82% staff satisfaction Clarify 494 settlements < 90% resident Orientation satisfaction Communicate programme 97% occupancy < 30 NPS Align Internal comms Deliver 200 new units framework WHAT To be the e best value ues-led customer er centric WHY oper erat ator r in NZ by end June e 2015 15: HOW The happiness of people is at the heart of 1. Enhance stakeholder experience through what we do and why we do it. But what’s uplifting MET culture Teamwork Integrity unique about Metlifecare is that we 2. Achieve best practice within the portfolio to empower people to find that happiness for optimise net operation cash flow themselves. We provide a supportive Respect Passion 3. Maximise operational ROI in our care environment where people can choose to facilities & care services be the very best version of themselves. 4. Develop and sell innovative, sustainable & integrated retirement villages 2
Drive occupancy • An increase in qualified enquiries (online space) – Improved SA occupancy – Strengthen our brand • Jude Dobson relationship – New website – Trusted Brands – Clear Metlifecare story / linking visual elements (hearts) to our story – New development stock sell-down • ORC – GNG – POY – COS – CWD – AVE – SOM – Enhance staff experience of Metlifecare • Refreshed Orientation programme – Establish internal comms framework – Support Office move – Improved Village Green (look & feel, infographics KPI dashboard, news/sharing section) – First Values report available in Aug14 – 3
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“I have seen their new complexes and they are luxurious, they seem to deliver what they advertise.” “What I have seen of them makes me feel comfortable about sending family into their care.” “I’m not sure if it is the same group as Radius Pharmacies, but because of the name I would associate it to be more trusting.” “My experience of others' ownership is of very satisfied ownership.” “Only ever known anyone to be there.” “Had family member at an Oceania hospital care level. Great people but over worked and limited resources.” “This is the retirement village I am in and am very happy.”
• To be the best values-led customer centric operator in NZ by end June 2015 that is true to its brand. • Deliver effective (high quantity / quality of leads) and efficient (low cost per lead) marketing activity to achieve pre- sales, sales & resales settlement targets KPI FY12 FY12 FY13 FY13 FY14 FY14 FY15 TGT ACT TGT ACT TGT ACT TGT Occupancy 93.3% 95.6% 97% 96% 97% level ILU = 94% ILU = 97% ILU = 97% ILU = 97% SA = 88% SA = 89% SA = 97% SA = 88% Settlements 340 330 524 537 450 460 494 Applications 425 425 663 619 595 613 674 Leads (MKTG) 3,032 2,610 4,105 4,720 4,016 4,452 4,716 7.26 / apl 7/apl Sales 80% 78% 79% 87% 76% 75% 73% conversion
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