Rolla Presbyterian Manor Receives 2020 Customer Experience Award from Pinnacle Quality Insight

Rolla Presbyterian Manor is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2020 Customer Experience AwardTM.

The Customer Experience Award is given to senior living communities that score in the top 15-percent of the nation in resident satisfaction surveys conducted by Pinnacle Quality Insight for 12 consecutive months. Rolla Presbyterian Manor received the award for assisted living and skilled nursing.

Pinnacle Quality Insight, a customer satisfaction measurement firm with more than 24 years of experience in post-acute healthcare, conducts more than 150,000 phone surveys each year and works with more than 2,500 care providers in all 50 states, Canada and Puerto Rico.

Over the course of 2019, a sampling of Presbyterian Manor’s residents and their families participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Presbyterian Manor in specific categories.

“The Customer Experience Award affirms our staff’s dedication to our mission – to provide quality senior services guided by Christian values,” said Ann Caudill, executive director. “This award reflects our residents’ satisfaction with our efforts to live out our mission.”

Rolla Presbyterian Manor scored in the top 15-percent with best in class ratings, in overall satisfaction, personal care and activities in assisted living. The community received best-in-class ratings in overall satisfaction, cleanliness, laundry service, dignity and respect and willingness to recommend to others for skilled nursing surveys.

Through Pinnacle Quality Insight’s monthly phone surveys, Rolla Presbyterian Manor has gathered real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary, continuing a 46-year emphasis on ensuring the individual needs of every resident are met.