Lifespace Communities Honored by the Mather Institute for Innovative Resident Survey Practices

At Lifespace Communities, we are committed to enhancing the resident experience, an effort that has earned us a 2024 Honorable Mention from the Mather Institute Promising Practice Awards. Since 2021, we’ve been gathering valuable resident feedback through biannual surveys. Using the globally respected Net Promoter Score (NPS), we assess satisfaction across key areas such as Culinary, Maintenance, Healthcare, and Lifestyles/Activities. NPS, a measure of customer loyalty widely recognized across industries but still emerging in senior living, evaluates how likely residents are to recommend our communities. Feedback is categorized into promoters, passives, and detractors, providing a clear view of resident sentiment and a foundation for continuous improvement.

Lifespace adopted NPS not only to measure resident satisfaction but to use these insights as a springboard for targeted actions that enhance daily life within our communities. For example, feedback received through NPS led to the introduction of a more flexible meal program, directly addressing resident preferences in Culinary services. This responsive approach has shown measurable success: Culinary satisfaction increased from 55% in September 2022 to 72% in September 2024, and our overall NPS score has risen from 26.5 to 53.1 over the same period. These scores, with ratings above 50 indicating a high level of satisfaction and loyalty, reflect the positive impact of our resident-centered initiatives.

Our NPS-driven improvements demonstrate the value of data-backed strategies in senior living, setting Lifespace apart as an industry leader committed to innovation and excellence. By consistently collecting, analyzing, and acting on resident feedback, we not only enrich our residents’ daily experiences but also raise the standard for quality across our communities. Our recognition by the Mather Institute affirms our dedication to creating environments where residents can live their best lives, and we are excited to continue our mission with a focus on continuous improvement and resident empowerment.

 

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