Confused conversations grew from 8% in week 1 to 31% by week 4. The building approval process is the primary driver — residents don't know the sequence of steps or who to contact first.

Residents asking about contractor start dates and permit deadlines flagged as high urgency. These should be escalated to the property manager within 24 hours to prevent further frustration.

Since architectural guidelines were loaded, siding questions show 73% satisfaction — up from 0%. This validates the document-first approach and shows clear value from the platform.