Case Study / Resident Survey Summit Vista
"What we’re getting is beyond my expectations — it’s MUCH better than what I’ve gotten before."
- Mark Erickson, CEO
About Mark Erickson and Summit Vista
Mark Erickson is the former COO of Erickson Living, the largest CCRC operator in the U.S. Given his background, Mark is constantly looking for ways to innovate in our industry. In 2016, Mark opened Summit Vista in Salt Lake City as the first life plan community in Utah. Since 2020, Mark has engaged with Activated Insights on resident surveys.
Summit Vista wanted to believe that online surveys for seniors would work –but doubted they would. Previously, only 40% of their residents had participated when online. Using their proven methodology, Activated Insights’ Culture Coaches worked with the Summit Vista team to ultimately achieve an 82% participation rate, an amazing accomplishment any time, but especially during a global pandemic. Helped by the Insights and resident testimonials, Summit Vista safely grew occupancy by 7% during a time when overall industry occupancy rates were declining due to the impact of COVID.
Prior to working with Activated Insights, Summit Vista received “very general” resident satisfaction reports and struggled to get good participation from their residents without paper. Challenges included:
- Two previous vendors had failed to get good resident participation or actionable feedback.
- Did not get relevant benchmarks for comparing services and other critical areas of the community.
- Prior satisfaction surveys did not directly tie to marketing and occupancy – or any operational departments.
Solution: How Activated Insights Helped
Working with Activated Insights offered Summit Vista many benefits, including department benchmarks as well as an easy way to get resident input on a variety of topics.
- Created custom departments or service lines for feedback attribution.
- Customized questions around COVID confidence to inform reopening plans and around construction and finishes to inform future CCRC community development plans.
During a time when the industry’s average occupancy was decreasing 5 to 10 percent,
Summit Vista’s occupancy increased 7%. Summit Vista achieved an 82% response rate, which was higher than prior paper surveys. Because leaders received the data immediately after their survey closed, they could formulate plans and communicate to Summit Vista’s Resident Council, residents, staff, and investors. The marketing testimonials helped vault Summit Vista’s sales efforts. Chief Marketing Officer Kelly Ornberg says, "What you’ve given me is gold. The public review quotes from residents give a better sense of the community than we ever could."