COSTA MESA, Calif. — J.D. Power, a Costa Mesa-based consumer insights, advisory services and data and analytics firm, has launched the J.D. Power Senior Living Community Certification Program.
The certification program “will reflect the commitment and dedication of senior living communities to provide their customers with a residential experience that meets or exceeds today's customer expectations,” according to a press release from J.D. Power. Five Star Senior Living is the first company to seek the new certification from the company, best known for its vehicle ratings service.
"As our population ages, consumers will have more choices and senior providers will face more competition," says Greg Truex, senior director of the healthcare practice at J.D. Power. "Certification from J.D. Power will give consumers peace of mind that a community has their best interests in mind and enables those communities to separate themselves from their competitors."
As the first qualification criterion, communities must rank among the top 20 percent in overall customer satisfaction as defined by the 2018 J.D. Power Senior Living Satisfaction Study. J.D. Power will capture residents or decision-makers' voice and quantify community performance across 17 performance metrics and 14 key performance indicators.
In addition, qualifying brands must pass an on-site evaluation of 140 operational best practices developed by J.D. Power and senior living industry expert Andrew Carle, president of Carle Consulting.
The best practices include, but are not limited to: community mission, culture and structure; licensing and safety; community staff; resident relations; resident services; and sales, marketing, and move-in coordination.
Once certified, organizations will receive a certification icon for their community and have the option to promote its achievement for 12 months through online marketing collateral and in-community displays.