Want honest feedback about your senior living community?
One of the most valuable opportunities to gather it comes after a resident has moved out.
Exit interviews with former residents and family members provide candid insight into what your organization is doing well and where there are opportunities to improve. While satisfaction surveys and online reviews have their place, a thoughtful conversation often uncovers feedback that might not otherwise be shared.
Of course, collecting feedback is only part of the process.
Organizations that benefit most from exit interviews are those committed to acting on what they learn.
One senior living organization we work with reviews completed exit interviews during weekly leadership meetings. Department managers discuss both compliments and concerns, identify recurring themes and develop action plans to address opportunities for improvement. Just as importantly, positive feedback is shared with team members who deserve recognition.
For communities focused on strengthening the resident experience, improving customer service and increasing referrals, exit interviews can be an invaluable resource.
One family member we interviewed told us she was simply grateful someone took the time to listen to her concerns.
That alone speaks to the value of the process.
An independent third party can often encourage more candid conversations. Residents and families may feel more comfortable sharing honest feedback when they know they are speaking with someone outside the organization.
The most effective exit interviews are conversations—not interrogations.
Four or five open-ended questions are often enough to uncover meaningful insights without making the discussion feel burdensome. Questions typically explore the reasons for the move, what the resident or family appreciated most about the community and what improvements they would recommend.
If you choose to work with a third-party provider, understand how interviews are defined and billed. Some organizations charge for every completed contact, while others distinguish between completed interviews and unsuccessful attempts, such as disconnected numbers or messages that are never returned.
Finally, remember that who conducts the interview matters.
The best interviewers are empathetic listeners who know how to make people feel comfortable sharing both compliments and constructive criticism. Some conversations last only a few minutes. Others require patience, compassion and the willingness to simply listen.
Because the most valuable feedback isn’t always found in a survey.
Sometimes it’s shared in a conversation.
Originally published October 2020. Updated July 2026