services (if used) Quality of Service Value of Landscape Service Timeliness
66.26% 108
12.88% 21
8.59% 14
3.68% 6
0.61% 1
7.98% 13
163
4.17
68.94% 111 58.54% 96 64.02% 105 69.94% 114 58.86% 93 54.49% 85 25.36% 35
14.29% 23 14.63% 24 13.41% 22 9.20% 15 10.13% 16 8.33% 13 5.80% 8
5.59% 9 14.02% 23 10.37% 17 11.04% 18 6.33% 10 6.41% 10 3.62% 5
3.73% 6 4.27% 7 2.44% 4 0.61% 1 2.53% 4 1.92% 3 0.00% 0
0.00% 0 0.00% 0 1.83% 3 0.00% 0 0.00% 0 0.00% 0 0.00% 0
7.45% 12 8.54% 14 7.93% 13 9.20% 15 22.15% 35 28.85% 45 65.22% 90
161
4.26
164
4.02
164
4.12
Service Offerings
163
4.21
Spring Yard Cleanups (If applicable) Fall Yard Cleanups (If applicable) Snow Plowing /
158
3.59
156
3.29
Removal (if applicable)
138
1.61
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2025 Cullasaja HOA Property Owner Survey
Q8 How would you rate the following Outside Services - Contractor Management? (If Applicable) Please skip to next question if you did not use this service.
Answered: 151 Skipped: 42
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN
VERY UNSATISFIED
16.33% 24 N/A OR DO NOT KNOW 13.38% 19 14.48% 21 13.89% 20 13.48% 19
TOTAL WEIGHTED AVERAGE
SATISFIED
Overall Satisfaction with the Cullasaja Outside Service Team (if used) Quality of Service
61.90% 91
10.20% 15
6.80% 10
2.72% 4
2.04% 3
147
3.78
64.79% 92 48.97% 71 58.33% 84 63.12% 89
11.97% 17 17.93% 26 15.28% 22 14.18% 20
7.04% 10 11.03% 16 9.03% 13 7.80% 11
2.11% 3 4.14% 6 1.39% 2 1.42% 2
0.70% 1 3.45% 5 2.08% 3 0.00% 0
142
3.98
Value of Outside Service Timeliness
145
3.61
144
3.85
Service Offerings
141
3.99
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2025 Cullasaja HOA Property Owner Survey
Q9 If you Signed up for this service: How would you rate the following additional HOA member services?
Answered: 144 Skipped: 49
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN SATISFIED
VERY UNSATISFIED
N/A OR DO NOT KNOW
TOTAL
Window Washing Gutter Cleaning
24.44% 33 28.79% 38
9.63% 13 16.67% 22
7.41% 10 6.06% 8
4.44% 6 3.03% 4
2.96% 4 0.76% 1
51.11% 69 44.70% 59
135
132
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2025 Cullasaja HOA Property Owner Survey
Q10 How would you rate the following HOA employees?
Answered: 180 Skipped: 13
VERY SATISFIED
MORE THAN SATISFIED
SATISFIED LESS THAN
VERY UNSATISFIED
N/A OR DO NOT KNOW
TOTAL WEIGHTED AVERAGE
SATISFIED
General Manager/COO - Chris Conner Field, Services, and Infrastructure Director - Gary Clark HOA Administrator -Monica Vinson Security Director - Keith Ramey Landscape Director -Chuck Dempsey Repairs and Maintenance Leader - Will Walz Outside Service Manager - Steve Mersereau
90.50% 162
4.47% 8
2.23% 4
0.00% 0
0.56% 1
2.23% 4
179
4.78
90.45% 161
3.37% 6
3.37% 6
1.12% 2
0.00% 0
1.69% 3
178
4.78
81.67% 147 83.24% 149 73.71% 129 87.71% 157
6.67% 12 5.03% 9 9.14% 16 6.70% 12
6.11% 11 2.79% 5 5.14% 9 1.68% 3
0.00% 0 0.56% 1 4.00% 7 1.12% 2
0.00% 0 0.00% 0 1.14% 2 0.00% 0
5.56% 10 8.38% 15 6.86% 12 2.79% 5
180
4.53
179
4.46
175
4.30
179
4.73
70.00% 119
8.24% 14
2.94% 5
2.94% 5
0.59% 1
15.29% 26
170
3.98
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Cullasaja HOA Property Owner Satisfaction Survey for 2024
Q11 General Comments about your HOA Experience, Staff That Should ReceiveSpecial Notice or Recommendations, Criteria to put on Future Surveys, etc:
Answered: 71 Skipped: 112
#
RESPONSES
DATE
1
We really had some bad experiences with coordinating outside services this year. Projects took way longer than expected and required way too much time and follow up on our part.
10/20/2024 3:45 PM
2
Special shout out to the great work of Steve Mercereau and Chris Conner!
10/20/2024 3:22 PM
3
I believe Landscaper service pricing/hourly & number of staff charged for small jobs is excessive. Email responses from the HOA admins are slow to respond at times. The staff helping with zHOA question's at the club offices is always womderful &’pleasant. The amazing response to Hurricane Helene is a great endorsement to Gary Clark and his team! Unsurpassed quality! Must make sure to keep Gary Clark in charge—pay whatever is necessary + a little bit more! Chris Conner is an invaluable asset. Have never seen a manager go above and beyond the way Chris does. Tim Lamphier is also exceptional Love everything you all do. EXCEPT I want the ARB to really look for ways to say "Yes" to homeowners rather than seeming to always search for ways to say "No." Cullasaja will need to allow homeowners to have more leeway in design if it wants to attract owners in the future. If my neighbors don't have a problem with a project, the ARB should stay out of it. I apologize if this applies to the last Board more than the current one. With the performance during the hurricane, everyone should receive a bonus. It was truly amazing. We have experienced difficulty in getting on the landscape schedule. Our spring cleanup did not happen until weeks after we arrived in late May. Once the HOA landscape team finally gets here, they work very hard and do a nice job. Will Walz is always so responsive and helpful. Some of the maintenance workers should be taught you don’t clean your shoes inside someone’s home. One of them started to clean his shoes on my antique Navajo rug! Window cleaners do good job outside but damaged the traverse rods on drapes inside a couple years ago. They have not been able to be repaired. I can’t remember his name, but the young man who immediately help the Wolf’s plan for a house showing by digging up bushes in the front yard. He changed the schedule and made it happen. The best! Very pleased
10/20/2024 11:13 AM
4
10/20/2024 10:46 AM
5
10/20/2024 9:58 AM
6
10/20/2024 9:12 AM
7
10/20/2024 8:59 AM
8
10/20/2024 8:55 AM
9
10/20/2024 8:54 AM
10
10/20/2024 8:35 AM
11
10/20/2024 8:27 AM
12
10/20/2024 8:05 AM
13
Everyone is great, we couldn’t ask for more
10/20/2024 7:56 AM
14
With the advent of Hispanic workers who do not speak English, it is essential that HOA Supervisory Staff be present when all work is performed and that they can clearily communicate with labor.
10/19/2024 11:01 AM
15
All have been great!
10/18/2024 10:45 PM
16
Leadership team of Chris and Gary have put a great team together. All Department leaders are very good. Significant improvements have been made in the landscape department (Chuck Dempsey) over the last few years. Individual employee recognition with in departments goes to Bidd Burton(Outside Services) Art Humphrey(Inside maintenance) and Rico, Renee and Dustin (landscaping)
10/18/2024 9:37 PM
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Cullasaja HOA Property Owner Satisfaction Survey for 2024
17
WILL AND STEVE ARE OUTSTANDING
10/18/2024 9:27 PM
18
We've had lots of landscaping done this year, Chuck has been fabulous....
10/18/2024 2:14 PM
19
Special recognition: Will Walz, Chuck Dempsey, and Stephen Stanley. Thanks for all you do for our community! All staff are excellent. Gary does a great job Helene proved how fortunate we are to have such devoted and hard working staff. Thank you to all The Cullasaja HOA is the GOLD standard. They make home ownership and seasonal occupancy painless & worry free. Thank you!!!
10/18/2024 10:29 AM
20
10/18/2024 10:08 AM
21
10/18/2024 7:43 AM
22
Overall staff—excellent. We have not had exposure to some elements, so we rated NA.
10/18/2024 4:29 AM
23
Excellent , friendly, honest, concerned, courteous, and even sometimes humorous employees.
10/17/2024 11:07 PM
24
We are most grateful for this service. It would be a shot in the dark otherwise for us. We appreciate the professionalism of Steve Mersereau, Will Waltz and Bid Burton.
10/17/2024 10:00 PM
25
All of the staff is wonderful
10/17/2024 8:46 PM
26
Very difficult to cite anyone beyond those already recognized earlier, but Bidd Burton has been very helpful to us and we value his friendship! We are grateful for this excellent service. Art is a handyman who can do everything and we depend on him. Gary is a wonderful leader who takes care that our concerns are resolved. Extraordinary service! Gary and Chris are both terrific professionals. Their and their teams response to our weather issues were outstanding
10/17/2024 6:33 PM
27
10/17/2024 6:28 PM
28
10/17/2024 5:01 PM
29
Very happy!!
10/17/2024 4:36 PM
30
Overall very responsive with excellent service and good value. A feature unique to Cullasaja - which adds value to our property
10/17/2024 4:13 PM
31
We can’t say enough good about our HOA! They make living here very easy.
10/17/2024 3:55 PM
32
We are so appreciative of the work of the HOA staff! We need you in Atlanta!
10/17/2024 2:57 PM
33
Gary Clark very attentive
10/17/2024 2:48 PM
34
Friends in other clubs are jealous of the services we receive from our HOA. We are SO lucky to have such a good and knowledgeable team with great service and services. I have had the most direct and frequent contact with Steve Mersereau and find him about as near perfect as possible.
10/17/2024 2:31 PM
35
10/17/2024 2:29 PM
36
Gary, Chuck, and Will were awesome Again
10/17/2024 2:16 PM
37
Excellent overall satisfaction of services and personnel.
10/17/2024 1:35 PM
38
Chris Conner and Gary Clark are indispensible. Will is amazing too.
10/17/2024 8:04 AM
39
Steve Stanley was fantastic helping my movers get in and out! Chuck and his landscape team has been fantastic in getting all my requests done above and beyond.
10/16/2024 8:37 PM
40
exceptional people, we are very satisfied
10/16/2024 3:45 PM
41
People should thank our member volunteers who serve on the ACC when they see them. These volunteers spend an enormous amount of their personal time every week (sometimes 4 hour meetings plus other time) doing this job and we are all very fortunate to have them. Without the work of this group, our neighborhood would have a wide variety of odd/unsightly things and property disputes that would bring down the value of all houses. All of our property values would suffer without their efforts (and no I am not a member of the ACC but know what they go through.) It is a very thankless job. This has been the best year we have experienced. In the past we have many issues with outside services but this year was amazing especially with the addition of Robert. Timelines was so much better and/or communication of lateness was explained.
10/16/2024 3:06 PM
42
10/16/2024 10:40 AM
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Cullasaja HOA Property Owner Satisfaction Survey for 2024
43
One of the best selling points about Cullasaja is our HOA. Overall excellent job!
10/16/2024 8:56 AM
44
Have had great experiences with the entire HOA staff. Gary and his team are extremely responsive to whatever questions or projects we may have. We interact with Will more than any of the HOA and he is invaluable. A tremendous help to so many of our members and we could not ask for more. Will is The Man! Gary Clark is a great leader and 100% of our interactions with him have been terrific. The HOA team makes having a second home in our Cullasaja Club a truly great experience and worry free. We sincerely appreciate you all and I hope you hear that throughout the year and not just at the end of the year with the survey. Chuck and his staff did a phenomenal job of restoring the club’s and individuals’ properties back to normal as quickly as they did. Will treats us like we are the only folks in the subdivision. Dustin has been extremely helpful getting our yard in order Mona and Suzanne don’t even ask my name when I call. Maybe because I call so much When we sold Catamount we took them donuts to celebrate
10/16/2024 5:44 AM
45
10/16/2024 12:18 AM
46
10/15/2024 6:02 PM
47
10/15/2024 5:22 PM
48
Great experience with this staff.
10/15/2024 5:19 PM
49
Gary Clark and Chuck Demsey do a great job on landscape!
10/15/2024 4:57 PM
50
Will…Go to GUY! Gary Clark- attentive and helpful
10/15/2024 3:30 PM
51
i used outside services to paint the outside of my home last winter. Steve was always communicating with me and did a great job. Same with Chuck, he did exactly what he said he was going to do, and did a great job.
10/15/2024 2:49 PM
52
Gary has been very responsive to my needs. Will is the best.
10/15/2024 2:16 PM
53
Best in class. Thank you all!
10/15/2024 1:52 PM
54
Amazing team work during hurricane clean up.
10/15/2024 1:15 PM
55
The best staff anywhere!
10/15/2024 1:10 PM
56
We want to thank the entire HOA team for their hard work and dedication- especially in the aftermath of hurricane Helene.
10/15/2024 12:28 PM
57
The club HOA is best in class on the plateau
10/15/2024 11:10 AM
58
Props to Chris, Gary, Steve and Will. These four are so reliable and consistent. Top notch!
10/15/2024 10:52 AM
59
it is great having the HOA, I think the biggest challenge without the HOA would be finding a contractor Thank you to all our managers, directors, leaders and their staff for five star performance under all types of conditions. We are grateful to be here!
10/15/2024 10:20 AM
60
10/15/2024 9:34 AM
61
It is very hard to schedule window cleaning. I know it is hard to find people to do the service.
10/15/2024 9:27 AM
62
This group as a whole adds great value to ownership at Cullasaja.
10/15/2024 9:24 AM
63
Don’t let anybody get away
10/15/2024 9:09 AM
64
I had to call several times regarding the scheduling of my window cleaning appointment. No one called me. Robert did a very good job repairing my heated floor and the steamroom. On the ball, timely and efficient. He is quiet, but gets the job done, Will as usual is on top of things and pro active.Makes one feel comfortable when not here. And he remembers what and how it was done the previous years, which helps, and if there is something "new" he will contact you. Thanks
10/15/2024 9:09 AM
65
10/15/2024 9:00 AM
66
Outstanding response time and work done. Special kudos to Art, Will, and Gary.
10/15/2024 8:43 AM
67
Your group makes my life and Cullasaja extra special. I rave about you to all my friends.
10/15/2024 8:42 AM
68
Will is always fantastic in every situation. He is wonderful. Our community landscaping is always beautiful. Chis is extraordinary. Thank you, Chris!
10/15/2024 8:37 AM
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Cullasaja HOA Property Owner Satisfaction Survey for 2024
69
Robert Petrie is excellent! I have enjoyed working with him this year!
10/15/2024 8:24 AM
70
The staff went above and beyond during the recent storm! Kudos! Chris sets a great tone for all the employees and members. After a long a difficult window project, I commend Steve and his staff to stay "with it" - responsive and with follow through.
10/15/2024 8:23 AM
71
10/15/2024 8:22 AM
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Cullasaja HOA Property Owner Satisfaction Survey for 2024
Q12 Please enter any other comments or suggestions for the HOA:
Answered: 40 Skipped: 143
#
RESPONSES
DATE
1
The AAC team of the HOA needs to be very proactive to communicate to home owners, on the front end of big projects, about the role of the AAC, potential for delays for their reviews, etc. Will Walz & his staff such and Luis R. Hernandez & Renae are super. So are all folks on this team. There seems to be a large disconnect between the HOA employees and the controls of the HOA committees. It seems to me that every HOA employee who interacts with a homeowner on projects or questions needs to end their discussion with the homeowner reminding them that the HOA committees have the final approval. We experienced this with regard to trees being taken down this year and while it was eventually resolved it led to some challenges that could have been avoided The post hurricane cleanup was impressive.The guys were here before sunrise and the roads were cleared and power was restored within 12 hours. I was so impressed and appreciative of the hard work all staff members provided to get the campus cleared up after the storm. About half of the plant materials suggested and put in by the landscape team did not flourish. Some were burned by improper fertilization. Others just died within weeks of planting. The flowers at the driveway base thrived and looked great. I am surprised the ACC approved the unattractive home that is being built on Cullasaja Club Drive near Bee Tree Lane and the location of the home that is being built on Cullasaja Club Drive near the lake bridge. It is too close to the road and lake. Hopefully it will be hidden with landscaping. Being a new owner with remodeling issues the frequency of ACC meetings impacts our approvals of needed updates and repairs.
10/20/2024 3:22 PM
2
10/20/2024 11:13 AM
3
10/20/2024 10:46 AM
4
10/20/2024 9:33 AM
5
10/20/2024 8:35 AM
6
10/20/2024 8:27 AM
7
10/20/2024 8:13 AM
8
THE ACC IS VERY DIFFICULT TO DEAL WITH
10/18/2024 9:27 PM
9
Will is always willing to help us get something moved or repaired
10/18/2024 2:14 PM
10
Overall, a well managed service for homeowners. Ease of use and access should continue to be a focus—simple, efficient, and customer friendly.
10/18/2024 4:29 AM
11
Lucky to have you!
10/17/2024 11:07 PM
12
Thank you to all for all the hard work and dedication to make the community the best on the Plateau. Everyone goes above and beyond Find more outside service vendors for gutter cleaners and window washers. Keep up the great appearance in our community! I have found that certain homeowners get exceptions to rules while others are held to a different standard when it comes to landscape designs .
10/17/2024 8:46 PM
13
10/17/2024 6:33 PM
14
10/17/2024 6:29 PM
15
Keep up the good work!!
10/17/2024 4:36 PM
16
Hard to improve on perfection.
10/17/2024 2:29 PM
17
It's a pleasure dealing with Gary, Steve, Will and Chuck and their staffs
10/17/2024 10:25 AM
18
The HOA staff are all hard workers and cheerfully ready to help in any way necessary.
10/17/2024 8:04 AM
19
Pave Cullasaja Club Drive from Crescent Trail. It’s embarrassing how horrible it looks when bringing guests into Club.
10/16/2024 3:14 PM
20
I feel the fee is a bit high.
10/16/2024 10:40 AM
21
Keep the same team together. You're the best.
10/16/2024 12:18 AM
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