NPS Intelligence (beta)

Brookdale Senior Living reported achieving its highest Net Promoter Score since the Covid pandemic, correlating with decreased move-outs.

Brookdale Senior Living's trailing 12-month net promoter scores reached post-pandemic highs, signaling steady earnings turnaround.

One other thing Nick mentioned is the progress we have made on net promoter score and turnover—those are key leading indicators that we think will help us achieve the results we discussed today.

Pritchett, improvement in resident and family member satisfaction (as reflected by net promoter score (NPS) improvement). Ms.

Since 2022, our NPS score has risen steadily. It is now 19 points higher, which is very strong improvement in the eyes of our most important constituents—our residents.

We're driving strong growth year-over-year in our NPS scores. And so not only are we attracting new residents, and we're excited for that.

Dawn mentioned earlier, we're seeing improvements in our Net Promoter Score ratings this year that have continued over the last couple of years.

14 The strategic objectives include retention of key community leadership at our consolidated comparable community portfolio, improvement in resident and family member satisfaction (as reflected by net promoter score (NPS) improvement), and for Ms.

…objectives include retention of key community leadership at our consolidated comparable community portfolio, improvement in resident and family member satisfaction (as reflected by net promoter score (NPS) improvement), and an ESG-related…

…objectives include retention of key community leadership at our consolidated comparable community portfolio, improvement in resident and family member satisfaction (as reflected by net promoter score (NPS) improvement), and an ESG-related…

Brookdale's net promoter score has increased 20% since the last survey during executive tenure.

…Move-Outs 7.5% Level Payout Target / Actual Target/Max 100% 26.3 % Actual 78.6% 26.5 % Threshold 25% 27.1 % NPS Survey Participation 2% As part of our 2019 business plan, we conducted a net promotor score (NPS) survey among our residents and…

…Payout Target / Actual Target/Max 100% 26.3 % Actual 78.6% 26.5 % Threshold 25% 27.1 % NPS Survey Participation 2% As part of our 2019 business plan, we conducted a net promotor score (NPS) survey among our residents and their families to understand…

So the first thing that I’ll say is that we had a 20% improvement in our resident satisfaction scores, our Net Promoter Score, since the last survey, and that is a strong foundation of being able to demonstrate the value that we provide to our customers.

• Net Promoter Score® (NPS®) is up over 20% since our last survey with over 50,000 customer responses. Lucinda ("Cindy") Baier, Brookdale's President and CEO, said “This quarter is continuing evidence that we are building positive momentum and are…

…leaders; full-time voluntary turnover for all other community positions; and retention of corporate associates 10% Net promoter score and response rate to resident survey For the 2019 long-term incentive awards, the Committee resumed its practice of…

Ensure participation in a resident and family survey at a targeted participation rate and improve Net Promoter Score by a targeted amount. 20% Improve Key Community Leadership Turnover .

Ensure participation in a resident and family survey at a targeted participation rate and improve Net Promoter Score by a targeted amount. 20% Improve Key Community Leadership Turnover .

We will concentrate on customer satisfaction because we know through improving Net Promoter Score, work that delighted our residents, correlates with higher performance.

Our NPS scores improved dramatically in 2016 and again improved significantly this year, evidencing our team's focus on customer service. We have also been strengthening our sales and marketing activities.

…Focus the company on the importance of net promoter score and improve net promoter scores across our consolidated communities 29 Table of Contents Mr.

…Focus the company on the importance of net promoter score and improve net promoter scores across our consolidated communities 19 Mr. Diab •

This program includes operational and customer service standards, technology, training, programming and Net Promoter Score measurement. The goal of this program is to provide our associates with the tools for delivering a great resident and family…

Retention rate (Executive Directors and Health and Wellness Directors): 70% (Q4 2019) — “Executive Directors and Health and Wellness Directors trailing 12-months retention rates have also remained around 70% for nearly three years”

Retention rate (Sales professionals): 66% (Q3 2019) — “The retention rate for sales professionals remains around 66% over the past four quarters”

Retention rate (Executive Directors and Health and Wellness Directors): 70% (Q4 2018) — “This continued our retention rate trend of these two positions above 70% for the past six quarters on a trailing 12 month year-over-year basis”

Retention rate (Executive Directors and Health and Wellness Directors): 70% (Q3 2018) — “Our Executive Directors and health and wellness directors' retention rate has remained over 70% for five quarters on a trailing 12 month year-over-year basis”