Continuing Care Performance Report

Measure: Percent of consumers who would recommend the Senior LinkAge Line® to others.

The Senior Linkage Line® helps older adults and family caregivers connect to services in their community. The SLL provides assistance, including face to face, to help consumers get the information and personalized help they need to make good decisions or to live well at home.

Why this measure is important?

This measure is important to keep the focus of the LinkAge Line specialists on the importance of fulfilling caller’s expectations.

What is included in the measure?

This measure includes results of a mailed survey to the first 50 callers of the month who are served through each of the seven regional Senior LinkAge Line® call centers. A total of 350 people receive a survey each month. The overall survey response rate is 33%.

What does it mean?

A higher percent means consumers are more likely to recommend the Senior LinkAge Line® to others. A consumer’s willingness to recommend SLL to others is an indicator of consumer satisfaction with this service. According to market research, data shows that hanging onto a customer costs one-tenth of what it costs to obtain a new one. It is far more likely for consumers to want to return for service if they have a good experience.

In addition, a willingness to recommend the service to a friend or family member shows brand loyalty. Brand loyalty is critical to a service that needs to build trust with the citizens. This measure tells an important story. If the Senior LinkAge Line® brand has loyal customers, it benefits from positive word-of-mouth marketing, which is both free/low cost to the public and highly effective.

How is it calculated?

The measure is the percent of survey respondents who indicate, “Yes, I would recommend the Senior LinkAge Line® to others.”

Percent of consumers who would recommend the SLL to others by graph

raph showing percent of consumers who would recommend the Senior LinkAge Line to others

Percent of consumers who would recommend the SLL to others by table

2005

2006

2007

2008

2009

2010

2011

2012

2013

96%

97%

93%

96%

96%

95%

96%

95%

93%

Data source

Aging and Adult Services Division data collected from Senior LinkAge Line® Consumer Surveys and the WebReferral database.


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