Johnson Consulting Group (JCG) recently released Volume 7 of its 2024 Performance Tracker X Trends and Insights Report, which is available as a free download at johnsonconsulting.com.
Performance Tracker X is a customer service management tool that evaluates staff and financial performance by sending surveys to families to gather real-time, accurate feedback so that funeral home owners and operators are able to make data-driven decisions.
Since releasing its first report in 2011, JCG has analyzed more than 284,300 surveys and sales records from more than 1.9 million individual funeral events. This year, the company analyzed 35,175 new survey responses from 2022-23. Key takeaways include:
• 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 during the last
three years.
• Families that learned about the funeral home through social media, TV and/or seminars had noticeably higher Net Promoter Scores than families that first learned about the funeral
home in other ways.
In addition, JCG announced the recipients of its Performance Tracker X Award. This honor is presented to funeral businesses that achieve the highest total value index score from JCG’s Performance Tracker X satisfaction surveys, which were provided to each family served during 2023. The recipients are divided into three categories based on call volume and a minimum return rate of 30%.
Category 1 (150 surveys): 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 (151-300 surveys): 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 • K.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 (300+ surveys): 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.