Listening, learning and shaping what comes next - Balwyn Evergreen's Annual Consumer Survey 2025
- marketing607610
- 5 days ago
- 4 min read
Balwyn Evergreen's Annual Consumer Survey 2025 reflects a highly engaged community that continues to place trust in Balwyn Evergreen and the staff who make it work with passion and enthusiasm.
This year’s results reinforce connection, dignity and belonging, which remain central to what older people value as they age.
With 84 responses, the survey reflects a highly engaged community that continues to place trust in Balwyn Evergreen Centre and the staff who make it work with passion and enthusiasm.
A community that keeps showing up
One of the strongest signals in this year’s survey is consistency. Almost 88 per cent of respondents had visited Balwyn Evergreen in the past week, a notable increase on previous years. Participation ranged from people who have only recently joined, to those who have been attending for more than 20 years.
This level of regular attendance points to not only the growing popularity of the programs, it also speaks to establishing sound routines, comfort and a sense of belonging that keeps people connected week after week.
Balwyn Evergreen CEO Tina Hogarth-Clarke said longevity matters.
“When people continue to show up over many years, it tells us they feel at home here. That sense of familiarity and trust is incredibly important as people move through later life.”
Respect, safety and feeling welcome
The survey results also show that Balwyn Evergreen is delivering strongly on the fundamentals that matter most. More than 92 per cent of respondents said they are always treated with respect, while 94 per cent said they always feel safe and welcome.
“Respect and safety are non-negotiable. When people feel genuinely welcome, they participate more confidently and build stronger social connections.”
Social connection that supports wellbeing
Survey responses for this topic repeatedly returned to the same themes: friendly staff, caring volunteers, supportive instructors and the friendships formed through classes, outings and shared routines.
For many clients, especially those living alone, Balwyn Evergreen provides structure to the week and meaningful social contact.
Survey respondents also described Balwyn Evergreen as a place to make friends, help with loneliness and stay connected.
Health and quality of life were cited by 78 per cent of respondents as the main benefit of participating in activities, reinforcing the link between social connection and wellbeing.
“The social side of what we do is just as important as the activity itself. Our clients come for a class, however, they stay for the relationships.”
Independence supported by practical care
The survey also highlights how important practical support is in maintaining independence. Access to transport, assistance with navigating aged care systems and affordable programs were consistently valued.
Clients spoke about transport services enabling them to continue attending even when driving is no longer possible. Others highlighted support with My Aged Care registrations and digital assistance as critical to staying informed and confident.
This balance between independence and support sits at the heart of the Centre’s role in the community.
According to Tina, the aim is to support people to remain active and independent for as long as possible.
“Sometimes that means stepping in with practical help so people can keep doing the things they enjoy.”
Clear preferences for how people want to hear from us
Communication continues to be a key learning area. While 62 per cent of respondents said they use email daily, more than 55 per cent reported that they never use social media.
Text messages were identified as the most widely used communication tool, with 95 per cent of respondents using SMS and more than half using WhatsApp.
Printed newsletters, verbal announcements and reminders also rated highly, particularly for clients with hearing challenges. The results underline the importance of layered communication, rather than relying on digital channels alone.
“The survey reminds us that how we communicate matters just as much as what we communicate.” Tina said.
Honest feedback about future challenges
Alongside strong satisfaction, respondents provided clear-eyed feedback about the challenges facing Balwyn Evergreen. Funding pressures, rising costs, volunteer availability and the needs of an ageing population were consistently identified as key issues.
Parking, heating in winter, accessibility features such as seating and class times, as well as the affordability of some activities were also raised. These insights provide valuable guidance as Balwyn Evergreen plans head.
“We value this honesty. Our clients share these insights because they want the centre to remain sustainable and accessible into the future.” Tina added.
A shared vision of success
When asked what a successful Balwyn Evergreen looks like, respondents described a well-funded, inclusive and welcoming centre, with professional service delivery and strong attendance. They seek services that evolve with changing needs, while preserving the warmth, care and familiarity that define Balwyn Evergreen today.
Tina says, “People want choice, respect and connection. Our responsibility is to keep listening and responding thoughtfully.”
The 2025 Annual Consumer Survey shows what is possible when services are shaped by the voices of the people who use them. Balwyn Evergreen Centre continues in creating a place where people feel known, valued and supported as they move through later life.
