4:30-5:30 p.m

97-I. How Do You Maximize Resident Satisfaction and Boost Outcomes? Ask Them!

Delighted residents help senior living organizations achieve positive business outcomes, including higher referral and move-in rates. This session will show you how to increase your chances of delighting residents by implementing a satisfaction research initiative that uses feedback surveys to listen and respond to the collective voice of residents and family members. You’ll learn how to engage residents in the survey process, use survey results to identify top improvement opportunities, and make changes that matter most to residents. Representatives who achieved 100% participation and exceptional satisfaction scores on resident surveys will give you advice on engaging residents in the feedback process and responding to survey findings with sincerity, purpose, and transparency.

• Lynn Ackerman, Co-Founder and Chief Customer Officer, Sensight Surveys
• Ben Blankenship, Executive Director, Westminster Village West Lafayette
• Emily Garba, Associate Executive Director, Friendship Village of Tempe
• Jonna Wisnieski, Director of Market Research, LCS