Satisfaction scores are higher than ever

Every year we conduct an independent survey amongst our 17,000 clients, 12,000 CAREGivers and key players. The goal is to establish satisfaction rates, and we’re delighted to announce that our latest results are at an all time high!

97 per cent of our clients are ‘very likely’ or ‘likely’ to recommend Home Instead. It’s a wonderful achievement, not least because it’s given us our highest client advocacy score – 72 - since we commissioned this survey eight years ago. That’s six points up from the previous year, and the survey company WorkBuzz considers this as an ‘excellent’ net promoter score.

Our praiseworthy scores really bear testament to how we have navigated ourselves through the pandemic. In fact, a whopping 98 per cent of clients say that their CAREGivers has kept them safe and well at home during the pandemic. Our CAREGivers have really done themselves proud during the challenges of the past 12 months.

At Home Instead we believe in personalised care and that shines through in the 96 per cent of clients who say that their caregiver is well matched to their needs.

Valuing our employees is also a key priority for us, and we’re thrilled to achieve net promoter scores of 95 and 93 for key players and CAREGivers respectively. WorkBuzz considers these as world-class, and the CAREGiver score is 15 above the benchmark for national care and home care companies. Other key CAREGiver scores include:-

  • 96 per cent of caregivers are proud to work for us
  • 96 per cent would recommend our services
  • 92 per cent have received enough support during the pandemic
  • 91 per cent would recommend us as a great place to work
  • You can also find some other results that we're proud of in the image below.

Martin Jones CEO, is delighted with the results, commenting, “The team at National Office were humbled to read the reports.

“In a year when it was far from business as usual, we have worked hard to ensure that our franchisees and their teams felt supported and connected. Most importantly, we did everything we could to ensure the safety of our teams and clients.

“We now have a network of 224 offices and I’m delighted that we have been able to continue to deliver our person-centred, high quality care at scale; despite everything that the pandemic has thrown at us.

“Our local teams have done an amazing job, going above and beyond on a daily basis and for that we thank them.”

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PEAQ 2021 satisfaction survey results for Home Instead national office