Any senior living community listed on Caring.com can receive senior care reviews from their cognitively-healthy residents and residents’ family members. These consumer reviews can be positive, negative, or in-between, and are published (or removed) based on the Review Guidelines.
Through years of Caring.com research and multiple customer case studies, we have found that senior living communities with 15+ reviews on their listings dramatically boost their volume of prospective resident inquiries, community tours, and new resident move-ins compared to those with only 1-2 reviews or no reviews. And for those who earn the coveted Caring Stars award for service excellence based on reviews: they see double the inquiries and move-ins than our partners without the award!
Given how important these customer reviews are: we’re often asked by senior living communities how they can build their collection of great reviews on our site. This blog post summarizes those ways.
How any community listed on Caring.com can get reviews:
Dedicated review submission form — Every listing in the Caring.com directory has a unique link for cognitively-healthy residents and their family members to submit their feedback about a senior living community’s eldercare services. This custom link is accessible for the senior living community to share with its customer via the “Write a Review” button near the top of the reviews section on the listing. Consumer reviews submitted via that online form are typically processed within three (3) business days, so it’s the fastest, easiest way for the agency to get new reviews, particularly with more older adults and their adult children online nowadays than ever before.
More review options for Caring’s referral partners:
Partner Portal reviews campaign(s) — We make it easy for our partners to send requests for reviews to their happy customers, with a step-by-step, simple-to-use wizard in Partner Portal. See how now.
Phone review program — Senior living communities partnered with Caring.com can send us the names and telephone numbers of cognitively-healthy residents and their family members (with their explicit consent for sharing that info with Caring.com) and we’ll call them for their reviews. Note: This option can take longer than online submissions, given extra steps involved (from reaching the reviewer by phone, to transcribing the review from the recording phone call, as well as uploading and processing the review against the guidelines). It’s a good option though for folks who aren’t comfortable online yet.
And an option that will be available again in February 2020:
Postcard review program — Upon request, we provide to our senior living community partners a batch of self-addressed, postage-paid review submission postcards that can be handed out to cognitively-healthy residents and their family members. The reviewers then mail their review postcards back to us, with their contact info included should we have any follow up questions about their submission. The postcard program is another great option for folks who aren’t comfortable online, but it too takes longer than online submissions.
How to respond to the reviews your community receives:
All senior living communities with reviews on their Caring.com listing can publish a response — for both positive and negative reviews — and listed businesses also have the option to request removal of the review if there are fact errors or guidelines concerns.
Our partners will receive a New Review Alert emailed to their inbox the instant any new reviews are published on their listing. Updates for who on your team receives those alerts can be made in Partner Portal. (Please contact email@example.com if you need help with Partner Portal.)
Have questions about online reviews? Our reviews team can be reached by email or phone: firstname.lastname@example.org or (650) 762-8190. We also have an entire section of this blog dedicated to information about the reviews program — please do check out the best practices and case studies we’ve showcased in the Reviews Info center.
*This article was originally published in October 2017 and updated in December 2019.
Denise Graab joined Caring.com in September 2010, and has 20+ years experience in communications, with a focus on social media marketing for the last decade. In her current role at Caring, she helps senior living communities and home care agencies understand how best to harness the opportunities of digital marketing, including getting and responding to online senior care reviews.
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