You are here

Homestead Village Customer Satisfaction Results Once Again Positive

Monday, July 15, 2013

Thank you very much to all of the residents who took the time to compete this years satisfaction survey.  The 2013 Bi-annual Resident Satisfaction Survey once again revealed a high level of satisfaction on the part of Homestead Village Residents with some clear opportunities for improvement.  The survey contains two key components.  The first is the 20+ questions rating the performance of Homestead Village.  The second are the comments provided by the residents who completed the survey.  Both components are equally important to understanding Homestead Village satisfaction and improvement opportunities.

Statistical Scoring
The statistical scores are based on the following key:
4 - Exceeds Expectations
3 - Very Satisfied
2 - Satisfied
1 - Dissatisfied
0 - Very Dissatisfied
A careful analysis of the results revealed the following information.

Residences: Highest Satisfaction:  
[overall satisfaction]
Apartments #17 Consistent staff helpfulness 3.77
[2.91] #7  Housekeeping 3.37
#2 Transportation 3.31
#16 Communications admin/resident 3.12
#12  Snow Removal    3.00
Villas #17 Consistent Staff  helpfulness 3.06
[2.85] #12 Snow Removal       2.95
#8  Activities & Recreation  2.94
Cottages #8  Activities & Recreation  3.88
[2.74] #7 Housekeeping  3.67
#6 Laundry    3.33
#9 Activities Choices 3.30
Mews #17 Consistent staff helpfulness 3.60
[2.79] #12 Snow Removal   3.57
#8 Activities & Recreation  3.18
#9 Activities Choices 3.13
     
  Highest Satisfaction:  
  Consistent Staff Friendliness, Helpfulness
  Activities & Recreation - Value & Choices
  Housekeeping
  Snow Removal  
Residences:  Opportunities for Improvement:  
[overall satisfaction]
Apartments #5 Apostles Center for Care         2.27
[2.91] #19  Food Quality                2.29
#18 Village Café Value  2.39
#4  Infirmary Care Quality and Avail.  2.51
#10  Upkeep/repair  2.63
Villas #19 Food Quality   2.10
[2.85] #18 Village Café Value    2.26
#10 Upkeep/Repair 2.33
Cottages #10 Upkeep/Repair  2.35
[2.74] #19 Food Quality  2.44
#4 Infirmary Care Quality & Avail.  2.50
#5 Apostles Center for Care   2.50
Mews #10 Upkeep/Repair    2.01
[2.79] #14 Grounds/Landscaping   2.18
#19 Food Quality        2.31
#18  Food Value    2.31
   
  Key Areas For Improvement:  
  Food (Village Café) Quality & Value
  Upkeep/Repair
  Apostles Center for Care  
  Infirmary Care & Availability

The good news is that the lowest ratings in most cased averaged close to very satisfied!  The very lowest ratings averaged better than satisfied.  The most important benefit of the statistical survey are the Key Areas For Improvement.  Utilizing the comments, each of these areas will be the top focus of attention in the future.

One of the most positive statistics is the percent of residents who would recommend Homestead Village to a friend or family member. In business, this is known as the Net Promoter Score. Here are those percentages for each residence area:
Apartments - 97.4%
Villa Court - 92%
Cottages - 95.6%
Mews - 100%

The overall net promoter score is over 97%!
The leadership of Homestead Village is currently reviewing all of the comments and formulating its strategy to address as many as possible in the coming weeks and months.  We will keep you updated on our progress!