Vintage Senior Living and LRA Worldwide Partner on "Service Excellence" Initiative
Vintage Senior Living has launched Service Excellence, a comprehensive service program designed to cultivate a sense of belonging and a focus on individual service at each community. LRA Worldwide is their partner on the initiative.

HORSHAM, PA, December 07, 2011 /24-7PressRelease/ -- Vintage Senior Living, a family of vibrant retirement communities in California and Washington, has launched Service Excellence, a comprehensive service program designed to cultivate a sense of belonging and a focus on individual service at each community. As a centerpiece of this effort, Vintage Senior Living has enlisted LRA Worldwide, Inc. to design and administer a comprehensive survey program to gather feedback from residents and their family members.

The quarterly survey will not only help Vintage Senior Living gauge resident and family member satisfaction, but also prioritize improvement efforts based on what is most important to those stakeholder groups. The program will touch Vintage Senior Living residents and family members across the company's full continuum of care - senior living, assisted living and memory care for Alzheimer's and other dementia. LRA, which is a leader in the field of Customer Experience Management (CEM), will provide the ongoing analysis of the survey results.

"Our goal is to build a strong, lasting relationship with every resident who entrusts us with their care," explained Gabrielle Windsor, the Service Excellence research champion for Vintage Senior Living. "LRA's approach helps us understand the dynamics behind creating those lasting relationships with residents and their families, as well as what makes them tell their friends."

In addition to the resident and family member survey, LRA is assisting Vintage Senior Living with primary research on several additional components of the "resident experience," including the sales and move-in processes. LRA will also conduct an employee engagement study in order to help Vintage Senior Living further align its employees with their Service Excellence culture.

"The Vintage Senior Living research program is designed to reveal insights into what experiences create a lasting bond between a resident, their family members and the community," said Mike Phillips, Senior Vice President of Research for LRA. "The goal is to provide an understanding of those experiences so they can be replicated on a resident by resident, community by community basis."

Phillips and LRA's research practice will oversee the Vintage Senior Living program. In addition to its work with Vintage, LRA has developed research instruments designed to measure and enhance the customer experience in industries as diverse as healthcare (Sunrise Senior Living, ARAMARK Healthcare), sports (International Speedway Corp., National Football League), skiing (Stowe Mountain Resort), entertainment (Live Nation, The Grand Opera) financial services (Wells Fargo Home Mortgage, UPS Capital), timeshare (Hyatt Vacation Clubs), gaming (The Cosmopolitan of Las Vegas, Station Casinos) and hospitality (Mandarin Oriental Hotel Group), among others.

Press Release Contact Information:

Zach Conen
LRA Worldwide
Vice President of Marketing
300 Welsh Road
Horsham, PA
USA 19044
Voice: 215-449-0304
Fax: 215-957-6570
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