The importance of data to advocate to governments, be they local, state of federal, is vital as the retirement living sector’s peak body is very aware of.
For the first time in the PwC/Property Council Retirement Census it revealed a Net Promoter Scores (NPS).
“The average of the median NPS scores recorded across Australia was approximately 44 which is considered to be a 'high' score. This indicates that residents in the industry are generally happy,” the Census stated.
It was a far cry from comprehensive survey of its members. The census covered 80,000 units, yet the NPS covered less than half. The Retirement Living Council Executive Director Daniel Gannon (pictured) said the NPS is vital now and into the future.
“When governments ask us how retirement village operators are viewed by residents, we can now tell them that the national net promoter score for the sector – as determined by approximately 34,000 residents around the country – is a whopping +44,” he said.
“This demonstrates to parliamentary stakeholders that operators are supporting and enabling residents to live happily with independence and dignity – and they’re doing it with the deep support of their most important customers.
“There wouldn’t be another sector that gets anywhere near sentiment this strong, let alone a housing type that is leading to better health outcomes for older Australians.
“We’ve learned that not every operator captures and collates an NPS for their communities. In the lead up to next year’s Census, the RLC will lead an important initiative to increase the proportion of the sector that is surveying its residents every year.”
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