Consumer Satisfaction

Nested Applications


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Consumer Satisfaction - Part 1

Consumer satisfaction is important to success in the competitive environment of health and social services. One of our specialty areas is developing and conducting consumer satisfaction surveys for all types of services.

Benjamin Rose Institute on Aging satisfaction surveys measure the experiences of older adults, adults with disabilities, and their family or friend caregivers. Surveys evaluate health care, community and residential services for quality of care, quality of relationships, communication with clients and customer service.

Consumer Satisfaction - Part 2

Examples of types of services evaluated include: Examples of areas of care evaluated include: 
  • Primary health care
  • Behavioral health services
  • Case management services
  • Home health services
  • Adult day programs
  • Independent, assisted living and nursing home facilities
  • Home-delivered meal programs
  • Senior Centers


  • Health information
  • Medications
  • Daily living tasks
  • Emotional support
  • Coping and goal setting
  • Family and caregiver concerns
  • Facility characteristics
  • Social or recreational activities
  • Caregiver support
  • Transportation
  • Maintenance and housekeeping staff
  • Facility Management


Our experience with consumer satisfaction surveys includes translating results into reports and recommendations.

For more information, please fill out the form below. If you would like to speak to a staff member directly, please call (877) 830-1168 or e-mail



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CAHPS Surveys



Justin Johnson

Research Analyst

Justin Johnson is a Research Analyst in the Center for Research and Education at Benjamin Rose Institute on Aging. For the past 18 years,...

Justin Johnson is a Research Analyst in the Center for Research and Education at Benjamin Rose Institute on Aging. For the past 18 years, he has focused on research that improves the lives of older adults and family or friend caregivers. In his current role,  Johnson leads the Consumer Satisfaction initiative, surveying organizations clients to improve their health care and service delivery experiences. Johnson also serves as the Home Health Care CAHPS Administrator and is responsible for supervising all CMS required tasks, such as coordinating with contracting agencies and submitting data on a quarterly basis. 

Since joining Benjamin Rose in 2002, Johnson has presented findings from numerous studies at both local, state and national conferences. Presentation topics have included: the importance of exercise and dementia education for people with dementia and their family care partners, dyadic communication among care partners, care values and preferences of older adults and many other related topics. He has published in professional peer-reviewed journals, such as the Journal of Applied Gerontology and the Journal of Gerontological Social Work, on issues related to individuals with dementia and implementing evidence-based programs.

Johnson received his Bachelor of Arts in Psychology from the University of Akron in 2003.

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