2010 Senior Center Survey Result Highlights

Our annual survey—conducted each November—is intended to gauge how well the Center is meeting its mission of empowering, enriching, and involving seniors. Based on the responses we receive to questions on everything from program participation to customer service, we develop action plans to improve in specific areas.

** Response rate was 50% lower than last year due to the USPS delay in delivering the November edition of the Times. We received 162 completed surveys.

** 48% of respondents say they visit the Center at least once a week, consistent with 2009 results.

** The results with regard to program participation reinforced how important it is to make everyone, especially new members, feel welcome. Having a “buddy” attend a program with a new member is an important service to help with this.

** A plurality of respondents participate in travel (43%).

** Results again showed how important it is for members to feel their input is valued and for volunteers to feel they are appreciated. This remains a top priority for us.

** We were reminded of the importance of following up on phone calls and emails within 24 hours.

** The percentage of respondents who would recommend membership to a friend went up 6% this year to 83%.

** Overall, the number of respondents disagreeing with the positive outcome statements was 1–3%, which is very low.

** We had many more positive comments regarding customer service this year. We also collected feedback regarding new site recommendations that included better exercise rooms, sound systems, and social spaces; more bathrooms; adding Saturday hours; and increased energy efficiency.

* With regards to customer service, the majority responded that professionalism is excellent/good, that the volunteers and staff are friendly and welcoming, that they are willing and able to help, that they are efficient and knowledgeable, and that there is prompt follow-up on emails and phone calls.

* Some respondents commented that the front desk volunteers could be more welcoming when people come in the front door and that staff could be more involved with the members.

* With regards to communication, the majority of respondents answered that the Senior Center Times is an effective means of communication. Most respondents did not have an opinion about the Suggestion Box, Senior Council, and Town Hall meetings.

We appreciate your feedback and we listen to you! We hear you loud and clear and we are putting your constructive criticism into action! We are always looking to improve how well we meet our mission. Thank you!