Metlifecare, established in 1984 is one of New Zealand’s largest retirement village providers. They currently own and operate 37 retirement villages throughout the North Island of New Zealand.
Positive experiences directly impacts the emotional and physical well-being of residents who live in Metlifecare’s villages. From seamless onboarding and responsive staff to a vibrant social calendar and personalised care, every touchpoint contributes to a sense of belonging, purpose, and satisfaction. This, in turn, translates to improved health outcomes and a higher quality of life for residents.
To fulfill their commitment to providing extraordinary living experiences they needed a platform to collate and analyse the feedback and data Metlifecare collected from their customers. Zandra Vetter, Marketing Projects & Customer Insights Leader at Metlifecare, comments, “We have selected InMoment to undertake a range of customer feedback work for Metlifecare and will be using their centralised platform to collate and analyse the data. We are focused on delivering extraordinary living experiences for our residents and this type of data will assist us to do that.”
The goal of the new program is to unlock the insights available to better understand Metlifecare’s customers and discover experience improvement opportunities. On winning the work from Metlifecare David Blakers, InMoment’s Managing Director of APAC, commentss, “In today’s competitive landscape, where complex customer journeys and diverse signals are the new normal, an integrated CX approach is essential, and InMoment is uniquely positioned to provide that. We are thrilled to be able to provide our services to the Metlifecare team as they embark on the next chapter of their CX transformation.”