The challenge
Senior living communities are expected to conduct satisfaction surveys with residents, families, and staff to ensure quality services, quality care, and meet regulatory standards. However, traditional survey methods present numerous challenges.
- Paper surveys often require manual data entry, making them time-consuming and poorly integrated with systems, leading to delays and redundant work.
- Existing methods prioritize quantitative scores over qualitative feedback, missing deeper insights into resident needs.
- Phone surveys by market intelligence companies are costly (around $45 per call) and often yield low response rates with limited actionable insights.
- Important resident information is often stored in inaccessible formats or outdated, making it difficult for staff to use this information.
- Many senior living chains lack a standardized corporate procedure for collecting survey results, leading to inconsistencies as each community conducts surveys in its own way. As a result, the corporate office struggles to allocate resources efficiently.
Implementation
The concierge provided resident contact details, and MemoMate handled the rest. Using K4 Connect, residents were informed of the upcoming survey, which was launched automatically without requiring staff intervention.
The surveys were conducted between December 4, 2024, and December 22, 2024, and included a sample of 52 residents from independent living.
After the announcement, the survey calls were initiated automatically without any need for staff intervention.
Key Outcomes
Response Rate
MemoMate successfully interviewed 42% of the residents, with conversations averaging 6 minutes and 31 seconds. The shortest call lasted 4 minutes and 6 seconds, while the longest extended to 17 minutes and 11 seconds.
Resident Feedback
Residents provided overwhelmingly positive feedback, with dining services receiving particularly high satisfaction ratings—a notable result, as dining is often an area of frequent critique in senior living communities.
Marketing Potential
Survey results can be leveraged to enhance Ovation’s online reputation by using them for reviews on platforms like A Place for Mom and Google.
Data-Driven Decisions
MemoMate’s open-ended questions uncovered key resident preferences that were previously unknown to the team, such as:
- Later opening hours for the bar on weekends.
- Later start times for activities.
- Expanded transportation options in the evenings and weekends.
These insights were compiled into actionable reports shared with the management team. This approach ensured that changes were not only applied community-wide but also personalized to meet individual needs. Targeted improvements included adjusting meal portions, introducing new activities, and tailoring services to better align with resident preferences.
Quality of Responses
MemoMate’s AI-facilitated calls encouraged residents to share honest and detailed feedback, often exceeding expectations. Many residents stayed on the line longer than anticipated, providing richer insights into their needs and preferences. The feedback reassured management of areas they were already excelling in while uncovering opportunities for improvement.
Excellent Service
Residents expressed high satisfaction with Ovation’s services, giving an average rating of 8.5/10 and an NPS score of 9.2.
Sentiment Analysis
MemoMate’s AI analyzed the sentiment of resident responses, identifying patterns and trends in satisfaction and emotional states. This deeper understanding enabled Ovation to address concerns proactively and tailor their approach to meet residents’ emotional and social needs, further enhancing the overall resident experience.
Limitations
The response rate was slightly lower than anticipated due to the holidays, and residents who missed their survey call were unable to reschedule or initiate a callback. Future implementations include rescheduling options or callback features to improve participation.
What’s next?
The successful implementation of MemoMate at Ovation by Heartwood Preserve demonstrated the immense value of centralized, actionable data for improving resident satisfaction and streamlining operations. MemoMate not only provided deeper insights into resident needs but also saved staff countless hours of work, allowing them to focus on delivering exceptional care.
Encouraged by these results, Ovation by Heartwood Preserve plans to deploy MemoMate for post move-in surveys with new residents arriving in 2025.
Looking ahead, MemoMate is committed to further innovation by:
- Introducing predictive analytics to identify residents at risk of moving out and enable proactive retention strategies.
- Integrating feedback directly into workflows to create real-time feedback loops for more responsive care.
- Automating testimonials to generate online reviews and seamlessly integrate data into third-party systems, ensuring resident feedback is accessible and actionable across all platforms.
MemoMate’s future developments will continue to drive measurable outcomes, empowering senior living communities to deliver better care, improve satisfaction, save time, and enhance their bottom line.
Contact Us
Phone: +1 (917) 675 3009
Email: raphael@memomate.app
Website: www.memomate.app