You don't care enough about your customer's concerns. Seniors lives are on the line ,so lets care. If they speak of their concerns hear them, don't just think it's about the bottom line which means, don't just see how many people you can sign up and when you phone to speak with them about their experience with your company you don't hear them. Listening is part of retention. I know your company is fairly new, 5 years but that is enough time to learn how to retain your revenue.
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