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Do you know how your senior living residents and team members feel? A good survey program gives you the honest feedback you need to gauge what you are doing well, what improvements are needed, and how to act on your results in a way that will delight and retain your residents and staff, build positive word of mouth, and grow occupancy. This SMARTwebinar covers: • The truth about customer and employee satisfaction and retention • What a well-designed survey program will help you learn • How to act on your results to create positive change in your community
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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
