Vintage Senior Living and LRA Worldwide Partner on “Service Excellence” Initiative

Horsham, PA, December 07, 2011 --( Vintage Senior Living, a family of vibrant retirement communities in California and Washington, has launched Service Excellence, a comprehensive service program designed to cultivate a sense of belonging and a focus on individual service at each community. As a centerpiece of this effort, Vintage Senior Living has enlisted LRA Worldwide, Inc. to design and administer a comprehensive survey program to gather feedback from residents and their family members.

The quarterly survey will not only help Vintage Senior Living gauge resident and family member satisfaction, but also prioritize improvement efforts based on what is most important to those stakeholder groups. The program will touch Vintage Senior Living residents and family members across the company’s full continuum of care – senior living, assisted living and memory care for Alzheimer’s and other dementia. LRA, which is a leader in the field of Customer Experience Management (CEM), will provide the ongoing analysis of the survey results.

“Our goal is to build a strong, lasting relationship with every resident who entrusts us with their care,” explained Gabrielle Windsor, the Service Excellence research champion for Vintage Senior Living. “LRA’s approach helps us understand the dynamics behind creating those lasting relationships with residents and their families, as well as what makes them tell their friends.”

In addition to the resident and family member survey, LRA is assisting Vintage Senior Living with primary research on several additional components of the “resident experience,” including the sales and move-in processes. LRA will also conduct an employee engagement study in order to help Vintage Senior Living further align its employees with their Service Excellence culture.

“The Vintage Senior Living research program is designed to reveal insights into what experiences create a lasting bond between a resident, their family members and the community,” said Mike Phillips, Senior Vice President of Research for LRA. “The goal is to provide an understanding of those experiences so they can be replicated on a resident by resident, community by community basis.”

Phillips and LRA’s research practice will oversee the Vintage Senior Living program. In addition to its work with Vintage, LRA has developed research instruments designed to measure and enhance the customer experience in industries as diverse as healthcare (Sunrise Senior Living, ARAMARK Healthcare), sports (International Speedway Corp., National Football League), skiing (Stowe Mountain Resort), entertainment (Live Nation, The Grand Opera) financial services (Wells Fargo Home Mortgage, UPS Capital), timeshare (Hyatt Vacation Clubs), gaming (The Cosmopolitan of Las Vegas, Station Casinos) and hospitality (Mandarin Oriental Hotel Group), among others.

About LRA Worldwide, Inc:
LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.

In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at

About Vintage Senior Living:
Vintage Senior Living is a family of retirement communities. Established in 1998, Vintage Senior Living offers a vibrant senior living lifestyle specializing in independent senior living, assisted living and memory care services for Alzheimer’s and other dementia. Its mission is to help residents thrive in mind, body and spirit through the dedication of its staff and the excellence of its programs. Vintage Senior Living operates a total of 23 communities with 22 throughout California in addition to its retirement community in Tacoma, Wash. For more information, visit, YouTube, Facebook or Twitter.

LRA Worldwide, Inc.
Zach Conen