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Every year, Pinnacle Quality Insight awards clients who have excelled at providing a superior customer experience for their patients/residents. Receiving a Customer Experience Award is no small feat. Out of the 2,700 care providers and the 150,000 customer interviews that are conducted each year, only those that are the 85th percentile or higher receive this award.

Scores in core areas are based on a rating scale of 0-5 or are represented by a percentage of respondents in a particular core area.

 

Independent Living

Resident Satisfaction Rate

percentage that rated
Recommend to Others as a 4 or 5

94.6%

92.5% National Average

Overall Customer Satisfaction Score: 4.65*

*Compared to the national average of 4.45 over a 12-month period

Safety & Security Score: 4.84*

* Compared to the national average of 4.64 over a 12-month period

Cleanliness Score: 4.76*

* Compared to the national average of 4.66 over a 12-month period

Communication Score: 4.63*

* Compared to the national average of 4.47 over a 12-month period

Recommend to Others Score: 4.79*

* Compared to the national average of 4.65 over a 12-month period

Assisted Living

Responsible Party Satisfaction Rate

percentage that rated
Recommend to Others as a 4 or 5

93.1%

89.2% National Average

Overall Customer Satisfaction Score: 4.50*

*Compared to the national average of 4.29 over a 12-month period

Safety & Security Score: 4.75*

* Compared to the national average of 4.65 over a 12-month period

Cleanliness Score: 4.68*

* Compared to the national average of 4.60 over a 12-month period

Communication Score: 4.55*

* Compared to the national average of 4.30 over a 12-month period

Recommend to Others Score: 4.64*

* Compared to the national average of 4.50 over a 12-month period