We make the calls. Your team gets the follow-ups.
Our US-based interviewers call your residents, their families and your recent tours all year. People say more on the phone than they write on a survey. After each call, the follow-ups go to the right person on your team.
Calls at each stage, from tour to move-out
Each call follows a script written for the care level and the stage. You choose how many calls each community gets a month.
Post-tour
A few days after a tour: what they liked, what worried them, and whether they are still deciding.
Move-in
New residents and families in their first months, while problems are still easy to fix.
Check-ins
Current residents and families through the year, to catch small problems early.
Move-out
Families after a move-out: why they left, and what would have changed their mind.
Rehab stays
Patients and families after a short stay: how the care went and whether they would recommend you.
Each call goes to the person who can act on it
Results show up in your dashboard when the call ends, sorted by who needs to act.
- Follow-up flags for sales: a referral, a stalled tour, a family ready to review
- Unresolved issues, sent to the director who owns them
- Scores by department, compared with 230+ communities
- Quotes from families who agreed to be named
More move-ins
Find out why a tour went quiet
A few days after a tour, we call the prospect. Your sales director gets a short list of people worth another call, with what is holding each one back.
- What is holding them back: price, timing, care, or a family member not yet on board
- Prospects who liked you and are still deciding
- Tour feedback by community and by salesperson
Moved in within six months, by tour rating
Tours rated 4.5 stars or higher led to 2.6 times as many move-ins. From 1,494 post-tour interviews, counting move-ins we later interviewed. See the research.
More Google reviews, referrals and free leads
After a good conversation, we send the family a link to leave a Google review, and we pass along anyone who knows someone looking. Your communities are also listed on Lilisity, our free family directory, so families searching near you can find you. There is no fee per lead.
- Review invitations sent after the call, each one tracked back to it
- Referrals passed to sales the same day
- Lilisity leads with name, care need and move timing, no referral fee
Fewer move-outs
Unhappy families tell us before they give notice
Families often tell us things they don't tell community staff. When a resident or family is unhappy, you see the issue, the department, and how long it has been open, so your director can step in before they give notice.
- At-risk residents flagged with the reason
- Move-out interviews that show why people leave
- In our own data, an apartment sits empty for about 3 months after a move-out
Every complaint gets an owner, a plan and a due date
When a resident or family raises a problem, it goes to the director who owns it. They acknowledge it, write a short plan, and close it when it is fixed. Each unresolved issue costs about a quarter of a star, so closing them shows up in your scores.
- Issues sorted by department, age and community
- Simple action plans with who, what and when
- Department scores for dining, care, housekeeping, activities, maintenance and management, with trends
The whole picture
Know which leaders read the results and acted
See who opened their surveys, who acknowledged their issues, and who is on track against their targets, with a roll-up for every region. Executive Directors see their own building, regional leaders see their region, and corporate sees all of it.
- Every community side by side, by score, department or region
- Trends and Net Promoter Score, to see who is improving and who is slipping
- A short daily briefing for each leader on what changed
How phone calls compare with email surveys
See what your own families are saying
Book a 30-minute walkthrough with someone who has run communities. See the dashboard with sample data and get a plan for your communities.