Satisfaction and engagement at an all time high at Home Instead


Against the backdrop of arguably the toughest year for the social care sector, leading home care provider Home Instead is celebrating its highest ever client advocacy score and world class employee engagement scores.

Each year the home care provider conducts independent surveys, run by Workbuzz, amongst its 17,000 clients, 12,000 caregivers, and key players to monitor performance and measure employee engagement. The 2020 surveys were conducted in December.

The feedback gained from the surveys is used to ensure that the needs of key players, caregivers and clients are being met. Commenting on this, Martin Jones, CEO of Home Instead UK said, “The surveys are vital for us, allowing us to ensure that we are continuing to make a difference to the lives of the people we care for whilst also remaining an employer of choice in the sector.”

97 per cent of clients were ‘very likely’ or ‘likely’ to recommend Home Instead, allowing the company to achieve a client advocacy score of 72 – the highest since they started conducting the annual survey in 2013 and one that is considered as an excellent net promoter score (NPS). Bearing testament to the company’s performance during the pandemic, this score is six points up on the previous year.

Other highlights include 96 per cent of clients agreeing that their caregiver is well matched to their needs and 98 per cent saying that their caregiver kept them safe and well at home during the pandemic.

Home Instead is committed to being an employer of choice in the sector and their efforts are certainly bearing fruit, achieving NPS scores of 95 and 93 for key players and caregivers respectively – both considered world class scores. The caregiver score is a full 15 points above benchmark for national care and home care companies.

96 per cent of caregivers are proud to work for the company, 96 per cent would recommend their services and 91 per cent would recommend it as a great place to work.

Caregivers were asked if they had received enough support during the pandemic and 92 per cent said they had.

Speaking about the results, Martin said, “The team at National Office were humbled to read the reports.

“In a year when it was far from business as usual, we have worked hard to ensure that our franchisees and their teams felt supported and connected. Most importantly, we did everything we could to ensure the safety of our teams and clients.

“We now have a network of 224 offices and I’m delighted that we have been able to continue to deliver our person-centred, high quality care at scale; despite everything that the pandemic has thrown at us.

“Our local teams have done an amazing job, going above and beyond on a daily basis and for that we thank them.”

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