The Nest | Vol. 2, Iss. 2


Feedback & Advice for a Bright Future

Pinnacle Quality Insight offers Jaybird Senior Living communities resident and family member surveying services, comprehensive feedback, and measurement tools that help us understand our consumers needs and improve our processes in a way that leads to higher satisfaction rates. Customer satisfaction telephone interviews provide more information than is possible through any other contact method. The engaging process offers consistent, candid feedback which is then relayed to our on-site staff for review and follow-up. Rather than conducting annual automated surveys and combing through vast amounts of data, Pinnacle Quality Insight employees initiate a handfull of surveys monthly for each property. This focused feedback allows community teammembers to address any issues and celebrate red carpet excellence immediately. “We interview Jaybird Senior Living’s residents and their family members about their care experience. The interview is short and pleasant and our interviewers transcribe the responses, allowing the respondent to speak freely, explaining their ratings and providing candid feedback. We create and distribute

reports promptly, so as to provide timely feedback and address issues as they are brought up,” says Danielle Palmer, Vice President of Corporate Relations with Pinnacle Quality Insight. It is our sincere hope that by investing in the premier service provided by Pinnacle Quality Insight, we can understand our residents’ experiences, identify opportunities for improvement, and learn how to strengthen those areas that need more attention. “When our portfolio consisted of 15-12 communities in Iowa, it was easy to keep track of each and be on a first-name- basis with residents. Now that Jaybird Senior Living has grown to manage more than 65 properties, it’s impossible for me to be as involved as I once way. I rely on the Pinnacle Quality Insight surveys to learn about our opportunities for improvement, but also to recognize the rockstar employees we have working for our organization,” shares Allison Law, Chief Operating Officer. “Anyone who knows me knows what a data-junkie I am, so the surveys and monthly reports are incredibly appealing to me and provide a clear path forward for our communities!” More informaiton about Pinnacle Quality Insight can be found by visiting


Vo l . 2, I ss .2

Made with FlippingBook - professional solution for displaying marketing and sales documents online