--0000000000004d93990644fe2da0 Content-Type: multipart/alternative; boundary="0000000000004d93980644fe2d9f" --0000000000004d93980644fe2d9f Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Leadership Team, Below you will find your weekly highlights for the last 2 weeks of 11/24 - 12/1. This is a high-level overview of Client Experience Alerts, Medallia, and TheKey Match. Ultimately once the Quality Dashboard is live, we will be looking to add these details into Version 2 will include data into which we can drill down per site. Medallia Overview: Invitations Sent (all surveys): 786 Responses (all surveys): 54 Total Response rate: 8.4% Opt Outs: 0.3% *please note, we discovered and corrected an issue in our invitation file yesterday (12/1) that prevented records from being sent last week. Several records were sent to catch up and our response rate is considerably lower than prior weeks. We expect this to correct next week. Detractors Received: 8 Open (Needs Action): In Progress: 2 Resolved: 1 Northeast: 1 Greater LA: 1 Southeast: 2 Texas Arizona: 1 Bay Area: 2 Canada: 1 Weekly Detractor Themes: - Communication continues to be a pain point for clients. One client reports that communication has seriously deteriorated since their prior contact left the organization, stating they have to call for schedule updates, have a revolving door of caregivers, and are sent unprepared caregivers. - Caregiver phone usage Weekly NPS scores: [image: image.png] Weekly CG Pulse Results: [image: image.png] Invitations Sent: 184 Surveys Delivered: 152 Responses: 17 Total Response rate: 11.2% Detractors ( Updates, Next Steps and Support - The CEA Dashboard reports have been updated to show more details and provide easier access to site-specific records. Lin