Engagement & Satisfaction Research
Studies show that a satisfied customer will tell two to three people about his experience with your organization. Dissatisfied customers will share their lament with four times that number of people.
We’ve all heard this axiom. That is why it is not only important, but critical, to know how your customers feel. Holleran is a recognized leader in consumer satisfaction research, including residents, family members, and employees. The research studies are characterized by high-level customization, extensive experience and statistical reliability.
Holleran’s full-service research process has been developed over the last two decades and incorporates extensive input from stakeholders, executive management, national industry standards, residents and family members, boards and consumers. We are proud to report national response rates above 70%, some as high as 80% and 90%.
PROPRIETARY SATISFACTION BENCHMARKS
Holleran has developed sizeable not-for-profit satisfaction databases of benchmarking scores in the nation. Holleran’s databases are segmented by level of care and currently reflect hundreds of communities across 43 states and Canada.
Engagement is the single most critical business lever your organization has to not only sustain itself, but also thrive in the future. It is a strategic imperative that drives real business outcomes. The only tool of its kind, Holleran’s unique Engagement Index provides a quick look at the overall engagement levels that allow your organization to strategically position for change and growth.
We categorize engagement into five zones – the Orange Zone is full of Catalysts who are highly engaged and invested in the overall success of the organization, they are the ones who will defend and refer your community. The Blue Zone includes Advocates, Endorsers, and Contributors, these employees show up, do their job, and the majority of them are satisfactory employees, but they are not maximizing your organizational value. The Green Zone consists of active or passive Resistors who are the most disengaged. They become the naysayers and toxic individuals who threaten the culture of your organization.
ENGAGEMENT & SATISFACTION RESEARCH PRODUCT HIGHLIGHTS
- High level project management
- Professionally developed, customized survey tools
- National benchmarks
- Trending analyses
- Qualitative feedback
- Electronic, telephone, on-site and written surveys
- In-house data entry and call center
- Custom reporting
- On-site presentation of findings and post-report consultation
- Templates for easy dissemination of information to stakeholders
- Tools for action planning and goal setting
- Written guide for next steps
- Online reporting and action planning