Summerset named a Customer Champion

Summerset is proud to have been named a Customer Champion by the Australian Financial Review.

The Australian Financial Review's Customer Champion Awards recognise organisations that demonstrate exceptional commitment to customer experience, innovation, and impact.

Businesses were judged on three categories: creating value for customers, creating value for shareholders/owners and approach to doing business.

The Customer Champions Awards were open to Australasian companies and we focused on telling the story of how we have spent many years building our customer proposition in New Zealand and we’re now bringing the best of what we do and adapting it for elderly Australians.

What makes us a Customer Champion?

Summerset’s customer promise is to bring peace of mind to our residents' retirement - we want to provide a comfortable home in a vibrant, connected community with activities and services tailored to residents' needs, delivered by a friendly, dedicated and caring team who feel like family. At our villages this promise looks like purpose-built warm homes, high quality care, interesting events, nutritious and delicious food, great landscaping and much more.

In our 25+ years of developing, building and operating retirement villages we have worked hard to ensure we listen to our residents, and future residents, about what matters to them and how we can provide them with a meaningful retirement offering.

What makes us different?

Our entry talked to the many things we do for our residents and potential residents. Our customer model is very different to most other businesses – our customers don’t just buy from us, they live with us.

To ensure we provide an experience that meets the current and future residents’ needs we ask for their feedback regularly – formally through our satisfaction surveys, focus groups and village forums, and informally in the interactions our village teams have with their residents every day.

We also constantly speak to our customers who may be looking for a retirement village to live in later in life.

Our customers’ feedback informs everything, from the style and design of our homes to new programmes and experiences we provide for residents to enjoy, to new amenities like dog washes, pickleball courts and contemporary care facilities.

We’re proud to be recognised by another organisation as a customer champion and we’ll keep pushing ourselves to improve and grow our customer offering.