Our customers and suppliers

Responding to our customers - Retirement Living

In early 2008 we conducted a survey of our Retirement Living residents to measure their satisfaction and identify what we can do to improve it. The survey was posted to all households in the 19 established villages and we achieved a response rate of 74 per cent. While the overall response was positive, with 89 per cent of residents indicating they were very happy living in their village, a number of areas of inconsistent performance were identified, and we implemented four project-specific action plans in the following areas:

• Village manager training,
• Village residents' association protocol,
• Stockland residents' association interaction,
• Maintenance tracking.

We will be repeating the Residents' Voice customer satisfaction study for Retirement Living in the first half of FY10. This will allow us to measure how well we have responded to our residents' concerns.