The rolling results from a study commissioned by our sister company DCM Research are starting to come in, and the numbers reflect the incredible work done by the retirement village sector during the global pandemic.
As part of the work, Australia Online Research (AOR) surveyed 4,845 village residents across more than 20 village operators, both Private and Not For Profit.
Remarkably, the research shows the retirement village sector has risen from an already impressive Net Promoter Score (NPS) of 25 in January 2018, to 40 in November 2020.
That’s an increase of 60% in just 22 months.
A way to measure satisfaction
What is an NPS? It is a simple metric used to measure customer loyalty and satisfaction, based around the question, “How likely are you to recommend us to a friend or colleague?”
It’s a valuable measurement to see how individual businesses and industries are performing, and how likely customers are to become advocates for their work.
Specialist NPS consultancy Perceptive has rated charities as the highest scoring sector, and they have an NPS of 27.
This is what makes the village sector’s result of 40 so important.
Great work during difficult times
To deliver such striking growth in so little time is incredible.
But what does this indicate?
If you think about the differences between DCM Research’s resident surveys in 2018 and 2020, the most significant variable in that time would have to be COVID-19.
To us, this makes sense.
The majority of operators went to great lengths to ensure residents remained safe and connected during the height of the pandemic.
The 2020 survey results show this was recognised and appreciated.
Another good news story for the retirement village sector.
