"One of the most compelling statistics out of our Villages.com.au National Resident Survey 2018 was the statistic that just 37% of the 19,500 residents surveyed felt valued as a customer by their operator.
Customers who don’t feel valued certainly won’t be loyal customers.
Customers who don’t feel valued will happily discuss their grievances with regulators and the media.
Witness Aveo and the Four Corners/Fairfax coverage last year.
The resident associations sum up the problem as a ‘lack of communication and respect’.
It is now clear that the majority of complaints however are not acknowledged and not responded to. The longer a resident is in a village, the greater the opportunity to have a complaint and the greater the opportunity to not be listened to and not be respected." - Chris Baynes
Retirement Village Residents Not Valued
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