The Survey Snapshot provides a quick look into your Net Promoter Score (NPS) while offering a breakdown of promoters, passives, detractors, and Department Satisfaction Scores.
The NPS is a widely used metric that measures customer satisfaction and is derived from your resident survey input. Through the Feedback Dashboard, users can review NPS trends within communities and create actionable plans to improve overall satisfaction.
To access the Survey Snapshot, head on over to Feedback > Survey Snapshot. You'll land on the following page:
You can browse NPS and Department Satisfaction data by a date range or by care type.
There are a number of key pieces of information that are available on this page:
1. Browse by survey group:
- Residents
- Family
- Residents + Family
- Staff
2. Net Promoter Score (NPS): A simple way to understand how residents, families, and staff feel about your community. From time to time, these recipients take a quick survey through your community's mobile app or web portal. In this survey, they rate their likelihood to recommend the community on a 1-5 scale:
- Promoters (scores 4 & 5): Very satisfied and eager to recommend the community.
- Passives (score of 3): Neutral, generally content but not enthusiastic.
- Detractors (scores 1 & 2): Not satisfied and may share concerns.
By collecting these scores, you gain valuable insight into overall satisfaction and loyalty. This helps you celebrate what's going well and quickly address areas where you can improve the experience.
3. NPS Over Time: Provides a visual look into how your NPS score has evolved during a given date range. This range can be selected by using the filters at the top of the page.
4. Department Satisfaction Scores: Shows how satisfied residents, families, or staff are with each area of the community (Admin, Activities, Dining, Maintenance, Housekeeping, Care) based on survey responses.
Each score is the average of the satisfaction scores from all surveys included in the selected date range. Scores are shown on a 0–100% scale.
The vertical lines on each bar mark moderate satisfaction (60%) and high satisfaction (80%). Click a department name to open its detail page and see more breakdown.
5. Department Satisfaction Over Time: Much like the NPS Over Time metrics, this chart offers a look into how your Department Satisfaction Scores have evolved during a given date range. This range can be selected by using the filters at the top of the page.
Jump to another article to learn more about surveys and resolutions:
Survey and Feedback Platform Overview
Survey Dashboard Walkthrough
Net Promoter Score (NPS) Overview
Department Satisfaction Scores
Resolutions Walkthrough