Customer Loyalty Audit: Care Home Service Agreement Evaluation Report

This report assesses the customer loyalty of three care homes—Dream Lodge, Silverside, and Bramble Lane—through an evaluation of service agreements. It analyzes complaints received, including issues like meal quality, room conditions, and staff availability, alongside resident survey results concerning staff competence, facility cleanliness, and overall experience. The analysis converts survey responses into percentages for comparison, revealing that Dream Lodge generally receives more positive feedback, while Silverside has the fewest complaints. The report concludes that Dream Lodge demonstrates the best practices based on the combined analysis of complaints and survey data. The report ranks the care homes based on the data, with Dream Lodge being the best and Bramble Lane being the worst. The primary goal of this report is to select the best option from the portfolio that satisfies customer loyalty management.

Data Skill

Table of Contents
Introduction......................................................................................................................................3
Complaints received....................................................................................................................3
Residents Survey Results.............................................................................................................4
Comparison between complaints received and survey responses...............................................5
Final Conclusion..........................................................................................................................5

Introduction
This report is based on the evaluation of a service agreement established locally on the customer
loyalty audit by company administrations. In this act; two reports were examined; complaints
received and verified results of residents. The main objective of this report is to select the best
option from the portfolio that satisfies customer loyalty management.
Portfolios are held directly by speculators or viewed by consumer experts and shop managers.
Profit-collecting experts should rely on the quality of risk and the goals they pursue. Theories
can have several concerns for some reasons. It all depends on a person's goals as a master of
money.
Complaints received
This portfolio had three care homes; Dream Lodge, Silverside and Bramble Lane. The regular
complaints of these three booths were investigated in a way that exceeded expectations; where it
is possible to see clearly what the Care Home is recording the most notorious and downplayed
complaints.
Home cares
Problem Generating Complaints DREAM
LODGE
SILVERSID
E
BRAMBLE
LANE
Highest
complaint
Meals provided late 75 17
Records not
kept DL
Poor Quality meals 140 42 150 BL
Bedroom cleaning at inconvenient time of
day 40 16 145 BL
Poor quality of bedroom cleaning 58 17 160 BL
Staff unavailable or unhelpful 60 22 120 BL
Lack of Family visits 180 130 540 BL
Room temperatures too cold 160 55 148 DL
Room temperatures too hot. 90 35 102 BL
Common areas not cleaned 78 15 94 BL
Dementia Care sessions quality 9 3 Not Applicable DL
Medicines not available 25 12 98 BL
Activities lacking interest. 130 32
Records not
kept DL

Explaination: From the table above; unfortunately the worst complaint was received by Bramble
Lane, although no relevant complaints were received by Silverside. Therefore, depending on a
complaint under investigation, Silverside is the best choice among the portfolios. It can also be
seen that Bramble Lane did not keep track of the uninteresting exercises and the dinners
presented late complaints that show how difficult it is to satisfy customers. Therefore, with all
uncertainties, Bramble Lane will be removed from the package on the value of disappointment in
maintaining customer satisfaction and providing an effort to provide better offices for customers
their purchase.
Residents Survey Results
The resident survey report questions asked from patients have been listed below:
Staff are competent and kind to residents
Beds are comfortable
Decoration is modern
Access to trained nurses and doctors is good
Meals are good quality and dietary requirements are met
Room temperatures are comfortable.
Regular activities are arranged and are suitable for residents needs.
The care home is located in an area with good shopping facilities
Dementia care provided is good
Facilities are clean and safe
The cost per week to residents represents good value for money
Your overall experience at this care home can be described as good.
Based on these questionnaire; responses have been collected from visitors and residents of these
three home cares. The main issue in analyzes of these survey report is difficulty in comparing
three care homes due to variations in sample size collected. To make it comparable certain steps
have been taken like convert it into common base; which is percentage or rating. Therefore to
compare the data; all the responses have been converted into means based on strongly disagree,
disagree, agree and strongly agree. At last; these mean of all merits have been converted into

percentage composition to make it easy to compare them with each other. Below is the table of
comparison of these data’s:
Home cares
Strongly
Disagree Disagree
Agre
e Strongly Agree
Dream lodge 7% 21% 44% 27%
Silverside 21% 41% 29% 8%
Bramble Lane 9% 24% 55% 12%
Interpretation: Hence, it could be clearly seen that; Dream Lodge has the maximum response for
strongly agree; while on the other hand; silverside didn’t able to convince its clients through its
facilities. While disagree percentage of Silverside is highest among portfolio of these three Care
Homes. Through converting unequal raw data into percentage makes it easy to see which Home
cares get high response against strongly disagree and which home cares clients are strongly agree
with facilities.
Next, think about the agreed information; Dream Lodge leads two more. Then again; Regular
feedback indicates that Bramble Lane has outperformed most people by agreeing with the best
offices that Bramble Lane has provided. Through these lines, break the bond; different
information was considered different; which shows that Bramble Lane registered 9% while
Dream Lodge recently received 7% feedback, which is decidedly against the offices provided by
nursing homes.
In this sense, as a result of this study, it can be assumed that Dream Lodge is an example of
home care.
Comparison between complaints received and survey responses
Both reports show non-judgmental findings as the best group that Silverside relied on to end the
complaint as the most critical group responsible for the review response. One reason for this
phenomenon may be the invisible number of feedback or the fact that Silverside has fewer
customers visiting their site. This is why Silverstone has fewer registered complaints as not all
guests out there are as different as other nursing homes; Dream Lodge and Bramble Lane.

Final Conclusion
In light of two reports and information collected from complaints received and analysis of the
response; there is a tendency to reason that the rumblings entered; Silverside pursues best
practice houses that have the least complaints with Bramble Lane, ending up as the most difficult
situation to stop most complaints. Dream Lodge was in the middle. As a result, these nursing
homes were moved based on information gathered from two separate reports.
The following is the final evaluation of job-dependent information; where a higher number
indicates a low number and a smaller number shows the best:
Ranks
Home cares Complaints received
Survey
responses Total
Dream lodge 2 1 3
Silverside 1 3 4
Bramble Lane 3 2 5
Interpretation: Thus the result shows that Dream Lodge has lesser number among three.
Therefore finally it can be declare that Dream Lodge has act as an exemplar of good practice for
other Care Homes in Jane Pope’s business.