Ferguson G, 't Hart B, Shabnam S. Satisfied versus dissatisfied: Experiences of retirement village living.
Australas J Ageing 2023;
42:455-462. [PMID:
36495112 DOI:
10.1111/ajag.13160]
[Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 03/23/2022] [Revised: 10/16/2022] [Accepted: 10/28/2022] [Indexed: 12/14/2022]
Abstract
OBJECTIVE
This study aims to understand and distinguish between satisfied and dissatisfied older people, through a comparison of their lived experience within a retirement village.
METHODS
An exploratory qualitative research design was utilized to identify and describe consumer experiences of lifestyle living and how that experience translates to positive or negative satisfaction. The net promoter score (NPS) was employed to identify highly satisfied (Promoters) and highly dissatisfied (Detractors) people.
RESULTS
Sixty-two interviews in retirement lifestyle villages were analysed, including satisfied (n = 33) and dissatisfied (n = 29) consumers of the service. Results reveal that satisfied people: (1) feel grateful for a service that exceeds their purchase expectations; (2) feel connected to others inside or (3) outside the lifestyle village; (4) feel 'heard' by the service provider; and (5) feel that they have retained their independence. Dissatisfied people describe: (1) broken promises, specifically those made at the time of purchase; (2) not feeling 'connected' to others inside the village; (3) feeling unheard or ignored by the service provider; and (4) the service not meeting their needs.
CONCLUSIONS
Revealing these detailed insights clarified the nuanced, hazy and often ambiguous differences between dissatisfied and satisfied people. It also provided insights into the high priority needs, expectations and choices of people as they transition into and through older age. The research should help industry, government and society in general to provide products and services that fit into this lived experience and better meet the changing needs of older people.
Collapse