Vintage Senior Living and LRA Worldwide in Service Excellence Initiative
USA - Program will focus on individual service at each community
Vintage Senior Living, a family of vibrant retirement
communities in California and Washington, has launched Service
Excellence, a comprehensive customer service program designed to
cultivate a sense of belonging and a focus on individual service
at each community.
As a centerpiece of this effort, Vintage Senior Living has
enlisted LRA Worldwide, Inc. to design and administer a
comprehensive survey program to gather feedback from residents
and their family members.
The quarterly survey will not only help Vintage Senior Living
gauge resident and family member satisfaction, but also
prioritize improvement efforts based on what is most important
to those stakeholder groups.
The program will touch Vintage Senior Living residents and
family members across the company's full continuum of care -
senior living, assisted living and memory care for Alzheimer's
and other dementia. LRA, which is a leader in the field of
Customer Experience Management (CEM), will provide the ongoing
analysis of the survey results.
"Our goal is to build a strong, lasting relationship with every
resident who entrusts us with their care," explained Gabrielle
Windsor, the Service Excellence research champion for Vintage
Senior Living. "LRA's approach helps us understand the dynamics
behind creating those lasting relationships with residents and
their families, as well as what makes them tell their friends."
In addition to the resident and family member survey, LRA is
assisting Vintage Senior Living with primary research on several
additional components of the "resident experience," including
the sales and move-in processes. LRA will also conduct an
employee engagement study in order to help Vintage Senior Living
further align its employees with their Service Excellence
culture.
"The Vintage Senior Living research program is designed to
reveal insights into what experiences create a lasting bond
between a resident, their family members and the community,"
said Mike Phillips, Senior Vice President of Research for LRA.
"The goal is to provide an understanding of those experiences so
they can be replicated on a resident by resident, community by
community basis."
Phillips and LRA's research practice will oversee the Vintage
Senior Living program. In addition to its work with Vintage, LRA
has developed research instruments designed to measure and
enhance the customer experience in industries as diverse as
healthcare (Sunrise Senior Living, ARAMARK Healthcare), sports
(International Speedway Corp., National Football League), skiing
(Stowe Mountain Resort), entertainment (Live Nation, The Grand
Opera) financial services (Wells Fargo Home Mortgage, UPS
Capital), timeshare (Hyatt Vacation Clubs), gaming (The
Cosmopolitan of Las Vegas, Station Casinos) and hospitality
(Mandarin Oriental Hotel Group), among others.
About LRA Worldwide, Inc:
LRA Worldwide is a leading research and consulting company in
the emerging discipline of Customer Experience Management (CEM).
We work with our clients to help them design and deliver
consistently exceptional customer experiences in order to drive
customer satisfaction, loyalty and advocacy, and company growth
and profitability. Info:
www.LRAworldwide.com.
About Vintage Senior Living
Vintage Senior Living is a family of retirement communities.
Established in 1998, Vintage Senior Living offers a vibrant
senior living lifestyle specializing in independent senior
living, assisted living and memory care services for Alzheimer's
and other dementia. Its mission is to help residents thrive in
mind, body and spirit through the dedication of its staff and
the excellence of its programs. Vintage Senior Living operates a
total of 23 communities with 22 throughout California in
addition to its retirement community in Tacoma, Wash. Info:
www.vintagesenior.com.
