TROY, Mich.— Brookdale Senior Living and Senior Lifestyle rank highest in a tie among assisted living/memory care providers and Life Care Services ranks highest among independent living providers in the J.D. Power 2020 U.S. Senior Living Satisfaction StudySM.
The study evaluates resident satisfaction with the largest independent living providers as well as family member satisfaction with the largest providers of assisted living/memory care communities, with living unit data based on Argentum’s 2019 Largest Providers Report.
Amid continued worries about COVID-19 outbreaks in senior living communities nationwide, the families of assisted living/memory care residents are generally very satisfied with assisted living/memory care operators, the study showed. The study also highlights areas in which these providers can improve, from better access to executive leadership to deeper community engagement.
“This year, the nation’s major senior living providers have continued to focus on the resident experience, while also addressing pandemic-related health and safety concerns,” said Andrea Stokes, hospitality intelligence lead at J.D. Power.
“For independent living residents, factors such as activities, dining, staff, and cost are of similar importance. For family members of assisted living/memory care residents, cost is twice as important as dining or activities. This indicates that assisted living/memory care providers need to emphasize the value of their services to family members who are often financially responsible for their loved one.”
Following are some key findings of the 2020 study:
Brookdale Senior Living and Senior Lifestyle rank highest in a tie in family member/decision-maker overall satisfaction with assisted living and memory care providers, each with a score of 843.
Life Care Services ranks highest in independent living resident overall satisfaction for a second consecutive year, with a score of 855. Five Star Senior Living (778) ranks second and Brookdale Senior Living (764) ranks third.
The J.D. Power U.S. Senior Living Satisfaction Study measures resident satisfaction with the nation’s largest providers of independent living for seniors and family member/decision-maker satisfaction with the largest providers of assisted living/memory care services. Overall satisfaction is measured across six factors of the senior living experience (listed in alphabetical order): community buildings and grounds; community staff; dining; price paid for services received; resident activities; and resident apartment/living unit.
The study is based on 4,992 responses from residents living in an independent community—or from family members/decision-makers on behalf of residents of assisted living/memory care communities—within the previous three years. It was fielded from June through August 2020.
Independent living providers included in the study must have had at least 9,000 living units and could not solely operate entrance-deposit communities. Included assisted living/memory care providers must have had at least 12,000 assisted living and/or memory care living units. Living unit information is based on Argentum’s 2019 Largest Providers Report.
For more information about the U.S. Senior Living Satisfaction Study, visit jdpower.com/business/resource/senior-living-study.
About J.C. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
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