The Springs of Escondido

2013 Internal Marketing Survey Results

This internal survey was designed and administered in the Fall of 2013. It was created to identify the levels of satisfaction in our residents as well as how our residents viewed the values and amenities of Holiday Retirement.

From a marketing perspective, this survey also allowed us to determine where and/or how our residents heard about Holiday, their decision making process in choosing Holiday and ultimately where our focus could be changed in garnering better leads and referrals.

This internal survey was in no way a perfectly scientific venture. It was distributed to all residents, however, the response data was derived from only those that chose to participate. Out of the approximate 104 current residents, only 45 surveys were filled out and returned .

In addition, because these were administered anonymously, it is possible that a resident could have filled out more than one, although the instructions were made clear that each resident was to fill out only one per person.

Lastly, some surveys were administered in person due to the residents interest but inability to complete it without assistance. There can always be a bias to towards pleasing the interviewer, so some bias must be acknowledged here as well.

Based on a scale from 1 to 10, with 1 being the worst and 10 being the best, what is your overall level of satisfaction with our community?

• Average Score of 7.03

Level of Satisfaction

Satisfied

Unsatisfied

Based on the prior rating scale, please rate the following amenities:

Apartment

Dining Room

Food

Staff

Manag

ement

Activiti

es

Locati

on

Transp

ortation

Price/V

alue

0123456789

10

Averaged Score

Averaged Score

Based on a scale from 1 to 5, with 1 being the weakest and 5 being the strongest, rate how influential each informational source is to you:

Radio

Television

Internet

Newspap

er

Friends/W

OM0

0.51

1.52

2.53

3.54

4.55

Source

Source

Based on a scale from 1 to 5, with 1 being the weakest and 5 being the strongest, rate the factors that helped you decide to move to our community:

Locati

onPric

eFo

od

Community Fe

el

Community Lo

ok

Other amenities

0

1

2

3

4

5

Variables

Variables

Based on a scale of 1 to 10, with 1 being weakest and 10 being strongest, please use the scale to determine the strength of the influencer to persuade

your decision to join our community.

Influencers

SelfFamilyResidentAdvertisingStaffCommunityOther

If you knew of our community prior to living with us, please select the top 3 reasons that brought you here:

Staff

Community look and feel

Price

Location

Reputation

Advertising

Other

0 5 10 15 20 25 30

Reasons

What is your current length of stay with us at this time?

1-12 months

13-24 months

25-36 months

36-48 months

60+ months

0 2 4 6 8 10 12 14 16

Length of Stay

Length of Stay

What is your gender?

Male Female0

5

10

15

20

25

30

Gender

Gender

What is your current age range?

Age

55-6566-7576-8081-8586-9091-9596-100100+

Do you feel that your holistic (mind/body/spirit) needs are being met at this community?

Yes

Yes, mostly

So so

Nope

Certainly Not

0 2 4 6 8 10 12 14 16 18

Holistic Needs

Holistic Needs

What is your current income range?

Income

$1000-2000$2001-3000$3001-4000$4001-5000$5001+

Qualitative Section:

"Being treated like a person by management."

"Dancing"

Good friends

Being independent and going to activities and not having to cook.

What makes you happy?

Spending time with my family whenever they are available and keeping in touch

with old friends

My love of the Lord, and friends and my family. Teaching, singing, reading, writing

poetry and visiting.

Friends, family and my cat.

Good friends

Entertainment - dining with friends-outside bus trips- plays, concerts.

Friends

A quiet, clean, smoke-free place to live that is big enough to do my own projects.

Music, reading, dancing

Television, movies, outings, casino

Being with people.

Do you see yourself as a long-term resident or short-term resident? Can you define those terms?

"Not sure…management needs to change."

"Longterm…over 10 years now"At least 10 years

Long term

A longterm resident and that is someone who is not researching and/or visiting other retirement

facilities.

Long-term, if I have my family good genes probably 99 years old to live to at end.

Long term if things stay the same, no money changes

Short term, because I have no quality of life here.

Short term, but I am 93 and trying to reach 99

What are your favorite pastimes and activities?

walking, reading, and good conversation

tv, reading

computer, tv, cards

bible classes and poker tv, cards, bingo and exercise

bible study, books, biographies

Reading, using computer to contact friends and take care of affairs

Watching TV and eating Hershey nuggets

Women's bible study, playing cards twice a week and bunco

four times.

Reading, crafts

canning, playing cards, readingexercise and games

reading investor's business daily travelTV, shopping, movies

hand and foot games

Walking, crafts, dining out, movies

Outings and activities we offer.

Saving coins

Reading, watching TV, painting, exercise

reading, music, talking to grandkids

playing card games, bridge is my favorite

How do you feel about the aging process? How are you handling it?

"ok"

Painful. Not well

Can be great with the right mind set

Can't stop the aging process, and I feel good considering my age.

Fine. Might as well accept it as there is nothing you can do about it.

I don't like being old!

As one ages, need to pay special attention to any weaknesses or problems that develop to avoid an unpleasant situation. I am handling

the aging process well.

You can't stop it - I'm doing pretty well.

Age is a matter of numbers, might as well flow with it.

Trying to understand it

It happens

What can I compare it to? Wish I were 70.

fine. It is what it is.

Accepting whatever comesWe all undergo it; slowed but good diet,

exercise and stimulating social interactions.

fine, better than I thought

rebuke it and resist it

I'm enjoying living here, my apartment is home

When/if asked, what do you tell your family and friends about living at our community?

"We do not discuss it"

Find something else

Overall good

Too expensive…should go to the Midwest and look at homes for the elderly there. They are much cheaper and just as nice.

It's great for the most part

I like my apartment

That I am satisfied here - my complaints are kept to myself.

It's nice and I've made friends. I'm not strong on games because I like to read,

write and teach.

Fantastic!

Bad food

It's more of a nursing home than independent living.

Best choice for now

I hate it.

little good

They don't care

It is becoming a pseudo assisted living community.

Where would I be better off?

If you are not completely satisfied with our community, what could be done to improve your overall level of satisfaction?

"Change of management"

Managers need to be more sensitive.

Please clean the laundry room on the 3rd floor. One washer for 30 people is bad. We should have a

least four washers and four dryers that work!

I am happy here, everyone follow rules!

I am pretty much satisfied with the community. It is not possible to

please everyone - many complaints are petty ones and some persons are just able to adjust to living here and

some cannot no matter what is done.

Keeping the rent where it is, because I am in the lower income

bracket.

Management is not resident friendly.

Want to see the ocean and go on more outings

Less nursing home residents. A little classier dining experience.

More outings.

Live in a smoke free two bedroom.

Too much to write here.

Better safety warnings

bus service, improve dining room, when managers say something is going to be done, let's see it done and maintenance thing should be

fixed when needed, not a year later.

Completely satisfied

When something needs to be fixed it should be done within a

few days, not in a couple of months, or not at all.

What do you think would be needed for you to recommend us to your family and friends?

"A lot of changes - servers and management"

Change head managers

This is advertised as independent living, so please do not rent to people who

should be in a nursing home. Please keep it an independent place.

I highly recommend you and have!

Better food

If someone I know is interested in a retirement facility in Escondido, I would

recommend this facility.

Stable rent, more green vegetables

A little more classier atmosphere.

Holiday Touch Corp. to care about their people more than their profit margin.

Stable managers. Changing so often to new people who do not know residents.

Stick to the ads that it is a retirement residence NOT A NURSING HOME.

total satisfaction

Improve the time it takes to serve meals also with less noise when removing dishes.

ensure it has independent residents

Less people who need nursing care

How do you get your current information? Newspaper, television news, internet, word-of-mouth?

All of the above

television news and internet

Newspaper, television, internet

my kids

Television News, word of mouth

television, internet

Television, word-of-mouth

TV, newspaper

television

How can we find more residents like you and interest them to join our community?

Lower the rent…and we need more residents who are independent and not

ready for nursing homes.

Advertise, have an open house and possible special dinners

Possibly mail colorful informational brochures to seniors in North County

and LA county.

Go south and as far east as Oklahoma

Advertisements, television, newspaper, online.

How can we keep more residents that are completely satisfied with their experience at our community?

"Treat everybody equallly"

Head managers need to be more helpful

Improve the heating and cooling system and do not raise the rent every year.

It all depends on their reason for leaving. There may be nothing you can do.

For the time being, it may be difficult as there are many new and modern retirement facilities being

built everywhere and some persons definitely prefer new and wish to try them.

I would not want to leave, but money may become an issue with me. Quit raising the rent!

Don't raise the rent!

Cap rent increases-most are on fixed incomes and even if they like it, will have to leave if rent

increases above income.

Lower your prices to start

Make it once again a retirement residence.

lower prices

Keep rent increases at current level or less with cost of living.

If there were one thing we could change about our community, what would that be?

"Be nice to all of us"

Head managers should not play favorites.

Have managers without favorites and ask them a

question and find out what they tell you is not correct

more than once.

Lower rents and don't increase it each year.

Lockdown at 9 p.m. not 7 p.m.

return to independent living

So it is important to continue to keeping the physical plant

in as good a condition as possible. PS more reliable

laundry facilities (machines) are needed.

As I mentioned, stop raising the rent and because of

where I live the afternoon sun beams on my apartment and gets very hot. It's hard to keep it cool and is the worst

in the whole building.Smoke-free.

Permanent managers and staff

Try keeping entry into the community on a better

educational level. Do not become a convalescent place

such as the one next door. Please keep the educational

level high for those of us that have to live here.

When moving here, we were told the bus would take us anywhere, and what about a lift bus? Now they change the

days of when we can go shopping and to our

doctors.

Absorb the noise, quiet the dining room

Someone responsible to see that no one is left alone, especially at eating time.

Keep rent increases as low as possible. I have several other

important expenditures.

I am happy and satisfied with almost everything,

that does not prevent me from recommending The

Springs. If I had to move, it would be to live near my son's residence, which is

another Spring's property.

All people obey rules. Management say what

they mean…not just say it.

Rent to include assistance with bathing, help to dining

room if needed, laundry help, help to events within

the community.