Resident Engagement Survey Yields Promising Results
October 3, 2019
To ensure residents are consistently satisfied with its services and offerings, Lifespace Communities conducts a yearly organization-wide engagement survey. As the most comprehensive measure of satisfaction across all 15 Lifespace communities, the survey is also used to gauge resident expectations, measure organizational success, and identify areas to enhance. Survey results from 2019 indicate a growing positive outlook of community living, with a vast majority of survey categories receiving higher scores when compared to the previous year.
“We’re firm believers in always improving our services, amenities and the overall resident experience, and it is nice to see that reflected by the uptick in the results,” said Ann Walsh, Lifespace senior vice president of operations. Walsh was particularly impressed with the positive perception of resident care, which was four points higher than the industry average. “Residents come first at Lifespace, and we’re pleased to see that resonate with the overall improvements.”
The strongest-performing categories were supportive services and team members, with 93% and 91% approval ratings, respectively. Supportive services include security, transportation and concierge services. Aspects measured within the team member category include how valued, respected and catered to residents feel while interacting with staff.
“What makes our communities special are the people who live and work there, so it’s always wonderful to see how highly residents regard our team members and vice versa,” added Walsh. “Our Living Lifespace culture program clearly shines with the residents’ acknowledgement in these surveys.”
Among all survey categories, the home office saw the largest improvement, with positive perception increasing 12 points compared to last year. The result comes on the heels of various substantial home office initiatives, including electing a resident to the Lifespace Board of Directors, revamping the organization-wide resident newsletter to improve communication, notable leadership hires, and the recent affiliation with Senior Quality Lifestyles Corporation.
“With a footprint across eight states, it’s increasingly important for the home office and our communities to be unified through shared values, goals and expectations,” explained Walsh. “There’s still room for improvement, but we’re happy to be making good progress, including introducing a resident forum for input and feedback from our resident leaders on our key operations initiatives.”
Given this year’s promising survey results, Walsh expressed excitement for what’s ahead. “Resident feedback is the cornerstone of many great initiatives we undertake, and we’re looking forward to the year ahead. Thank you to everyone who took the time to participate in this year’s engagement survey. We won’t stop our improvement efforts and we appreciate serving you every day.”
[In photo: Ann Walsh (left) with resident Irene Akerman of Village on the Green.]
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