Resident Satisfaction Surveys: How to Exceed Benchmarks

Corporate Partners | June 19, 2012

Achieving high resident satisfaction results is key to the success of an aging services organization. This white paper from LCS describes how an optimum resident experience requires coordination and commitment to customer service and a meaningful method of measuring satisfaction.

Developing a Rich Resident Experienceis a whitepaper based on case studies from 5 continuing care retirement communities (CCRC) that have significantly exceeded industry benchmarks on resident satisfaction surveys.

This white paper was prepared with a focus on CCRCs, however, many of the findings can be applied to most senior living communities. 

Benchmarking resident satisfaction at CCRCs

For a CCRC to succeed, it must strive to achieve high resident satisfaction. To do this requires not just commitment, but also strong coordination and a meaningful way of measuring and benchmarking resident satisfaction, according to this white paper from LCS

CCRCs that emphasize programs that achieve social goods also realize benefits beyond the scope of the initial program.

Key to the success of these programs is the residents themselves, who should be leading the program with support from a community’s management.

CCRCs should also incorporate the 8 dimensions of wellness into community programming. Additionally, a community that has achieved high levels of excellence in dining services tends to be reflected in high resident satisfaction rates. 

Why high satisfaction levels matter

Achieving high satisfaction levels can increase resident referrals, and ultimately result in lowered marketing costs. 

Satisfaction surveys are key to monitoring the resident experience, but often management struggles to achieve high response rates.

Involving residents in survey distribution and collection can be an effective way to increase completion rates.