How to Participate

Let your potential customers and referral sources know just how much you care about your patients/residents by receiving a Customer Experience Award™. To receive this prestigious award, your location must be in the 85th percentile or higher for a specific category within your care type.

Skilled Nursing Facility

  • Overall Satisfaction
  • Nursing Care
  • Dining Service
  • Quality of Food
  • Cleanliness
  • Individual Needs
  • Laundry Service
  • Communication from Facility
  • Response to Problems
  • Treatment/Dignity
  • Recommend Facility to Others
  • Recreational Activities
  • Professional Therapy Services
  • Admission Process
  • Overall Safety
  • Overall Customer Experience

Rehabilitation Providers

  • Overall Satisfaction
  • Understood Procedures
  • Dignity and Respect
  • Response to Concerns
  • Involvement/Goals
  • Pace of Progress
  • Results Achieved
  • Atmosphere/Therapy Area
  • Equipment Quality
  • Knowledge/Skills of Therapists
  • Recommend to Others
  • Overall Customer Experience

Assisted/Independent Living Communities

  • Overall Satisfaction
  • Personal Care
  • Variety of Food/Menu Choices
  • Quality of Food
  • Dining Room Service
  • Cleanliness
  • Response to Problems
  • Dignity and Respect
  • Communication
  • Activities
  • Move-in Process
  • Transportation Needs
  • Security and Safety
  • Recommend to Others
  • Overall Customer Experience

Home Health Agencies

  • Care of Patients
  • Communication
  • Specific Care Issues
  • Caring Staff
  • Recommend Agency to Others

Hospice Agencies

  • Overall Satisfaction
  • Knowledge of Staff
  • Staff Accessibility
  • Promptness/Timeliness of Visits
  • Health Care Needs Met
  • Communication from Agency
  • Family Needs Met
  • Pain/Symptom Management
  • Response to Problems
  • Licensed Nurse Services
  • Aide Services
  • Volunteer Services
  • Social Work/Community Service
  • Chaplain Services
  • Recommend Agency to Others
  • Overall Customer Experience

Intermediate Care Facilities for Developmentally Disabled (ICF/DD)

  • Overall Satisfaction
  • Personal Care
  • Dining Service
  • Quality of Food
  • Cleanliness
  • Telephone Service
  • Laundry Service
  • Communication
  • Response to Problems
  • Treatment/Dignity
  • Recommend to Others
  • Meeting Goals
  • Professional Therapy Services
  • Overall Customer Experience

How to Participate

All Pinnacle customers are automatically enrolled in the program once they have been on service for one quarter.

To qualify for our industry-standard awards, you must achieve a cumulative Best in Class customer satisfaction rating across a calendar year.

Our Assessment

Using the monthly reports for the calendar year, we assess how your company scored compared to our consumer sample of more than 100,000 individuals from the survey year.

Award Notification

In January of the following year, we assess all our clients’ scores and determine who has achieved a Customer Experience Best-In-Class Award. We will send you a year-end report that same month, indicating any areas where you qualified for an award. We will then make an official announcement to let everyone know the previous year’s winners.

More Details

Let us know if you have any questions or are interested in becoming a Pinnacle client by calling us at (877) 791-3211 or sending us an email.