Resident satisfaction is Oak Tree’s top priority. This year, the retirement village provider were proud to share that their annual survey has once again delivered outstanding results, with an impressive 94% overall satisfaction rate.
Conducted by independent research firm Lucidity Group, the survey was completed by 63% of Oak Tree residents across its 34 villages nationwide. More than just a measure of satisfaction, it provides valuable insights into key aspects of village life—including service delivery, management, staff, maintenance, and communication. The survey also forms an important part of their annual compliance process as a signatory to the Retirement Living Council’s Code of Conduct.
Oak Tree’s ultimate goal? To continually improve and enhance their retirement communities, ensuring they remain vibrant, well-supported places where residents feel truly at home.
Chief Executive Officer, Christine Gilroy, expressed her appreciation for the strong results and the valuable input from residents: “A 94% satisfaction rate is an outstanding achievement. We sincerely thank our residents for their feedback, which is essential in shaping the future of Oak Tree villages. Our commitment is to provide safe, welcoming, and well-maintained communities where residents can enjoy their retirement to the fullest and we are heartened that the results of our survey appears to reflect this.”
What were the key findings?
A snapshot of some of the key findings from the survey include:
- 94% of our residents were satisfied overall with their lifestyle at Oak Tree
- 90% were satisfied with the level of service at their village
- 90% were satisfied with the way their village is managed
- 91% were satisfied with the communication at their village
- 91% were satisfied with the quality of their home
The Net Promoter Score and what it means
Oak Tree also achieved a high net promoter score of +58. A net promoter score measures the likelihood a current resident would recommend an Oak Tree Retirement Village to a friend or family member. To put it into perspective, previous industry benchmarks observed by the Lucidity Group ranged from +11 to +37, making Oak Tree’s result a standout achievement and something they are incredibly proud of.
The main reasons residents scored the provider so highly include:
- Sense of community: “The village has such a friendly, caring community.”
- Well-managed: “We have a great team running the village.”
- Service provided: “Best thing we ever did was moving in here! Friendly living, and the lawns and gardens are all done for us especially when we are away!”
- Safety and security: “Friendly and safe. Sense of being at home.”
- Great place to live: “Love living here, best choice ever.”
Oak Tree Retirement Villages’ commitment to creating the best possible retirement experience is ongoing. While the organisation is proud of the results it has achieved, it recognizes there is always room to grow. That’s why it will continue to listen closely to residents—not just through formal surveys, but in everyday conversations—so it can keep improving and refining what it offers.
