2026 Customer Experience Maturity in Aged Care

Explore how Australian aged care providers are embedding customer experience into everyday service delivery, with findings from interviews with aged care leaders conducted between April and June 2026.

The challenge

Delivering a consistent experience across aged care services can be difficult when staff face administrative demands and frequent change. For residents and families, unclear communication about funding or service arrangements can add confusion at an already difficult time.

The leaders interviewed described growing commitment to person-centred care, alongside gaps in how organisations act on feedback. The report examines these challenges and identifies practical ways providers can strengthen customer experience across their services.

What's inside

• The different customer experience challenges facing multi-service organisations and home care providers.
• Gaps in feedback use, communication and service consistency, including the effects of staff burnout and turnover.
• Practices providers are using to improve complaint handling and identify important moments in the customer journey.
• An assessment of customer experience maturity across alignment, capabilities, process, Voice of the Customer, and technology and data.

Who it's for

Aged care executives and leaders responsible for customer experience, service delivery or quality improvement, including those working across home care and multiple service settings.