Sensight Surveys - Delight and Retain Your Senior Living Residents and Staff With Surveys Done Right
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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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Sensight Surveys - Delight and Retain Your Senior Living Residents and Staff With Surveys Done Right
- 1. 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
- 2. 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
- 3. cared-for satisfied appreciated committed delighted connected happy valued frustrated angry ignored sad concerned Do you know how your customers and employees feel? disappointed
- 4. Today’s webinar will cover: • The truth about customer/employee satisfaction • What surveys can help you discover • How to act to create positive change
- 5. Yee-Haw!
- 6. Some jaw-dropping statistics For every customer complaint, there are 26 other unhappy customers who have remained silent. – Lee Resource Inc.
- 7. It takes 12 positive experiences to make up for one unresolved negative experience. – Ruby Newell-Legner author of Understanding Customers
- 8. It costs 6 to 7 times more to acquire a new customer than retain an existing one. – Bain & Company Retain a Customer Acquire a Customer
- 9. What your employees want • Achievement • Mastery • Autonomy • Sense of purpose • Connection • Appreciation - Lee Colan, author of Engaging The Hearts And Minds Of Your Employees
- 10. Our first poll How does your senior community or senior living organization typically conduct surveys? 1. We partner with a survey company 2. We administer our own surveys in-house 3. We do not conduct surveys
- 11. • 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
- 12. “We just have communities work on their lowest scores.”
- 13. Finding opportunities 1. Lowest scoring 2. Below benchmarks 3. High impact 4. Resident / team member comments
- 14. Finding opportunities 1. What are my lowest performing areas? • Broad areas of satisfaction • Individual survey items • Resident/team member segments
- 15. Drilling Down
- 16. Drilling Down
- 17. Scores by Demographic Group
- 18. Finding opportunities 2. How do I compare to benchmarks? • Prior reporting period • The company • The industry
- 19. Finding opportunities 3. Which improvements would have the greatest impact? • Priority improvement chart/table
- 20. Finding opportunities 4. What are residents and team members asking for? • Ranked comment themes
- 22. 2nd poll Has your community or organization been involved in a survey process that resulted in noticeable improvement? 1. Yes 2. No 3. Not sure or not applicable
- 23. “We need help turning our survey results into improvements.”
- 24. Four steps to improvement • Select 1 or 2 improvement goals • Hold feedback sessions • Create a SMART action plan • Monitor progress
- 25. Acting to improve 1. Select 1 or 2 improvement goals • Meet with leadership team • Decide what is achievable • Narrow the list
- 26. Acting to improve 2. Hold feedback sessions • Celebrate strengths • Share improvement plans • Discuss concerns and ideas
- 27. “You can’t cross the sea merely by standing and staring at the water.” ― Rabindranath Tagore
- 28. Acting to improve 3. Create a SMART action plan SPECIFIC MEASURABLE ACHIEVABLE RELEVANT TIME BOUND S M A R T
- 29. Action plan Goal: Provide every family member with a resident update once per month.
- 30. “We need a way to keep our communities accountable for following through on their improvement plans.”
- 31. 4. Monitor progress • Community level monitoring • Corporate level monitoring – Online action plan submission – Review and track on reports Resident Satisfaction with Meal Quality 82 Qtr 1 Qtr 2 76 74 74 69 69 60 70 80 90 100 Menu has nice variety of selections Meals look appetizing and taste good Dining room servers are attentive to my needs Percent Strongly Agree or Agree Average Minutes to Clean A Room 18 22 16 13 10 35 30 25 20 15 10 5 0 Week 1 Week 2 Week 3 Week 4 Week 5
- 35. Capitalize on your strengths 90% of consumers use positive reviews to make buying decisions -Zendesk Turn your positive comments into testimonials!
- 36. During Tours Your Brochure Employee Recruitment
- 37. 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
- 38. Questions ?
- 39. Exclusive Offer for Attendees! 10 Ways to Enhance Sales and Marketing with Your Survey Results Download will be available in follow up email
Notas del editor
- 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.
- 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.
- We have identified 4 steps needed to turn your results into positive change in your communities.
- 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.
- 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.