Measuring customer satisfaction in real time
10th September 2026 | 4 min read
At Opal HealthCare, we recognise that one of the most valuable indicators of performance comes directly from the people who experience our care every day: our residents and their families. That’s why we measure customer satisfaction through a continuous feedback programme using regular surveys for residents and their families.
The surveys track two key internal metrics: the Customer Satisfaction (CSAT) score and the Customer Recommendation Score (CRS). This approach provides real-time data, which is displayed on each Care Community's webpage. The aggregate CSAT score from all our Care Communities is also displayed on the Opal HealthCare home page, to give full transparency. Our team uses these insights to help drive continuous improvement and enable families to make informed decisions about their care choices.
What surveys does Opal HealthCare use?
These are the four types of surveys we send to families:
- Families of new permanent residents
- Families of residents who have transitioned from respite to permanent care
- Families of respite residents
- Families of permanent residents
Survey results are displayed as percentage scores under key categories on each Care Community web page. This gives families clear, transparent insights to support informed choices.
Customer Satisfaction (CSAT) score
Also known as CSAT, Customer Satisfaction tracks how satisfied residents, relatives and representatives are with their Care Community. It is measured by asking: “Overall, how satisfied are you with your Care Community?” While many organisations measure CSAT on an ad hoc basis, we include this question in our continuous surveys so we can use real-time data to drive improvements.
Customer Recommendation Score (CRS)
Customer Recommendation Score, or CRS, is Opal HealthCare’s adaptation of the Net Promoter Score, a widely used tool for measuring customer loyalty. We calculate CRS by asking residents and relatives: “How likely are you to recommend this Care Community to family and friends?” This is meaningful because people are most likely to recommend a service when they have been consistently impressed by it. It is a powerful indicator of trust and confidence.
All feedback informs continuous improvement at our Care Communities
We use the insights from resident and family experience surveys to guide continuous improvement and invest in strong clinical governance, digital care systems, ongoing training and evidence-based care planning. Learn more
To support person-centred care, we monitor clinical indicators every day, complete internal audits, and work closely with residents and families to align care with their needs and preferences. When we see opportunities to improvement, we put targeted actions in place and share across our Care Communities.
Your feedback is important to us. We encourage participation in surveys, care meetings and our feedback channels. We review all feedback, and act to continually strengthen outcomes and wellbeing for our residents.
Care Community stories
Julie’s inspiring journey to general managerFrom retail management to aged care leadership: Julie Moss's journey to General Manager For Julie Moss, general manager at Victoria’s Inverloch Coast Care Community, a career in ag…
27th August 2026 | 4 min read
Care Community stories
Big hearts, big impact at Rutherford ParkRutherford Park Care Community gives back to families in needResidents at Rutherford Park Care Community in the NSW Hunter region are helping local families experiencing hardship t…
16th July 2026 | 4 min read
Care Community stories
How personalised dementia care helped Sharon reconnect through netballSharon, a resident living with dementia at Gawler Hillside Care Community in South Australia, struggled to adjust to residential aged care after moving into the community. Through …
9th July 2026 | 4 min read
Care Community stories
Bringing generations together through volunteeringHow shared time and kindness enrich life for residents and volunteers alikeVolunteering at our Care Communities enables people to make a real difference in the lives of older peopl…
17th June 2026 | 4 min read
Care Community stories
Support groups for families and carersWe established Dementia Connections Cafés to provide families and carers with opportunities to connect in person, share experiences, and support one another in a safe and welcoming…
4th June 2026 | 4 min read
Care Community stories
Human connections at Blacktown TerraceAt Blacktown Terrace Care Community in Western Sydney, a meaningful friendship between resident Paul, affectionately known as "Grand Paul", and team member Paul demonstrates the po…
28th May 2026 | 4 min read
Care Community stories
Acknowledging National Sorry Day at Hamlyn TerraceResidents, team, and visitors at Hamlyn Terrace Care Community on the Central Coast of NSW gathered to acknowledge National Sorry Day, also known as the National Day of Healing, on…
26th May 2026 | 3 min read
Care Community stories
Stay safe from recruitment scamsAt Opal HealthCare, the safety and trust of people who want to join our team is important to us.Recruitment scams are unfortunately becoming more common. These scams may involve in…
21st May 2026 | 4 min read
Care Community stories
Wellbeing support for Tony at Kawana WatersWhen Tony arrived at Kawana Waters Care Community on Queensland's Sunshine Coast, he was facing significant health challenges following a cancer diagnosis with a poor prognosis.An …
13th May 2026 | 4 min read