CX Research

Defining best-practice CX in residential aged care

Aged care provider

The Challenge

A large not-for-profit aged care provider sought to understand how its sales process and customer experience compared to that of other residential aged care providers.

The Journey

We undertook customer experience research among various competitors, comparing user experiences among and between providers. We also performed independent analysis of our client’s sales process.

The Result

Our client gained a comprehensive overview of their position in the market, emerging client expectations, and gaps in their existing sales process.


Thank you for such an insightful and well compiled report for our work in serving older Australians. Your presentation was really well run and engaging! Your work will significantly fuel our pursuit of excellence for those we serve.

Chief Operating Officer
Aged Care Provider

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