--000000000000b19f4405f71d97a1 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable SATISFACTION WIN BACK CAMPAIGN CLOSES FIRST WEEK WITH FLYING COLORS TheKey=E2=80=99s Satisfaction Win Back Campaign kicked off Day 5 and logged= its first week with strong numbers across the U.S. and Canada, reminding teams across the organization of the power of getting =E2=80=9CBack to Basics=E2= =80=9D by simplifying our approach and adding value for clients. THE NUMBERS! Regional teams scheduled 1523 client visits, and 24% of those have been completed. Of these, 89% report they are happy with TheKey=E2=80=99s servic= es, and 11% identified an issue of concern, which teams are diligently working to rectify immediately using the =E2=80=9Cfast track issue escalation=E2=80=9D= model. KUDOS AND SHOUTS OUTS! TheKey thanks Regional Client Success Manager Claudia Hernandez for sharing today=E2=80=99s campaign success story! In California, Client Success Manager Amber Gallant=E2=80=99s client, John,= was recovering in a skilled nursing facility pre-pandemic, and upon discharge, signed up for short-term care under Claudia=E2=80=99s management. In time, = Amber began managing his case as a Client Success Manager, recognizing that a short-term case was likely since he was independent. During the pandemic, their Success Management meetings were via phone call with John and his niece, and Amber never had an opportunity to meet him in person. A Medallia survey showed that he felt enormous value in the companionship from the Caregivers being with him, and that he missed the regular in-person, check-in meetings with a Success Manager. His survey made clear that he wanted more time and attention from his care team. To win back this client, an elephant with a lifetime value of over $480,000, who had expressed concern about service levels, Claudia and Amber met with John and his niece to address his concerns and discuss how to better meet his expectations. He reinforced that he had been missing the human connection and peace of mind from the Success meetings before the pandemic. They corrected his concern immediately, with in-person check-ins scheduled with Amber, and he opted to keep full-time care continuing. Three years later, John is still with us. The Satisfaction Win Back Campaign runs from March 13th - April 21st with the goal of elevating elephant and turtle client satisfaction through =E2= =80=9Cfast track escalation=E2=80=9D to ensure issues and concerns are appropriately a= ddressed and resolved to Win Back status. TheKey is very proud of our Client Success Managers and regional teams for their collaborative dedication to service excellence. For questions, please contact Tiffany Silton at tsilton@thekey.com or Audra Williams at audraw@thekey.com. Our campaign kick off communication is linked here for your reference. Thank you! --=20 Best Regards, Julia Natasha Watthey, MBA Director, Corporate Communications TheKey www.thekey.com --- --0