Bethanie Recognised As Industry Leaders In Customer Satisfaction

Bethanie has hit targets above and beyond the aged care norm with the results taken from their annual survey. 

Since 2011, in a continual commitment to improve customer service and the quality and depth of its product implemented, Bethanie has conducted annual research to gain an insight from their customers, suppliers and community at large at how well they are sailing in the community.

1,337 Bethanie clients completed the survey with the results showing that Bethanie has increased its NPS (Net Promoter Score) up to 59, which is well above the aged care benchmark of 44 and over Bethanie’s 2016 target of 50.

Scoring 93% on overall satisfaction, 9 out of 10 Bethanie clients are satisfied with the services they receive from Bethanie. The report further breaks down the survey into three segments; Villages, Residential and Community based on the services Bethanie offer.

Community clients remain the most satisfied and Bethanie’s biggest advocates with an individual satisfaction score of 96%. Residential was close behind with an overall score of 91% and Villages recorded 90%, all of which are extremely high and classed as very satisfied.

One of the comments submitted by a community client was, “Bethanie has been a great social outlet for mum and enabled her to meet new friends. I feel the staff really do their best to provide the service and genuinely care about their clients.”

A large contributor to the high promoter number is due to the care that Bethanie staff provide. Responses from the survey highlighted that Bethanie staff continue to do their best to provide the highest level of service and genuine care for Bethanie clients – rating extremely highly as helpful, supportive and obliging.

Lifestyle/home, reputation/management and service followed closely behind as being large promoters in why clients would recommend Bethanie, with the report indicating a high standard in quality of care and strong levels of sociability and engagement.

Bethanie CEO Chris How said he is very pleased with the results and continues to look for new innovative ways to improve Bethanie’s services and high level of care.

“With the latest survey results being well received across the Bethanie community, we have begun workshops with Bethanie staff to assess the findings in great detail to determine what can be done to further strengthen our client-centered approach to care.

“Although we are extremely pleased with our NPS score of 59, well over the industry benchmark of 44, we will continue to identify opportunities for improvement and further assist the WA aged care community to thrive and live well,” Chris continued.

Find out more about Bethanie.