The U.S. senior living industry serves more than 1 million residents in more than 40,000 independent, assisted living, and memory care communities nationwide.
The J.D. Power Senior Living Certification program recognizes the contributions such communities have made in improving the quality of life for both older adults and family caregivers. It also recognizes the need to provide those same consumers with valuable information to make an informed decision when choosing a senior living community.
Benefits of J.D. Power Senior Living Community Certification
- Allows any senior living community to have access to J.D. Power’s best practices and insights developed for senior living providers. These best practices include senior living operations that exceed customer expectations, optimize overall satisfaction, and increase customer advocacy and loyalty.
- Measures the voice of the customer to benchmark customer experience performance relative to other senior living providers.
- Exceeds customer expectations by having the ability to learn from top performing communities.
- Promotes an “Outstanding Customer Service Experience” to prospective residents and their decision-makers and an opportunity to receive recognition for excellence.
How It Works
Phase One – Benchmarking Toolkit
Once an agreement is signed, each property within the organization will receive a copy of the following (regardless of whether that community will be pursuing certification):
- Senior Living Community Certification Questionnaire
These questions represent J.D. Power’s best research practices and input from the senior living industry. The questionnaire includes various performance metrics (attributes rated on a 1-10 scale, Overall Satisfaction and Loyalty/Advocacy measures) and Key Performance Indicators (behavioral metrics that drive Overall Satisfaction, Advocacy and Loyalty).
- Certification Audit Criteria/Scorecard
These are best practices that drive overall satisfaction, advocacy and loyalty defined by J.D. Power, industry experts and our Industry Advisory Board (including senior living providers). This program is designed to set your organization up for compliance, and the goal is: to provide transparency with industry best practices, to exceed customer/resident satisfaction, and to recognize excellence. The scorecard provides each organization with the specific activities needed to undergo a self-audit. Each organization will receive a copy of the Audit Scorecard as part of this step, and will then review and compare those standards to its internal processes. These best practices are the key drivers of Overall Satisfaction, Advocacy, and Loyalty.
- 2018 Senior Living Industry Market Share Report
This comprehensive report outlines the industry trends produced by J.D. Power. The J.D. Power team will give each organization time to review this information internally.
There is no commitment beyond Phase One if a Senior Living organization is not prepared to pursue the next two phases.
PhaseTwo—Voice of the Customer Research Study
This step in the J.D. Power solution captures the Voice of the Customer (VoC); J.D. Power will be surveying residents and/or adult children/decision-makers about their experience.
Each organization will provide J.D. Power, via secure FTP site and in the JDP sample template, with the first name, last name, email address, community name and move-in date for its residents and/or adult-children/decisionmakers. The J.D. Power research team will field the survey instrument in Phase Two. J.D. Power will analyze the data and provide the organization with performance and behavioral metrics, benchmarked against the industry average and other certified communities.
Each organization will receive a deep-dive analysis detailing its performance against the industry and other certified community averages. This report enables organizations to understand how senior living providers perform relative to the performance metrics and Key Performance indicators fielded by J.D. Power. The deep-dive includes performance scores and KPI break-point analysis so that the organization can quantify performance and adopt the same best practices communicated to the rest of the industry.
Any organization that manages more than one community will also receive a Community Scorecard outlining performance for all communities measured including performance metrics and KPIs.
J.D. Power has established a VoC Satisfaction benchmark score based on the data collected within the syndicated study. Communities will successfully pass this phase of the certification if their score is above that benchmark. Further, the benchmark will change every year as additional data is collected, with new performance metrics and best practices identified.
There is no commitment beyond this step as well. If an organization does not pass this phase of the certification program, J.D. Power will provide an analysis of opportunities that exist to increase its score. Organizations may elect to pursue certification within 6 months and not repeat Phase One. J.D. Power will participate in a 2-hour webinar with the organization and/or community leadership team to review the results.
Phase Three—On-site Audit
Using a predetermined set of criteria developed by J.D. Power and its industry experts, an auditor will conduct an on-site review at the community for one day to document the behavioral metrics that drive Overall Satisfaction, Advocacy and Loyalty based on the Voice of the Customer. During that time on-site, J.D. Power will conduct interviews among the staff and observe and document the best practices within the audit scorecard.
Prior to executing the first community audit, J.D. Power will participate in a webinar to review the policies/processes/documentation that apply across the entire organization as part of the audit criteria. Within five business days of each on-site audit, J.D. Power will provide a completed scorecard to the community outlining its best practices and its opportunities for performance improvement. J.D. Power will participate in a webinar following each on-site audit to review results of the scorecard.
Audited organizations must demonstrate performance of at least 80% of the criteria listed on the scorecard to successfully pass the on-site audit step.
Phase Four—J. D. Power Certification and Licensing
An organization that successfully passes both the On-Site Audit and Voice of the Customer Research Study will be considered as J.D. Power Certified® and have the option to license the accolade: the image of the J.D. Power Certified® logo on its website, sales/ marketing materials, and/or collateral within its communities. In addition, organizations that successfully certify will receive an emblem (see below) for 2019 to display on the front door of their community.
For more information about J.D. Power and these products and services, please contact:
Greg Truex, Managing Director and Executive Sponsor at 805-418-8078 or [email protected]
Mary M. Rodino, Senior Director, Global Sales at 224-237-4157 or [email protected]
The study identified 14 Key Performance Indicators or behaviors within communities that have a direct impact on overall satisfaction. These KPI’s are not quantified via performance metrics; these behaviors either happen or they do not happen.