Walk me through how you would design a customer satisfaction survey for a residential condominium development.
RoleBusiness Analyst
DifficultyMedium
TopicTechnical
Asked at
Why This Is Asked
DMCI Homes wants to see if you can design practical, cost-effective research instruments aligned with their customer-centric focus. No specific question is reported for this role, but given the duty to produce satisfaction studies, this scenario tests your ability to balance rigor with real-world constraints.
General Approach
Outline your process: clarify objectives with stakeholders, draft questions based on key satisfaction drivers, choose a distribution method that fits the target respondents, and pilot-test before full rollout. Emphasize keeping it simple and actionable.
General Answer
First, clarify with stakeholders what decision the survey needs to inform, whether it's identifying maintenance issues, measuring amenities satisfaction, or gauging likelihood to recommend or renew, since that determines both question content and the right respondents, current owners versus new buyers versus renters. Draft questions around the known satisfaction drivers for residential developments: unit quality and defects, common area maintenance, security, amenities, and property management responsiveness, using a mix of rating scales for trend tracking and a couple of open-ended questions to catch issues the scale items miss. Keep the survey short, ideally under 10 to 15 questions, since response rates drop sharply on long surveys, and choose a distribution channel that matches how residents actually communicate, such as SMS, a resident portal, or QR codes posted in common areas, rather than only email. Pilot the survey with a small group first to catch confusing wording or technical issues, then refine before the full rollout. Finally, plan the analysis and reporting cadence up front, for example quarterly, so the survey produces an ongoing trend line management can act on, not a one-off data point.
PH Interview Gotcha
A common mistake is to overdesign the survey with too many questions, thinking it shows thoroughness. Instead, keep it concise: 'Ang dami kasing tanong, para kumpleto' is not the goal. Focus on the top 5-7 critical satisfaction drivers only.
Sample STAR Answer▾
S
Situation
In my previous role as a market researcher for a property developer, we noticed that move-in satisfaction scores were declining in our completed projects, but we lacked detailed feedback to pinpoint the issues.
T
Task
I needed to design a new customer satisfaction survey that would capture actionable insights on unit quality, amenities, and property management, while maintaining a reasonable budget and high response rates.
A
Action
I started by reviewing past surveys and interviewing key stakeholders from Sales and Property Management to identify critical touchpoints. Then I drafted a mixed-method questionnaire combining Likert-scale items and open-ended questions, focusing on move-in experience, unit condition, and maintenance responsiveness. I proposed an online distribution via email with SMS reminders to reduce cost, and piloted the survey with 50 residents to refine clarity and length.
R
Result
The final survey achieved a 42% response rate and revealed that slow air-conditioning repairs were the top pain point, leading to a streamlined maintenance request system.
Key Takeaway
Collaborating with operational teams early ensures your research tool captures the most business-relevant variables.
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