Lynn Ackerman, Ph.D., is co-founder and chief customer officer at Sensight Surveys LLC. Reposted from McKnight's Senior Living Marketplace on January 28, 2021 Senior living providers have gotten their fair share of media coverage during the COVID-19 pandemic. Although many stories have focused on the challenges group care settings have faced while [...]

You’d like to make an improvement in your community.  Perhaps you recently conducted a survey and received feedback from residents that the food is often cold.  Maybe your care team is frustrated that resident care supplies are always running out.  Perhaps team members have been asking for more training.  Whatever [...]

At Sensight Surveys, we help clients see where they are performing well and where they can improve to increase employee and resident engagement.  Our 15 years of research shows time and time again that communities with high engagement levels have a rock star management team.  The evidence is in the [...]

  There are two main reasons you should be measuring resident and employee engagement in your senior living communities.  One is to understand the broad emotional sentiment residents and employees have toward your organization.  The other is to understand practically which service areas should be the focus of your continuous [...]

ENGAGEMENT.  This word gets thrown around in business circles as something important to achieve. Indeed, research shows that employee engagement predicts important business outcomes like retention, productivity, and profits.  And high levels of customer engagement have been linked to brand loyalty, repeat business, and increased referrals. But what is engagement, [...]

Watch the webinar Sensight Surveys hosted on how to engage your team members and increase retention based on decades of proven research. https://youtu.be/lA_xczOGC3U

Is it true that, more than anything else, senior living employees want to feel appreciated for their work? YES IT IS. Two things we have found to be universally true from 15 years of surveying senior living employees: Recognition and praise for a job well done is the number one [...]

As Chief Customer Officer for a senior living survey company, one promise I make to my customers is that our analysis of their survey data will allow them to clearly identify top opportunities to improve and grow their business. A new trend in customer survey reporting is to summarize customer [...]

I have not spoken to one executive director that didn’t wish for full occupancy and high resident retention. My advice on how to make this happen: Find out what it would take to make your residents loyal advocates of your community, and do those things. Surveying your residents can give [...]

You conducted a satisfaction survey with your residents and team members. You reviewed your results and have a good idea of what you are doing well and what could use some improvements. Now what? Follow the steps below and I promise you will see a drop in resident and employee [...]