The Challenge
Covina Campus sought to better listen to the voices of its residents and understand their perspectives across its campus—without adding to staff administrative burdens. Traditional feedback tools were slow to execute and difficult to translate into actionable insights.
Background
MemoMate partnered with the leadership of Covina Campus (including Executive Director Vincent Gonzaga) to enhance how resident feedback was gathered and leveraged. The initiative focused on resident voices in Independent Living and Assisted Living, using streamlined contact lists and an automated call-based survey process.
Plan of Approach
Residents were introduced to the survey tool via a brief walkthrough, and an easy-to-use info sheet explained what to expect. Because the process required no staff intervention, residents could respond freely and conveniently. All data was captured, transcribed, and categorized automatically by MemoMate’s platform.
Key Results
- Completion Rate: 75%
- Average conversation length: 8m20s
- Timeline: All interviews finalized in 9 days
- Staff Efficiency: No manual data entry or processing required
- Insight-Ready: Results organized by category and ready for leadership review
- Broad Use: The platform enabled the team to access, filter, and present resident sentiment clearly and effectively
What’s Next?
Covina Campus will now expand its use of MemoMate to include post–move-in surveys and other ongoing feedback calls designed to capture residents’ voices throughout their journey. These new, self-managed surveys will help the team stay closely connected with residents, ensuring their needs and preferences are continuously understood.
With MemoMate, Covina can easily gather insights, follow up on feedback, and make informed improvements — giving residents a simple and meaningful way to be heard while keeping the process effortless for staff.