TSOLife’s Survey & Feedback Platform gives you real-time insights into your community’s performance, helping you take quick action and drive meaningful improvements. Use this section to explore resident responses, filter data by department, and review individual surveys in detail.
Surveys Dashboard
From the TSOLife home page, select Feedback > Surveys Dashboard.
On this page, you will be able to take a high-level peek at recent data for recurring (Quarterly and Annual in the above example) and triggered surveys (Move-In, 30 Day, and Move-Out in the above example).
Recurring Surveys are deployed on a predefined schedule while Triggered Surveys are deployed upon a certain action (i.e. a resident moves out).
Data can be filtered down by care type, and you can review information based on the intended audience (Resident, Family, Resident + Family, or Staff).
For the Recurring Quarterly Survey, there's a button labeled Surveys List. Clicking this button will present the previous three surveys as well as their associated Net Promoter Scores.
Survey Details
To drill down further into the survey responses, you can click the View Details button. This will open the Survey Details page. For this particular example, we'll be taking a look at the Quarterly Survey:
First and foremost, if you need a copy of the survey, a PDF can be downloaded by clicking the Download Survey PDF button in the upper right-hand corner of your screen. The Open icon indicates that this particular survey is still ongoing. When it closes, the button will be instantaneously icon to Closed.
The details provided for surveys include:
- Survey Questions: Clicking the View Questions button will present a list of the survey's questions and a breakdown of how residents responded.
- Responses/Recipients: Clicking View List will present a list of residents who responded to this survey, and offer a breakdown of how they answered each question.
- Resolutions: Clicking View Active Resolutions will transport you to the Feedback Dashboard, where you can review and manage resolutions stemming from this survey.
The Survey Details also provide a look into the Net Promoter Score (NPS), which is a widespread metric that helps businesses and organizations assess customer satisfaction. Check out this article for more information about NPS: Net Promoter Score (NPS) Overview.
Survey Questions
Clicking View Questions from the above screenshot will present a list of the survey's questions:
You can browse by department (all departments appear by default) as well as care type.
The NPS question, "How likely are you to recommend (your community's name) to others?" is the first data point, with each selected department and their associated questions below.
To drill down further, we can click the View All Responses button beneath any question to see a list of recipients who responded as well as any feedback they provided:
Here is where we can see the recipients who answered this question along with the rating they provided. If we click the Individual Responses button, we're given additional written feedback that the recipient provided:
Department Satisfaction Scores
An overview of this metric can be found at the bottom of the Survey Details (Surveys Dashboard > [Select Survey] > View Details:
The Department Satisfaction Score is a metric that is based on each department's one-question satisfaction responses in the resident surveys. Each of these questions typically begins with, "How satisfied are you..." Reviewing this data will help your community further enhance the resident experience and identify potential areas for improvement.
Clicking Active Resolutions will take you to the Resolutions page where you can review and manage staff actions.
Clicking Details will open a window that presents how this figure was calculated from the questions that were asked on the survey:
To locate individual responses for this question, head over to Surveys Dashboard > [Select Survey] > Survey Questions > View Questions:
Clicking View All Responses will open a window with resident information, how they responded to the question, and any feedback they left:
Jump to another article to learn more about the Survey & Feedback platform:
Survey and Feedback Platform Overview
General Feedback Survey (GFS)
Survey Snapshot