The leading technology-based insights agency, Perceptive (part of Clement Group), monitors satisfaction and customer loyalty across Australia, utilising the internationally accepted Net Promoter Score (NPS) tool.
They identify that customers who deal with charities are the most satisfied with their customer experience and will recommend a service to a friend. Charities have an NPS score of 27.
Right behind charities, is the retirement village sector. In January 2018 it scored an NPS of 23, a slight dip post the Four Corners program seven months earlier, from an NPS of 25 in 2013.
The scores were one output from the National Resident Surveys we conduct. In 2018 we surveyed 19,200 village residents and their NPS rating.
Time to champion ‘trust’ with an elevated NPS
Australia has now experienced four months of COVID isolation, revealing how fragile support and community is for our older citizens.
The pullback of loosening restrictions in Victoria this week drive home that we are not returning to normal anytime soon.
Over the past three weeks, we have conducted 120 minute face-to-face interviews with retirement village prospects, drilling deep into their emotions in this COVID world. They are increasingly alarmed about their own security, and seeking a genuine answer.
The time is now to champion trust in retirement villages.
What NPS can now be achieved?
The village sector has powerfully responded to supporting residents in COVID isolation.
Now is the time to capture this story and tell it proudly. In September we are putting into the field our 2020 National Resident Survey which will again capture today’s NPS for each participating village and for the whole sector.
If you want to demonstrate to your residents, your staff and prospective customers the positive impact your COVID support program achieved, join the National Resident Survey.
If you want retirement villages as a sector to be recognised by customers, the media and regulators, join the National Resident Survey.
Can we pass the charities NPS of 27? It is within striking distance but there is only one way to demonstrate that retirement villages are the No. 1 sector for customer satisfaction, by asking your residents.
Since 2008, the DCM Research programs have been the leading source of marketing intelligence for retirement village operators – over 1,000 villages have participated.
Download a prospectus here.
