Studies show that a satisfied customer will tell two to three people about his experience with your company. 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 resident, employee, customer and donor satisfaction research. The satisfaction research is characterized by high-level customization, extensive experience and statistical reliability. 

Holleran’s full-service research process has been developed over a decade and incorporates extensive input from stakeholders, executive management, national industry standards, residents/family members, boards and consumers. 

Satisfaction Research Product Highlights

• High level project management
• Professionally developed survey tools
• National benchmarks (for aging services)
• Trending Analyses
• Qualitative feedback
• Electronic, telephone, on-site and written surveys
• In-house data entry and call center
• Cross tabulations
• On-site presentation of findings
• User-friendly reports (color graphics)
• Post report consultation
• Templates for easy dissemination of information to stakeholders

Benefits of conducting Satisfaction Research

• Supports the intent of mission-driven organizations
• Establishes and strengthens the connection with key constituencies (customers, residents, employees, stakeholders, donors, etc.)
• Drives the strategic planning process
• Prioritizes efficient allocation of limited personnel and monetary resources
• Provides direction into policies, particularly regarding “volatile” or controversial issues
• Identifies “best practices”
• Develops a performance history (benchmarking)
• Identifies “risk” management issues (i.e. safety, discrimination, etc.)
• Provides specific feedback so that management can develop effective action plans
• Identifies operational deficiencies and strengths (staffing, Information Systems)
• Serves as a powerful marketing tool to prospects
• Provides a mechanism for honest feedback without fear of retribution; systematic, statistically reliable, ongoing feedback
• Establishes consensus
• Provides an evaluation of ancillary service providers and vendors
• Provides guideline for goals and input into performance evaluations

Please contact Holleran at 866.736.0474 for more information or a proposal outlining survey methodologies, deliverables and pricing.