Consumer Experience 360

A holistic Voice of the Consumer survey solution with face-to-face interviews with consumers and multi-format feedback collection options from primary contacts. The obtained 360-degree view enables data-driven insights and strengthens government compliance.

What is the Voice of the Consumer?

The Voice of the Consumer, in the context of consumer experience in aged care facilities or services, refers to actively and systematically gathering feedback insights and preferences expressed by residents, consumers, clients, their families, or their key contacts, across various aspects of their day.

These areas typically include their satisfaction levels, well-being, quality of life, physical comfort, emotional support, spiritual and cultural needs, and social engagement.

Benefits of the Voice of the Consumer

Through listening to the voice of consumers and families and understanding their needs and preferences, providers gain valuable insight and knowledge that allows them to assess the effectiveness of their care practices, identify areas of success and improvement, and make informed decisions to enhance the overall quality of care and support.

The Voice of the Consumer approach empowers aged care providers to create a positive and fulfilling living environment that prioritises consumer satisfaction and well-being, ultimately aiming to deliver person-centred care.

Get the Answers You Need

To prioritise the needs of consumers effectively, aged care providers must establish a well-designed Voice of the Consumer feedback program, that is evidence-based and drives understanding for key business outcomes.

The first step towards understanding what truly matters to your consumers is partnering with a company adept at navigating and managing this survey process.

At True Potential Care, we offer Consumer Experience 360 which is a holistic Voice of the Consumer solution. In addition to the comprehensive Consumer Experience+ plan, it offers personalised features such as face-to-face interviews with consumers and multi-channel feedback collection with their primary contacts, enabling valuable real-time insights for providers to assess and improve their services.

Easily Connect Your Insights

We help you connect this feedback through data insights, visualisations, reports, and benchmarking, so you can easily use these insights in your forward planning and with executive management and board members.

These reports are available in flexible formats, including our client portal, electronic files, hardcopies, or a combination of these options.

Consumer Experience 360

Key Features

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Face-to-Face Interviews With Consumers

At True Potential Care, we offer a customised survey solution, with various options available specifically for the face-to-face component for those consumers who are able to participate.

Our highly-trained customer care specialists have current Working with Vulnerable People (WWVP) cards and abide fully by all care facility protocols. Book a free consultation today to find out how this could work for your organisation.

Independently Facilitated Process

By partnering with True Potential Care for your survey solutions, we ensure a secure opportunity where participants can provide valuable feedback with confidence.

Optimal Workflow Integrations

In our comprehensive plan, we take care of every aspect of the survey process to deliver an end-to-end outcome. This includes consultation, design, implementation, management, data analysis, reporting, and consultancy services.

Customisable & Versatile Survey Solutions

Our survey solutions are highly customisable and versatile, allowing us to tailor them specifically to the unique needs and requirements of your organisation and facility.

Actionable Insights & Recommendations

At True Potential Care, we provide regular consumer snapshots, in-depth insights, and visual analysis dashboards and reports for real-time reporting and feedback analysis. Our actionable insights and evidence-based recommendations are designed to improve visibility, care, and service outcomes, enabling continuous improvement within your organisation.

Additionally, our services help you meet quality care standards and ensure compliance with government regulations.

Multi-format Feedback Options With Primary Contacts

We provide a range of survey feedback collection options to cater to user preferences, including telephone interviews, online surveys, QR codes, and paper surveys.

Dedicated Client Success Manager (CSM)

Our dedicated Client Success Manager (CSM) takes charge of managing the end-to-end process, providing personalised support, proactive communication, and regular updates at agreed timeframes.

Net Promoter Score (NPS) Built-in

In the aged care sector, Net Promoter Score (NPS) can be used to assess the likelihood of consumers, their families, or key contacts recommending a specific aged care facility or service to others, providing insights into customer satisfaction and loyalty.

At True Potential Care, all of our survey solutions have the NSP built-in.

Consultancy Service

Our data-driven insight reports and consultancy services help you interpret the collected data, enabling you to develop strategic action plans, make informed decisions, and streamline the process of creating effective strategies.

Benchmarking Capabilities

Our benchmarking capabilities empower organisations to compare their performance and key metrics against industry standards and peers, offering valuable insights to identify areas of success and improvement opportunities.

Core
Benefits

Our Process

The Consumer Experience 360 is a user-friendly survey experience, that your consumers and their primary contacts will complete, as per the selected plan you choose. As a high-level overview, we provide the following workflow. More information will be provided during our initial consultation

Supporting You

Whether you are a residential care provider, independent living facility, home care package provider, or disability support provider, we are here to meet your unique needs and ensure that your consumers receive the highest level of care and support through our tailored telephone solutions.