Department Satisfaction Scores show how satisfied your residents, families, or staff are with each area of the community (Admin, Activities, Dining, Maintenance, Housekeeping, Care) based on survey responses. Each of these survey questions will typically begin with, "How satisfied are you..." Reviewing this data will help your community further enhance the resident experience and identify potential areas for improvement.
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%).
An overview of your community's Department Satisfaction Scores can be found under Feedback > Survey Snapshot:
- Department Satisfaction Scores: An average of the scores from the selected date range.
- Department Satisfaction Over Time: A visual snapshot of how each department has fared with the metric within the selected date range.
In the Department Satisfaction Scores bar chart, you can also click on each department's label to open the Department Details page:
The Department Details page is where you can really explore the nitty gritty of each department's survey results. Data can be filtered by a specific time range, care type, and by recipients (Residents, Family, Residents + Family, Staff).
In particular, this page contains four main areas:
- High-Level Details: Includes the overall Satisfaction Score based on the average rating of qualifying surveys, total number of responses during the designated time range, and Resolutions specific to this department. Click the View Active Resolutions button to see actions that are being taken as a result of the survey results.
- Satisfaction Over Time: This is the same chart from the Survey Snapshot page. It is specific to the selected department and details the changes in satisfaction scores over the chosen time period.
- One-Question Satisfaction Data: Breakdown of the satisfaction data. Clicking the View Open Feedback button will display "unsatisfied" or "very unsatisfied" feedback that has been sourced from the Additional Feedback section of the department responses.
- Satisfaction Breakdown by Category: Further breakdown of how each department fares with the intended recipients, with categories associated with specific survey questions.
Jump to another article to learn more about surveys and feedback:
Survey and Feedback Platform Overview
Survey Dashboard Walkthrough
General Feedback Survey (GFS)