Residents and Other Customers
3 Residents and Other Customers
3.1 Customer Expectations: How does your community excellence group listen to residents and other customers and determine programs and services to meet their needs?
(1) How do you listen to, interact with, and observe residents and other CUSTOMERS to obtain actionable information?
(2) How do you listen to potential residents and other CUSTOMERS to obtain actionable information?
(3) How do you determine resident and other CUSTOMER groups?
(4) How do you determine your community excellence group's programs and services in the areas of health, the economy, and quality of life, as appropriate?
3. The Communities of Excellence Framework views residents in two ways: as customers (users of the community’s offerings and the community excellence group’s programs and services—category 3) and as resources (to be engaged in doing the work of the community excellence group—category 5).
3.1(1). The listening methods should vary, as appropriate, for the different resident and other customer groups defined in P.1a(3). They should capture actionable feedback from these groups on the quality of offerings, programs and services, and resident and other customer support.
3.1(3). Your community excellence group should use information on residents and other customers to identify these groups (see P.1a), as well as to anticipate future groups. You might then determine which of these groups to emphasize in your programs and services, based on your overall strategy.
3.2 Customer Engagement: How does your community excellence group build relationships with residents and other customers and determine their satisfaction and engagement?
(1) How do you build and manage relationships with residents and other CUSTOMERS?
(2) How do you enable residents and other CUSTOMERS to seek information and support regarding your community excellence group's programs and services?
(3) How do you manage residents' and other CUSTOMERS' complaints?
(4) How do you determine resident and other customer satisfaction, dissatisfaction, and ENGAGEMENT?
(5) How do you obtain information on residents' and other CUSTOMERS' satisfaction with their community relative to that of residents and other customers in other communities?
(6) How do you use VOICE-OF-THE-CUSTOMER and community population data and information to build a more resident -and other CUSTOMER- focused culture?
3.2(1). Building and managing relationships includes how you attract residents and other customers, meet their requirements, exceed their expectations, and increase their engagement.
Terms in SMALL CAPS are defined in the Glossary of Key Terms