Navigating Customer Experience in At-Home Aged and Disability Care: Techniques and the Role of Onboarding

Understanding your customer experience (CX) in the at-home aged and disability care industry is fundamental to delivering high-quality services. Here are three practical techniques to assess your current CX, focusing on the importance of seamless onboarding.

1. Customer Satisfaction Surveys:

These provide vital feedback on your service’s quality of care and staff responsiveness. They can be incorporated into routine visits, ensuring minimal disruption to the care recipient’s day. To implement this:

  • Develop brief, easy-to-understand surveys.
  • Train your staff to administer these surveys during their visits.
  • Analyse the results regularly to identify trends, strengths, and areas for improvement.

2. Observation and Interaction:

Observing interactions between your staff and care recipients and engaging in conversations can provide firsthand insights into the care experience. To implement this:

  • Encourage staff to be observant during visits and note their observations.
  • Facilitate casual discussions between staff and care recipients to gather informal feedback.
  • Review these notes and feedback regularly to better understand the care recipients’ experiences.

3. Feedback Sessions:

Regular feedback sessions with care recipients and their families provide an open platform for discussion and suggestions. To implement this:

  • Schedule regular, structured feedback sessions with care recipients and their families.
  • Ensure these sessions are conducted in a comfortable, non-threatening environment.
  • Act on the feedback received to improve your services.

The Importance of Seamless Onboarding:

Onboarding is the first step in your customer’s journey and sets the tone for their overall experience. A well-planned onboarding process can build trust, alleviate anxieties, and foster long-term loyalty(1).

  • Personalised Care Plan: Create a care plan tailored to each new care recipient’s unique needs, preferences, and goals.
  • Clear Communication: Communicate expectations clearly to the care recipient and their family.
  • Staff Training: Equip your staff with the necessary skills to handle the onboarding process effectively.

Securing Buy-In for These Techniques:

For these techniques to be successful, you need buy-in from your entire organisation. Here’s how:

  • Highlight the Importance: Explain why assessing CX is crucial for improving service quality and satisfaction.
  • Involve Everyone: Make everyone a part of the process, from administering surveys to participating in feedback sessions.
  • Recognise Contributions: Acknowledge your team’s efforts in implementing these techniques and the improvements resulting from their feedback.

In conclusion, assessing your current customer experience can be manageable. With these simple techniques and a focus on seamless onboarding, you can enhance your service delivery in the at-home aged and disability care industry.


  1. Why onboarding is the Most Crucial Part of Your Growth Strategy

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