2 Drive occupancy An increase in qualified enquiries (online - - PowerPoint PPT Presentation

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Dec 08, 2022 216 likes •324 views

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

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Clarify Communicate Align 82% staff satisfaction Orientation programme Internal comms framework < 90% resident satisfaction < 30 NPS 494 settlements 97% occupancy Deliver 200 new units

WHAT To be the e best value ues-led customer er centric

erat ator r in NZ by end June e 2015 15:

1. Enhance stakeholder experience through

uplifting MET culture

2. Achieve best practice within the portfolio to
ptimise net operation cash flow
3. Maximise operational ROI in our care

facilities & care services

4. Develop and sell innovative, sustainable &

integrated retirement villages HOW Teamwork Integrity Respect Passion WHY The happiness of people is at the heart of what we do and why we do it. But what’s unique about Metlifecare is that we empower people to find that happiness for

themselves. We provide a supportive

environment where people can choose to be the very best version of themselves.

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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

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“I have seen their new complexes and they are luxurious, they seem to deliver what they advertise.” “Had family member at an Oceania hospital care level. Great people but over worked and limited resources.” “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.” “Only ever known anyone to be there.” “This is the retirement village I am in and am very happy.” “My experience of others' ownership is of very satisfied ownership.”

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KPI FY12 TGT FY12 ACT FY13 TGT FY13 ACT FY14 TGT FY14 ACT FY15 TGT

Occupancy level

93.3% ILU = 94% SA = 88% 95.6% ILU = 97% SA = 89% 97% ILU = 97% SA = 97% 96% ILU = 97% SA = 88% 97%

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 7.26 / apl 4,716 7/apl

Sales conversion

80% 78% 79% 87% 76% 75% 73%

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-

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