Case Study: Lillibridge Healthcare Services boosts tenant satisfaction with Grace Hill KingsleySurveys

Friendly Competition Drives Tenant Satisfaction

Lillibridge Healthcare Services, a healthcare real estate company, needed to measure tenant satisfaction and benchmark its performance against industry peers. Their goal was to achieve top quartile performance in areas like overall management and tenant retention. To address this challenge, Lillibridge reached out to vendor Grace Hill to implement its KingsleySurveys solution.

Grace Hill provided a comprehensive program using KingsleySurveys, which included sharing feedback with property managers and creating tenant action plans. A key motivational element was the introduction of the "Kingsley Cup," a traveling award for the team with the highest satisfaction score. This solution drove significant results: the tenant response rate jumped from 54% to 73%, and overall tenant satisfaction increased by 16%, rocketing their percentile ranking from the 5th to the 70th.

Lillibridge Healthcare Services

Amanda Schroeder

Director of Client Engagement & Business Operations