Sensight Surveys - Delight and Retain Your Senior Living Residents and Staff With Surveys Done Right

Editor's Notes

1. OK, so it all starts with a survey. Here is a snapshot of domains of satisfaction we measure on our customer and employee experience surveys. Aside from overall ratings of the community, our customer survey asks about community management, staff members, dining, activities, resident care, the community’s physical environment, and supportive services like front desk, transportation, and security staff. Our employee experience survey measures overall employee ratings, views related to the company mission, job preparation, job design, enjoyment on the job, community leadership, relationships with coworkers, and customer service. For today’s example, let’s say resident surveys were conducted at Swank Home communities, a fictitious assisted living company.
2. The fourth way to find opportunities in your survey data is by looking at the resident and team member comments written on your surveys. Our survey forms include two open-ended questions that ask residents and team members 1) what do you like best about your community and 2) what is the one most important thing we can do to improve your community. We review and code each comment into a topical theme. For example, if a resident writes that the food is cold that comment is coded under dining experience. If a team member writes that he or she is often short on resident care supplies, that comment is coded under equipment and supplies. To find top opportunities in your comments, rank order the themes from most to least prevalent. This will give you an idea of what topics are top of mind for residents and team members. So you can see in this chart that in response to what is the one most important thing we can do to improve your community, 17.5% of team members mentioned something about community management. Another 15.4% said something about recognition, pay, or benefits.
3. We have identified 4 steps needed to turn your results into positive change in your communities.
4. OK, so today’s key take aways are: Happy customers and employees are good for business because they cost less than new customers/employees and can help bring in new business Surveys let you hear the true voice of your customers and employees because they provide a safe outlet for sharing feedback. We talked about 4 ways to identify opportunities in your survey data And we shared steps for how to act on those opportunities to make positive change in your communities. Thank you so much for your time. We are happy to answer any questions you have.
5. OK, so today’s key take aways are: Happy customers and employees are good for business because they cost less than new customers/employees and can help bring in new business Surveys let you hear the true voice of your customers and employees because they provide a safe outlet for sharing feedback. We talked about 4 ways to identify opportunities in your survey data And we shared steps for how to act on those opportunities to make positive change in your communities. Thank you so much for your time. We are happy to answer any questions you have.