Case Study: Home Instead Senior Care boosts feedback, retention, and online reputation with Listen360

Building Trust and Brand Reputation with Every Interaction

Home Instead Senior Care, a leading senior home health provider with nearly 650 North American locations, needed a faster and more consistent way to collect candid feedback from both clients and CAREGivers. The company wanted to ensure high-quality care across its franchise network, improve employee retention, and protect its brand reputation. Listen360’s customer feedback and reviews platform was used to help meet that need.

Listen360 implemented a Net Promoter System-based feedback solution that gathered real-time client and CAREGiver responses, sent detractor alerts, and used text analytics to surface trends and issues. This gave Home Instead franchise owners immediate, actionable data to improve service, recognize successes, and address concerns quickly. As a result, Home Instead improved consistency of care, boosted CAREGiver satisfaction and retention, and strengthened its online reputation through more positive reviews on sites like Google, Yelp, and Caring.com.

Home Instead Senior Care

Vicki Castleman

Vice President of Performance Solutions