Client Feedback Helps In-Home Care Leader Better its Business Model
Senior Helpers' client communication helps company maintain rampant growth despite economy
October 04, 2010 // Franchising.com // Towson, MD – The national economy remains volatile and unstable, but it also presents an interesting opportunity for huge improvements within organizations still thriving. Companies like Senior Helpers, a leading national in-home senior care provider, are finding that they can capitalize on the economic situation and separate themselves from the competition by giving their customers a louder voice.
Starting in June, Senior Helpers began turning to its client base for insight into how the organization is faring across the board. This effort gave the company's clients a new, direct channel of communication to organization leaders, which provides instant feedback that the company is using to improve its services.
"We undertook a huge customer satisfaction initiative this summer to identify the areas where we've been doing well and to get a clearer picture of how we can improve as we continue to move forward," said Peter Ross, Senior Helpers founder and CEO. "Companies in the position to invest in their future now will be in a much better situation when the economy improves, and that is exactly what we're doing through increased client outreach."
"Senior Helpers has done incredibly well over the past five years, growing from just one location in 2005 to over 300 open and operating today," Ross explained. "But there are always areas where we can do better and we're determined to find them."
While some ownership groups are hesitant to make decisions and investments in regard to their future right now, Senior Helpers' management team looks at this as the perfect time to renew the system-wide commitment to being number one in the industry. Senior Helpers has hired a third party organization, Home Care Pulse, to talk to 20 percent of its national clientele every two months to generate a thorough report of how Senior Helpers is doing in key service areas. Randomly selected client participants will be interviewed personally over the phone to gauge client satisfaction, caregiver performance, effectiveness of company communication, overall quality of service and more.
"The home care industry has been a booming sector of the economy for the past several years, and it doesn't look like there will be any signs of a slowdown in the years to come," said Ross. "There is a lot of competition out there, so we have to continually make sure that we are providing the best personalized care possible – which is exactly what our customers have come to expect of us."
About Senior Helpers:
Senior Helpers connects professional caregivers with seniors who wish to live at home as opposed to a nursing or assisted living facility. The company has over 300 franchises in 42 states and one in Canada offering a wide range of personal and companion care services to assist seniors living independently with a strong focus on quality of life for the client and peace of mind for their families. Senior Helpers strives to be the leading companion and personal care provider that offers dependable, consistent and affordable home care.