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Customer Service in Assisted Living: Strategies for Building Successful Partnerships


Customer Satisfaction


 The Issue

Listening to the needs and wishes of our residents and their loved ones is how assisted living providers ensure person-centered care. Research also shows that communities with the highest rates of satisfaction perform better in other organizational outcomes.

 Ideas to Get Started

  • ​Work with your customer satisfaction vendor to add CoreQ into your surveys
  • Upload your CoreQ data to LTC Trend Tracker to benchmark with your peers
  • Utilize additional questions in your satisfaction surveys to identify and address areas for improvement
  • Share results with resident and family councils and staff, utilizing feedback
  • Develop a process for addressing and responding to complaints
  • Utilize feedback to assist in prioritizing quality improvement projects.

 Track Your Progress





  • Being “Yes” Motivated

    Ann McMann of Boardman Lake Glens in Traverse City, MI talks about how ensure high customer satisfaction by encouraging staff to be "yes" motivated. Boardman Lake Glens was one of four assisted living communities to demonstrate it achieved all four of NCAL's Quality Initiative goals in 2017.


  • AHCA/NCAL - Intergenerational Programming

    ​This assisted living community in Stillwater, Oklahoma brought seniors and children together by attaching a pre-kindergarten classroom to the building.


​DISCLAIMER: The AHCA/NCAL quality programs’ contents, including their goals and standards, represent some preferred practices, but do not represent minimum standards or expected norms for skilled nursing and/or assisted living providers. As always, the provider is responsible for making clinical decisions and providing care that is best for each individual person.​