Retirement villages and community operators face research challenges that general market research doesn’t always account for – residents who may not engage with digital surveys the same way a typical customer would, strata governance structures, and the need for results that genuinely inform how a community is run, not just measured. We’ve built specific experience here, working continuously with village operators since 2015.
Resident satisfaction surveys
Annual and ongoing resident satisfaction research, tailored to how your residents actually want to engage – online, mobile, or hard copy, since digital-only approaches can exclude a meaningful portion of many village communities. We’ve run this kind of research across single villages and large multi-state portfolios, including one client relationship covering 27 communities and over 4,000 residents.
Strata surveys and community plans
For strata-titled retirement communities, research needs to reflect how these communities are actually governed – feeding into community plans, committee decision-making, and the specific reporting obligations that come with strata structures. Our strata surveys are built around this context, not adapted from a generic customer satisfaction template.
Real results for village operators
We’ve worked with retirement village and community operators including RetireAustralia and Ingenia Lifestyle Communities, running annual resident satisfaction research that directly informs business decisions. One long-standing client has described the results as “vital to our core business success,” using the findings each year to refine survey design and improve village outcomes for residents. Another operator reported strong resident uptake thanks to how straightforward the process was, delivering insight that helped improve customer satisfaction and guide key decisions across their portfolio.
Common questions
How do you handle residents who aren't comfortable with online surveys?
We offer hard copy and phone-based options alongside online and mobile, since many retirement village communities include residents who aren’t well served by digital-only research. The right mix depends on your specific community.
Can you run resident surveys across multiple villages or a large portfolio?
Yes – we’ve delivered resident research spanning multiple states and dozens of communities for a single operator, with reporting structured so you can see both portfolio-wide trends and individual village results.
How does strata governance affect the survey process?
Strata-titled communities often have specific reporting and committee obligations – we design research and reporting to feed directly into those structures, rather than delivering a standalone report disconnected from how your community actually makes decisions.