Client surveys provide valuable feedback
Since 2010, Living Choice has sent out thousands of surveys to those who have enquired about a Living Choice village. Initially, “hard copy” surveys were sent out but in recent years, clients receive an email inviting them to complete the survey electronically.
The questionnaire varies, depending on whether the enquiry was made by phone, via email, through the Living Choice website, at an expo or by personally visiting the village. The questionnaire asks clients to rate our homes, facilities, service and marketing material. All those who respond have their name entered in the monthly draw to win a gourmet hamper valued at $200.
Recently, Michael and Karen Harvey of Paradise Point were the lucky winners of the hamper and popped into the display apartment at Living Choice Parkwood to collect it from sales consultant, Angelina Hackett.
After Michael and Karen visited the display apartment in August, Karen completed the survey and rated the apartment and quality of service by the sales consultant very highly. They also subsequently deposited on a two-bedroom, north-facing Kestrel apartment in the Columbus building.
Living Choice National Marketing Manager, Linda Hooper, said the client surveys were introduced after attending a Retirement Village Association Conference in 2010. “Most of the session was devoted to the importance of conducting resident surveys, but the question was also asked – `what do your clients think of you?’.
“When I returned to the office, we introduced the client survey program and it has been running for 12 years, providing valuable feedback on the standard of our homes, facilities, gardens, sales service and marketing material. We also value suggestions on how we can improve in the future.
“There is also a question about what factors are important when making the decision to move into a retirement village. Although these vary according to the location of the village, the need for less home maintenance and gardening is usually the most popular reason.”
Thank you to all those who take the time to complete the survey – and congratulations to Michael and Karen on winning the latest monthly draw!