The Challenge
At American House Riverview, resident feedback was traditionally gathered through two methods: an annual survey and biannual department-specific surveys created by the Life Enrichment Director.
The annual survey—distributed via paper or online—often took several months to compile and analyze, delaying opportunities for meaningful improvements. Meanwhile, the department surveys required significant manual effort: the Life Enrichment Director spent several days creating and editing them, then distributed them door-to-door, a process taking about 25 minutes per round.
After remaining open for nearly two weeks, responses were manually entered into spreadsheets by the director and her support staff, further burdening an already busy team and introducing delays in acting on residents’ feedback.
Plan of Approach
MemoMate partnered with the Life Enrichment Director to completely reimagine the survey process. Together, they clarified the survey’s objectives and streamlined the question set from 26 to 10 high-impact, actionable questions.
Residents were notified in advance, and their contact information was consolidated into a single Excel file. MemoMate’s AI then conducted automated phone interviews, eliminating manual distribution and data entry while capturing more authentic, qualitative insights.
Key Results
- Response Rate: 57%
- Average Call Length: 4.1 minutes
- Time to Completion: 8 days—a 74% reduction in time compared to the former 4-week timeline
- Impact: Accelerated data collection, higher engagement, and immediate access to actionable insights
What’s Next
Based on the success at American House Riverview, the corporate team is now exploring MemoMate’s expansion across other departments and communities within the American House portfolio.