Q1 & Q2 2024 Family Resident Move In Experiences

In Q1-2024 and Q2-2024, Bild & Co conducted post move in surveys on 118+ family members and 25 residents and their experience 90 days after their move in. This resident move in experiences study targets multiple states in the U.S. Below is the executive summary and the data trends that were uncovered.

Target Locations: National
Time Periods Data Analyzed: 1/1/2024 – 6/30/2024
Data Reviewed: Family and Resident Move In Experiences Post 90 days

• On a scale of 1 to 10, with 10 being the best, 71% of family members and 82% of residents rated between 8-10 for the overall experience since they had moved into the community. For those who rated the experience a 7 or below, 65% of respondents stated that customer service was the biggest issue and 35% dining options was the second highest issue.
• 88% of all respondents rated associate communication and responsiveness either fantastic or average.
• After surveying the residents, 83% are satisfied or very satisfied with how the community has made them feel at home within the first 90 days.
• A few of the most consistent complaints residents submitted were regarding a better customer service to families, staff responsiveness, housekeeping/laundry and meals/dining options.

Q1 & Q2 2024 Family Resident Move In Experiences

Overall Communication Rating:
88% of all respondents rated associate communication and responsiveness either fantastic or average while 12% said they needed improvement with the associates and their level of responsiveness.

Apartment Satisfaction Rating:
On average, 95% of respondents stated that they were happy with their apartment choice while the other 5% were interested in exploring other floor plans.

Housekeeping Feedback:
Common feedback regarding housekeeping:
Is housekeeping meeting your expectations regarding the upkeep of your apartment and laundry? 11% of respondents we either dissatisfied or very dissatisfied with the housekeeping.

• Laundry (not completed, inconsistent, done poorly) is the #1 complaint
• Room cleaning frequency
• Clothes lost, being thrown into closet/not folded, disorganized
• Trash not being completed or unknown of schedule.
• Housekeeping not done well, dust/stains etc..
• Unclean floors, bathrooms, overall apartment not cleaned.

Visiting Feedback:
When family is visiting you, is there anything that can be done to improve the experience?

#1 Complaint: Communication from staff

Common feedback regarding visits:

• Lack of communication on medicine, food, housekeeping, care etc.
• Food quality is not up to expectations, needs better options.
• Front desk/Receptionist communication is an issue, signing in is a long process.
• More unique activities available for visitors and residents.
• The rooms are unkept and need better housekeeping.

Menu/Dining Experiences:
When asked how respondents enjoyed the menu selections, 70% were either satisfied or very satisfied. 23% were neutral while 6.5% were dissatisfied or very dissatisfied.

When asked which 2 areas of dining experiences were of most importance,

• 52% of respondents chose dining areas are clean.
• 31% of respondents staff is responsive/friendly.

The top complaints were the quality of food (items overcooked, served cold etc.), lack of flavor/ingredients or bland recipes, and very limited choices or too repetitive of a menu.

Care Experiences:

88% of respondents were either very satisfied or satisfied.
The top complaint for care was lack of staffing or lack of experienced staff to ensure proper and quality care.