Newton Presbyterian Manor Receives 2019 Customer Experience Award

Newton Presbyterian Manor is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2019 Customer Experience AwardTM.

The Customer Experience Award is given to senior living communities that score in the top 15-percent of the nation in resident satisfaction surveys conducted by Pinnacle Quality Insight for 12 consecutive months. Newton Presbyterian Manor received the award for independent living, assisted living and skilled nursing.

Over the course of 2018, a sampling of Presbyterian Manor’s residents and their families participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Presbyterian Manor in specific categories.

“The Customer Experience Award affirms our staff’s dedication to our mission – to provide quality senior services guided by Christian values,” said Marc Kessinger, executive director. “This award reflects our residents’ satisfaction with our efforts to live out our mission.”

Presbyterian Manor scored in the top 15-percent in the categories of cleanliness, dining service, overall customer experience, overall satisfaction, personal care, quality of food and variety of food and menu choices for assisted living surveys.

The community also rated in the top 15-percent for activities, dining services, overall customer experience, overall satisfaction and quality of food for skilled nursing.

Independent living residents rated Presbyterian Manor in the top 15-percent in communication, dignity and respect, dining service, move-in process, overall customer experience, overall satisfaction, quality of food, willingness to recommend to others, response to problems and safety and security.

Through Pinnacle Quality Insight’s monthly phone surveys, Newton Presbyterian Manor has gathered real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary, continuing a 70-year emphasis on ensuring the individual needs of every resident are met.