Every year, Ebenezer communities participate in a critical initiative: the Customer Experience Survey. This is your opportunity to tell us what’s working, where we can improve, and how we can make life better for residents and families across the system.
The 2025 survey will run from June 16 to July 15 and is available online. Residents, family members, and primary contacts will receive links and information on how to access the survey.
This isn’t just a formality. Your feedback helps guide real change.
The survey is administered by a third-party organization to ensure confidentiality. It includes questions about communication, dining, cleanliness, safety, activities, and overall satisfaction.
The data is then reviewed by executive directors, regional operations leaders, and the corporate office. But most importantly, it is used to build community-level action plans.
Each community selects two or three areas of opportunity to improve upon, and two or three strengths to celebrate and reinforce. These findings are shared with residents and families in newsletters, letters, and council meetings—ensuring transparency and accountability.
We believe that people living in Ebenezer communities—and their families—deserve a voice in shaping the place they call home. The Customer Experience Survey is one of the most direct and effective ways to provide that voice.
Last year’s survey led to tangible improvements: new menus, updated communication tools, enhanced activity offerings, and even changes to laundry schedules and transportation.
When residents and families speak up, it gives leadership the insight and data needed to make the right changes. No feedback is too small.
After the survey closes, results are compiled and shared with community leaders. They will meet with their teams to discuss key findings and develop their action plans. These plans are submitted to regional leadership and used to track progress through the end of the year.
Check your email! We invite every resident and family member to participate. If you’ve had a good experience, tell us. If there’s something you think we can improve, let us know.
If you’re a team member, you play a key role in encouraging survey participation. Let residents know how to access the survey. Help them with technology, if needed. Print materials will be available to support the process.
With your help, we can build communities that are more responsive, more inclusive, and more focused on what matters to you.