Addington Place earns Customer Experience Award

A sign laying out the Red Carpet Philosophy sits atop a piano at Addington Place.

MT. PLEASANT — Pinnacle Quality Insight recognized Addington Place with a 2023 Customer Experience Award in the following service areas: variety of food/menu choices, quality of food, dining service, cleanliness, dignity, and respect.

According to Pinnacle’s website, they “conduct pleasant, in-depth customer satisfaction surveys, and then spotlight areas that could be most affected by improvement.”

Throughout 2022, Addington Place residents and their families participated in monthly telephone interviews where they answered open-ended questions and rated the community in multiple categories.

“We conduct pleasant, in-depth customer satisfaction surveys, and then spotlight areas that could be most affected by improvement,” Pinnacle Quality Insight states.

“As a senior health care advocate for 26 years, we have established the Customer Experience Award to ensure that every resident/patient receives exceptional assistance from his or her provider,” Pinnacle’s website reads. “Focusing on long-term and post-acute care, we conduct thousands of monthly surveys to establish a comprehensive review of our clients.”

According to the news release from Addington Place, qualifying for the Customer Experience Award means that they placed in the top 15% of care providers nationwide across a 12-month average.

“Every year, Pinnacle Quality Insight awards clients who have excelled at providing a superior customer experience for their patients/residents,” Pinnacle states in their description of the award. “Receiving a Customer Experience Award is no small feat.”

According to Pinnacle, they provide surveys for 2,700 care providers and conduct 150,000 customer interviews to determine Customer Experience Award recipients.

“Only those that are the 85th percentile or higher receive this award,” Pinnacle states.

“We pride ourselves in rolling out the Red Carpet to residents, families, and all who enter any Jaybird Senior Living community,” Jaybird Senior Living’s Chairman Kevin Russell said.

“The Pinnacle surveys have allowed the leaders at Addington Place of Mt. Pleasant to quickly address concerns and recognize areas of improvement, while also celebrating team members for a job well done,” he said.