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

Delight and Retain Your Residents and Staff with Surveys Done Right

Presented by:Lynn Ackerman and Mark Ackerman, Cofounders

Sensight Surveys

Feel free to tweet your questions or comments to @GetSLSmart or use #SMARTWebinar

About Your Presenters

Lynn Ackerman, Ph.D.Chief Delight Officer• Ph.D. in Experimental

Psychology• 13 years market research and

business improvement consulting for senior living

Mark Ackerman, M.A.Chief Technology Officer• M.A. in Clinical Psychology• B.A. in Computer Science• 13 years market research and

data visualization solutions for senior living

cared-for

satisfied appreciated

connecteddelightedcommitted

happyvalued

frustratedangry

ignoredsad

concerned

Do you know how your customers and employees feel?

disappointed

Today’s webinar will cover:

• The truth about customer/employee satisfaction

• What surveys can help you discover

• How to act to create positive change

Yee-Haw!

Some jaw-dropping statistics

For every customer

complaint, there are 26 other

unhappy customers who have remained

silent. – Lee Resource Inc.

It takes 12 positive experiences to make up for one unresolved negative experience. – Ruby Newell-Legner author of Understanding Customers

Acquire a Customer

Retain a Customer

It costs 6 to 7 times more to acquire a new customer than retain an existing one. – Bain & Company

What your employees want

• Achievement• Mastery• Autonomy• Sense of purpose• Connection• Appreciation

- Lee Colan, author of Engaging The Hearts And Minds Of Your Employees

Our first poll

How does your senior community or senior living organization typically conduct surveys?

1. We partner with a survey company2. We administer our own surveys in-house3. We do not conduct surveys

• Overall Ratings• Community Management• Staff Members• Dining Experience

• Activities• Resident Care• Environment• Supportive Services

• Overall Ratings• Mission• Job Preparation• Job Design

• Enjoyment• Leadership• Coworkers• Customer Service

“We just have communities work on their lowest

scores.”

Finding opportunities

1. Lowest scoring2. Below benchmarks3. High impact4. Resident / team member comments

1. What are my lowest performing areas?• Broad areas of satisfaction• Individual survey items• Resident/team member segments

Finding opportunities

Drilling Down

Drilling Down

Scores by Demographic Group

2. How do I compare to benchmarks?• Prior reporting period• The company• The industry

Finding opportunities

0 50 100

% Strongly Agree or Agree

-5.0 0.0 5.0

Change from Prior

West Arizona

California

North South Dakota

Minnesota

East Maine

New York

83

81 1.9

2.3

79

82

0.9

5.1

79

81

-1.6

4.4

Overall Satisfaction by RegionCurrent Period Compared to Prior Period

3. Which improvements would have the greatest impact?

• Priority improvement chart/table

Finding opportunities

4. What are residents and team members asking for?• Ranked comment themes

Finding opportunities

ThemeVery Satisfied WithCommunity Overall Comment

Dining Strongly Disagree Better choices of groceries. Meat bought locally and fresh fruit and veg. We need Cast Iron Skillets to cook in.

Mixed A good cook.

Better assortment of food at different vegetables, baked goods, have a better assortment.

Have coffee, don't like decaf.

Improve the food preparation.

Organic meal serving.

The food is good but would like more variety of meat. Sometimes the food is cold!!

Agree A little change of menu.

Better food.

Better meals.

Better quality of food.

Food!! The food is in need for improvement.

Food.

Have less salt in the food. Post meals all the time. They serve too much cheese.

Hotter food. It's always cold and sugar free items.

How the vegetables are cooked.

Make some of the food a little different because I can't eat nuts, coconuts, tomatoes, so I would like them to use tomato juice, fruit salad w/no coconut.

Need less soup served, as it is hard for the seniors to eat and is very messy.

Need more servers for meals. Longer meal time (45 minutes).

Provide less salty meals. Focus on healthy food for seniors.

Serve good foods.

Variety in meals - same thing every month. It just repeats.

Strongly Agree Background music in the Dining Room should be beautiful music, not a local radio station. After country music (WJOD), not the music residents relatetoo.

Better food choices.

Diabetic meals.

More fresh vegetables/fruits.

More variety in menus.

More variety of meal choices. Too much chicken!!

The young man is very good cook but the days he is off an older lady is not always a good cook.

Current Year Verbatim Comments

2nd poll

Has your community or organization been involved in a survey process that resulted in noticeable improvement?

1. Yes2. No3. Not sure or not applicable

“We need help turning our survey results into

improvements.”

• Select 1 or 2 improvement goals• Hold feedback sessions• Create a SMART action plan• Monitor progress

Four steps to improvement

4

Acting to improve

1. Select 1 or 2 improvement goals• Meet with leadership team• Decide what is achievable• Narrow the list

Acting to improve

• Celebrate strengths• Share improvement plans• Discuss concerns and ideas

2. Hold feedback sessions

“You can’t cross the sea merely by standing and staring at the water.” ― Rabindranath Tagore

Acting to improve

3. Create a SMART action plan

SPECIFIC

MEASURABLE

ACHIEVABLE

RELEVANT

TIME BOUND

S

M

A

R

T

Action plan

Goal: Provide every family member with a resident update once per month.

“We need a way to keep our communities accountable for following through on

their improvement plans.”

4. Monitor progress

• Community level monitoring• Corporate level monitoring

– Online action plan submission– Review and track on reports

Dining room servers are attentive to my needs

Meals look appetizing and taste good

Menu has nice variety of selections

60 65 70 75 80 85 90 95 100

82

76

74

74

69

69

Resident Satisfaction with Meal Quality

Qtr 1 Qtr 2

Percent Strongly Agree or AgreeWeek 1 Week 2 Week 3 Week 4 Week 5

0

5

10

15

20

25

30

35

18

22

1613

10

Average Minutes to Clean A Room

Capitalize on your strengths

Turn your positive commentsinto testimonials!

90% of consumers use positive reviews to make buying decisions -Zendesk

During Tours

Your Brochure

Employee Recruitment

Key Take-Aways

• Happy customers and employees are good for business

• Surveys let you hear the true voice of your customers and employees

• Identify opportunities in your survey data

• Act on opportunities to make positive change

Questions

?

Exclusive Offer for Attendees!

10 Ways to Enhance Sales and Marketing with Your Survey

Results

Download will be available in follow up email