--0000000000006544e5060818e1a5 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good afternoon Regional Directors, This newsletter serves as an update from the Service Quality team as we are in the 4th quarter of the year! Medallia surveys have served as a tool to help us navigate, determine what is working, where we can improve, and learn from our trends on client experience. We would like to take the opportunity to provide an update for our leadership team. ------------------------------ 2023 Medallia score objectives Client NPS Target - 40 Team OSAT Target - 50 MoM (January to September) Team Overall Satisfaction Score (OSAT) =F0=9F=91=8F=F0=9F=A4=A9Bay Area - significant jump from team overall satis= faction score 37 prior month to 48 in September =F0=9F=91=8F=F0=9F=A4=A9Greater LA, DC Metro, Nebraska, NJ/NY/PA - big JUMP= to over 50+ from prior month team overall satisfaction score =F0=9F=91=8F=F0=9F=A4=A9Canada, Greater San Diego, NC/SVA, Ohio/Indiana, So= uthern States - All holding steady ABOVE 50 average YTD team overall satisfaction score =F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F MoM (January to September) Client Net Promoter Score (NPS) =F0=9F=91=8F=F0=9F=A4=A9DC Metro - jumped from 0 August NPS score to closin= g September with a score of 43 + almost double sample size =F0=9F=91=8F=F0=9F=A4=A9Greater LA - increased sample size, jumped from NPS= score 23 in August to 43 in September =F0=9F=91=8F=F0=9F=A4=A9NJ, NY, PA - consistently above 40+ NPS for 2 conse= cutive months =F0=9F=91=8F=F0=9F=A4=A9Ohio/Indiana - above 40+ NPS for 3 consecutive mont= hs =F0=9F=91=8F=F0=9F=A4=A9Southern States - above 40+ NPS for 5 consecutive m= onths ------------------------------ Promoter comments: 9/10 survey ratings! Standout variables in the following comments are about caregivers, communication responsiveness, beyond task-based care (BCM) have made experience =F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F =E2=80=9CSade is a gift from God. Our family prayed for a caregiver that wo= uld treat our precious Mom and MIL, Delores Decker, with dignity, tenderness and humor. Sade does all this and so much more. She is ALWAYS on time and is responsible for giving Mom her medicines in the morning. Sade gives Mom a shower and does this while making sure to preserve Mom's dignity. Sade plays games, does puzzles, takes Mom on walks and eats lunch with her. She reminds Mom gently to slow down and use her walker. She prays with Mom before lunch and SO much more. We love Sade!=E2=80=9D =E2=80=9C WE ARE HAVING A GREAT EXPERIENCE WITH THIS WONDERFUL CAREGIVER. S= HE IS A WONDERFUL LADY AND WE COULD NOT BE HAPPIER.=E2=80=9D =E2=80=9CCaregivers are dependable, kind, and knowledgeable as to how to ca= re for my mom. The office has been very responsive and very accommodating when needed.=E2=80=9D =E2=80=9CAdministrative staff is responsive, works hard to accommodate requ= ests, gives consideration to f