Johnson Consulting Group has officially released its Volume 7 2024 Performance Tracker X Trends and Insights Report, Powered by J3Tech Solutions.
Performance Tracker X is the complete customer service management tool that evaluates staff and financial performance by sending out surveys to families to get real-time, accurate feedback, so funeral home owners and operators can make data-driven decisions.
Each year, JCG analyzes every survey that goes through its system to determine what today’s families need and where the profession is headed. Since the first report was released in 2011, JCG has analyzed 284,315 surveys and over a million sales records from 1,909,741 individual funeral events. This year, the company analyzed 35,175 new survey responses from 2022-2023.
Some key takeaways from their recent findings include:
- Large cities had the highest NPS scores, with populations of 100,000 to 500,000 people. These cities often have more amenities and services than smaller towns.
- Funeral businesses using incentive compensation plans demonstrated higher sales averages for burial and cremation.
- The lowest levels of satisfaction occurred for immediate at-need burials.
- Price has become more important to immediate burial families and less important to traditional and graveside burial families over the last three years.
- Families that learned about the funeral home through social media, TV and seminars had noticeably higher Net Promoter Scores than families that first learned about the funeral home in other ways.
The report is available to download for FREE.
“It has been said that if you take care of the families, they will take care of you! To this end, it’s a privilege to annually present this critical report to our profession,” said Jake Johnson, chief executive officer of Johnson Consulting Group and J3Tech Solutions (pictured at top). “The customer experience remains central to every facet of funeral service, and this report offers invaluable insights for owners and operators, providing a comprehensive understanding of the evolving priorities of today’s families.”
The Performance Tracker X Awards were presented to funeral businesses who achieved the highest total value index score from JCG’s Performance Tracker X satisfaction surveys provided to each family they served during 2023.
The total value index is a calculation of the sum of the overall performance score, the net promoter score and the perceived value of the price paid for goods and service questions. The overall performance score is a calculation of eighteen independent questions that measure results in four areas:
1) Initial contact with the funeral home.
2) The arranging director.
3) Staff and services provided.
4) Facilities and vehicles.
The winners are divided into three categories based on call volume and minimum return rate of 30%. The categories are up to 150 surveys sent (Category 1), 151-300 surveys sent (Category 2), 300 or more surveys sent (Category 3).
The awards are given out annually and are decided by Johnson Consulting Group’s internal Performance Tracker X team. Recipients were informed on March 28, 2024, that they had won this prestigious honor.
On behalf of Johnson Consulting Group, we want to congratulate the following winners:
Category 1
- Darling Mouser Funeral Home
- Johnson Funeral Home – Jacksonville
- Fairhaven Funeral Home
- Care Funeral & Cremation Specialists – St. Clairsville Chapel
- Baker Funeral Home
- Altmeyer Funeral Home – Elm Grove Chapel
- Strickland Funeral Home
- Fry & Prickett Funeral Home
- Hall Funeral Home Boothbay
- International Cremation Services, Inc.
- Opatovsky Funeral Home – Dempster Chapel
- Riemann Family Funeral Home – Biloxi
- Goetz Funeral Home
- Hansons’ Arbor Funeral & Cremation Centre – West Kelowna
- Coastal Cremations and Funeral Care – Jacksonville
Category 2
- J Verne Wood Funeral Home
- Hathaway Community Home for Funerals
- Wilson Funeral Home
- Pellerin Funeral Homes – New Iberia
- Posey Funeral Directors
- Hall Funeral Home Waldoboro
- Lohman Funeral Home Ormond
- E. Pike Funeral Home
- Park Lawn Northland Chapel
- Pugh Funeral Home – Asheboro
- Mountain View Cremation & Funeral Care
- Altmeyer Funeral Home – Chesapeake Chapel
- Coastal Cremations – Carolina Shores
- Busch Funeral Home – Avon Lake
- Thomas McAfee Funeral Home – Southeast Chapel
Category 3
- Heartland Funeral Home – Early
- Cremation Society of Virginia – Southside Chapel
- Whitney & Murphy Funeral Home
- Menke Funeral & Cremation Center
- Whitney & Murphy Bueler Mortuary
- Mundell Funeral Home
- Midstate Cremation & Funeral Service
- Hansen Mortuary Chapel
- Hansen Desert Hills Mortuary & Cemetery
- Cremation Society of Virginia – Peninsula Chapel
- Lucas Funeral Home – Keller
- Triad Cremation & Funeral Service
- Thomas McAfee Funeral Homes & Cremation Center – Downtown Chapel
- Simply Cremation
- Wiley Funeral Home
The report is available to download for FREE. If you have any questions, reach out to info@johnsonconsulting.com.
About Johnson Consulting Group and Performance Tracker X:
The JCG Performance Tracker X provides funeral homes, cemeteries, and cremation operations with timely, accurate measurements of customer service and sales performance. Through sending out surveys that allow for direct family feedback, the software offers comprehensive reporting that shows business owners what they are doing well and identifying the areas that need fine-tuning and improvements to increase enterprise value and profitability.
Johnson Consulting Group started its customer survey program in 2008 and has experienced rapid growth. This large amount of survey data has proven invaluable for providing insight into customer needs and satisfaction. The company attributes its rapid growth based on its ability to offer the program with no contract to sign, a low monthly cost and accessibility to its management professionals for interpretation and usefulness of the reports.
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