Primrose Retirement Communities Invests in Data-Driven Solutions to Help Improve Resident and Employee Experience

  • Senior living leader with more than 30 locations in 17 states taps Medallia to better understand its complete community experience.

Medallia, Inc., the global leader in customer and employee experience and engagement, announced that Primrose Retirement Communities selected Medallia as the resident and employee experience platform of choice. Medallia will help Primrose address the changing expectations from residents entering senior living, their families, and the demands of employees who care for them.

“We’re proud to partner with them on this journey.”

“Today’s senior living industry is undergoing transformational change. Seniors are healthier, more affluent and looking forward to a longer, more active life. They also have very high expectations about the level of experience they receive,” said Dylan Kessler, Director of Operations at Primrose Retirement Communities. “And with ongoing labor challenges, it’s even harder for communities to keep up with those rising expectations. With Medallia, we can gather feedback from every interaction we have with our residents and employees to help provide a more holistic experience.”

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With Medallia’s ability to seamlessly integrate with other technology, Primrose can leverage a unified platform to capture continual feedback from residents, family members, and employees and combine that with data ingested from other systems. Using AI-driven insights, Primrose will be able to act quickly to improve the experience of their residents.

“We have a huge responsibility to our residents to provide the best place for them to live, a responsibility to their families to ensure they have peace of mind knowing their loved ones are cared for, and a responsibility to our employees to provide the best working environment,” Kessler added. “We can only do that if we’re effectively understanding the experiences of our entire community. Medallia provides a solution to not only capture, but understand the data about the experiences our residents and staff are having every day. Armed with this data, we can make changes to ensure the best possible outcomes for everyone.”

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Beyond software, the Medallia partnership includes a dedicated client services team responsible for strategic consulting to help Primrose adapt the program to meet its needs and drive business results. Clients have access to experts from similar industries like hospitality and healthcare, where Medalllia’s customer-centric approach to collecting, analyzing, and distributing feedback aligns with the experience senior care communities aim to deliver.

“As a leader in the senior care space, Primrose understands they can improve outcomes, differentiate themselves, and grow their business by delivering better resident and employee experiences,” said Toni Land, Head of Healthcare Experience, Medallia. “We’re proud to partner with them on this journey.”

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