GREENVILLE — It’s a mantra with which every Trilogy Health Services employee is familiar: “We are committed to exceeding our customers’ expectations.” So much more than a catchy saying, every Trilogy employee takes this message to heart. In fact, it is the first line of the mission statement on the back of every employee’s nametag. Customer service is both the purpose and the passion of every Trilogy team member, which is why Village Green Health Campus was beyond excited to receive the Diamond Award in recognition of their customer service excellence at Trilogy’s recent Spring Meeting in Cincinnati, Ohio, April 17-19.
Twice a year, Trilogy solicits feedback from residents and their families through Customer Satisfaction Surveys. Their responses are viewed as invaluable, and are used to identify places where the campus excels as well as opportunities for growth. Village Green Health Campus received recognition for their scores in Activities, Staff, Value of Services, and Dining Services.
“At Village Green Health Campus, we are united in the same goal; to exceed the expectations of our customers. Our scores on the Customer Satisfaction Survey reflect the commitment of every Village Green team member, and it is with great pride that we receive this recognition,” commented Jessica Price, Executive Director. “We are honored to have received such positive feedback from those we serve, and promise them that we will continue to provide the same customer service excellence they have come to expect from Village Green.”
Companywide, over 9,880 surveys were mailed to family members and other responsible parties. Over 50 percent of the surveys were returned. Nearly 90 percent of customers responding said they would recommend their Trilogy campus to someone who required senior living services. Trilogy Health Services currently operates 107 senior health and hospitality communities throughout Indiana, Ohio, Kentucky and Michigan.
Honors also went to the Central Ohio Division of Trilogy Health Services, of which Village Green is a member. Campuses in this division were recognized as receiving the highest customer satisfaction scores of each individual health campus within the division.