The Voices of Our Members: What We Learned From Our Latest Customer Experience Survey
One of the things we value most at MEC is the relationships we build with our members. Managing a home isn't just about completing projects—it's about trust, communication, and listening to continually improving the experience for every homeowner we serve.
Recently, we asked our members two basic questions: What could we do better? and What are we doing well? Their responses were thoughtful, candid, and incredibly valuable. While individual experiences varied, some clear themes emerged—and we’re using them to shape how we continue to evolve.
What We're Doing Well
Across the board, members consistently highlighted the same strengths that define the MEC experience.
Responsive support when it matters most. Whether it was an unexpected repair, an urgent issue, or simply needing advice, members repeatedly described our team as responsive, dependable, and easy to reach when something couldn't wait.
Taking work off homeowners' plates. One of the biggest benefits members mentioned was the peace of mind that comes from knowing someone else is coordinating vendors, managing projects, and handling the countless details that come with homeownership.
Professional relationships built on trust. Members described our team as approachable, respectful, professional, and genuinely easy to work with. Several specifically noted that they feel heard and appreciated the collaborative nature of the relationship.
Quality workmanship and trusted professionals. While no vendor network is perfect, the overwhelming feedback was that our vetted field teams and specialty contractors consistently deliver high-quality work and craftsmanship.
Where We Can Improve
Great service isn't about being perfect—it's about listening and getting better. It's also about recognizing that service doesn't look exactly the same for every homeowner. Every home, every family, and every member has different priorities, communication preferences, and expectations.
One area of opportunity centered around consistency of updates. While members were pleased with overall communication and responsiveness, some noted additional opportunities for proactive updates related to project status.
Another area for improvement centered around communication preferences — and giving equal attention across all communication channels. For example, text messages about urgent issues often receive immediate attention, while email communication regarding longer-term projects or follow-up requests can sometimes be slower.
As a result, we're continuing to strengthen the systems and processes behind the scenes that help deliver a more consistent experience. That includes improving project tracking, creating clearer workflows for open items and follow-up, and standardizing communication touchpoints.
Continuous Improvement Is Part of the Experience
Perhaps the most encouraging takeaway wasn't just what members said—it was how many emphasized the relationships they've built with their engagement managers and field teams. They trust us with their homes because they know we'll respond, take ownership, and continue working to improve.
That's exactly what this feedback allows us to do.
To everyone who took the time to share their thoughts: thank you. Your input isn't filed away—it helps shape how MEC grows, improves, and serves every member today and in the future.