1507, 2016

How To Engage Your Senior Living Employees Now

Is it true that, more than anything else, senior living employees want to feel appreciated for their work?

YES IT IS.

Two things we have found to be universally true from 15 years of surveying senior living employees:

Recognition and praise for a job well done is the number one driver of engagement […]

1205, 2015

The Problem with Word Clouds: How To Get Real Insight From Your Customer Data

As Chief Customer Officer for a senior living survey company, one promise I make to my customers is that our analysis of their survey data will allow them to clearly identify top opportunities to improve and grow their business.

A new trend in customer survey reporting is to summarize customer comments […]

1104, 2015

Get Online Reviews From Your Customer Satisfaction Surveys

We do it all the time. We are preparing to make a purchase and seek out the opinions of those who have been there before us before making the plunge. With online reviews so readily available from sites like Amazon, Yelp, and Google, I won’t even buy a pair of […]

2402, 2015

Reap Major Benefits From Surveying Your Residents Like A Pro

 

2. Identify your top strengths and improvement opportunities from the survey results. Tabulate the percentage of residents who provided positive ratings for each question, for example ratings of Excellent and Very Good. Rank the scores from high to low. Read written comments and look for top themes in what residents […]

2101, 2015

Lower Your Resident and Employee Turnover With Surveys

You conducted a satisfaction survey with your residents and team members. You reviewed your results and have a good idea of what you are doing well and what could use some improvements. Now what? Follow the steps below and I promise you will see a drop in resident and employee […]

1212, 2014

How To Maximize Participation In Your Resident Survey

History shows that if you survey your residents and do nothing to promote the survey you will get around 30% back. That’s kind of low. Here is a list of things you can do to maximize participation in your survey. Our clients who have used a combination of these techniques […]

2010, 2014

10 Ways To Enhance Sales and Marketing With Your Survey Results

Customer and employee surveys are often viewed as a means for determining what is wrong and how it should be fixed, and for that they are an effective tool. However, focusing solely on needed improvements in your survey results is like posing for a picture with your bad side.  It […]

2809, 2014

3 Easy Tools For Tracking Improvement Efforts In Your Senior Living Community

Your survey results are in. You’ve identified your top improvement opportunities, shared the results with your team, and developed an action plan. Once improvement plans are underway, it’s tempting to wait until your next survey to find out if all your hard work has paid off. Go the extra mile […]

409, 2014

Employee Engagement Key To Award Winning Customer Experience

I recently read an interview with Bruce Temkin, founder and principal of Temkin Group, a customer experience research and consulting firm. The company hosts an annual event called the Customer Experience Excellence Awards, which recognizes companies that deliver exceptional customer experience.

In the interview, Bruce explains what winners of the award […]

408, 2014

What To Do When Your Employee Survey Says YOU Need To Change

As Executive Director or key member of community management, you are invested in retaining a high quality, committed workforce.  You know that turnover costs you time and money and understand the importance of creating a rewarding work experience for your team members.

So you decide to conduct an employee engagement survey.

The […]