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Valea Izvoarelor Senior Living

Overview

Izvoarelor Valley Residence uses OMBEA ExpressPods to improve quality of service to their elderly residents' population. They move ExpressPods around the residence in order to evaluate the overall customer experience as well as to assess specific touchpoints such as the cafeteria and restroom cleanliness.

Industry

  • Services & Hospitality

Application

  • Patient Experience

Problem

Izvoarelor Valley Residence in Romania provides personalized care services to both the elderly and those who need permanent supervision. The residence was opened after a group of medical professionals took the initiative in 2015. It spans across 2 hectares of land that includes beautiful walkways and a peaceful lake. Izvoarelor Valley Residence currently serves 120 seniors.

Throughout the first 3 years of its existence, the main focus of Izvoarelor Valley Residence was to meet customer needs and increase their satisfaction. The customer experience management team has been experimenting with different Customer Satisfaction assessment systems such as paper questionnaires that customers or visitors had to fill in and online questionnaires evaluating customer satisfaction after visiting the Residence on an iPad tablet computer installed at the exit.

However, neither of these methods were satisfactory and a search for an easily customizable, wireless feedback solution that could offer a real-time customer satisfaction assessment has begun.

Solution

After considering several options, Izvoarelor Valley Residence chose the OMBEA ExpressPod™. The ExpressPod was moved around the residence in order to evaluate the overall customer experience as well as to assess specific touchpoints such as the cafeteria and restroom cleanliness.

Results

Since the introduction of the first ExpressPod from OMBEA, Izvoarelor Valley Residence was able to:

  • collect over 50% more customer feedback;

  • see instant results and Indexes in the Insights Dashboard;

  • speed up the decision-making process;

  • measure satisfaction regarding different areas of the Residence, such as cleanliness of different spaces._

Among many other questions, the customer experience team asked how good the kitchen service was, how satisfied were the residents regarding the activities the residence performed.

All of this with a single wireless ExpressPod that could be moved easily to hear the customers’ voice at touchpoints that matter most.

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