Click to see enlarged version.
In May 2008, a paper survey tool was mailed to 75 residents with
a family member currently enrolled at the Hope Center. Twenty-eight individuals returned a completed survey,
representing a response rate of 37%. Survey design, collection
and analysis were completed via internal resources.
used a 4-point scale (Excellent, Good, Adequate, and Needs
Improvement) to rate 10 key areas.Click on each to see the
/ Enrollment Process
Support / Education
of Service Relative to Cost
were asked to complete four open-ended questions at the end
of the survey. Comments
will be used to target future marketing initiatives
Application/Enrollment Process ranked the highest with a total “Excellent” score
Support / Education and Hours of Operation were identified as
potential areas for organizational improvement. 3.8% of respondents rated Family Support / Education
as “Adequate” and 3.7% rated Hours of
Operation as “Needs Improvement.”
of mouth, customer perceptions of the Center being a leader in
and first impression (of the physical building, internal atmosphere and friendliness /
professionalism of staff) were identified as the key
drivers that influenced respondents’ decision-making process.
you have questions about the 2008 Family Survey, please contact
Hope Alzheimer’s Center at