JT. Your take on this is substantiated only by your own experience or from what you have heard anecdotally. No one reports satisfaction these days unless a system is in place to do so. How many complaints would you expect to hear with over 10,000 residence and their multitude of relatives?
Ryman have a system in place.
Every village encourages the relatives of those living there to conduct a survey. Here's a few links to random villages:
http://www.rymanhealthcare.co.nz/ima...March_2016.pdf
http://www.rymanhealthcare.co.nz/ima...March_2016.pdf
You can find the results of every open village - some of the villages (i.e. Tropicana) are not open yet - by going here:
http://www.rymanhealthcare.co.nz/villages
Then clicking on the village of your choice and then clicking "Relative's Satisfaction Survey" around the bottom left of the page. Hard evidence - warts and all.