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    JCG announces winners of the 2016 Excellence in Customer Service Awards

    IN Press Releases On 03-09-2017

    Johnson Consulting Group announces winners of the 2016 Excellence in Customer Service Awards

    Phoenix, AZ – Jake Johnson, President of the Johnson Consulting Group (JCG), the death care industry’s premier Total Solutions Consulting Firm announced its winners of the “JCG 2016 Excellence In Customer Service Awards”.

    The Awards were presented to JCG client funeral homes who achieved the highest Total Value Index Score from family satisfaction surveys mailed to each family they served during 2016. The Total Value Index is a calculation of the sum of the Overall Performance Score, the Net Promoter Score and the price paid for goods and service question. The Overall Performance Score is a calculation of nineteen independent questions that measure results in four areas: 1) Initial Contact with the Funeral Home, 2) The Arranging Director, 3) Facilities and Vehicles, 4) Staff and Services Provided.

    The JCG client funeral homes were divided into three categories based on call volume.

    The winners are:

    Category One:

    • Hoyt Funeral Home & Cremation Service – New Canaan, CT
    • Ascension Funeral Home – Gonzales, LA
    • Baker Funeral Home – Baker, LA
    • Adams & Jennings Funeral Home – Tampa, FL
    • Kersey Funeral Home – Auburndale, FL
    • DeGusipe Funeral Home & Cremation – Ocoee, FL
    • Harper-Talasek Funeral Home – Killen, TX
    • Lagrone Funeral Home – Roswell, NM
    • Skradski Funeral Home – Kansas City, KS
    • George Funeral Home & Cremation Center – Aiken, SC
    • Morrison Funeral Directors – Dumas, TX
    • Grissom-Serenity Funeral Home – Cleveland, TN
    • Bartlett-Chapman Funeral Homes – St. Albans, WV
    • Wilson St. Pierre Funeral Service & Crematory – Pendleton, IN
    • Weigel Funeral Home – Batesville, IN

    Category Two:

    • Crapo-Hathaway Funeral Home, Taunton, MA
    • Phillips Funeral Home – Ironton, OH
    • Smith Benton Funeral Home – Benton, AR
    • McGuinness Funeral Home – Woodbury, NJ
    • Heartland Funeral Home – Early, TX
    • Seawinds Funeral Home & Crematory – Sebastian, TX
    • Weed-Corley-Fish – Lake Tavis, TX
    • Lucas Funeral Home – Keller, TX
    • Brown-Butz-Diedring Funeral Service – Anderson, IN
    • Turcotte-Piper Mortuary – Kingsville, TX
    • Daniels Family Funeral Services – Rio Rancho, NM
    • Forest Lawn Funeral Home – Henderson, NC
    • Coxe & Graziano Funeral Home – Mamaroneck, NY
    • Williams Funeral Home & Crematory – Columbia, TN
    • Weed-Corley-Fish – South – Austin, TX

    Category Three:

    • Whitney & Murphy Funeral Home – Phoenix, AZ
    • Smith North Little Rock – North Little Rock, AR
    • DeGusipe Funeral Home & Cremation – Maitland, FL
    • Rabenhorst Funeral Home – Baton Rouge, LA
    • Andrews Mortuary – Wilmington, NC
    • Twiford Funeral Home – Elizabeth City, NC
    • Michels & Lindquist Funeral Home – New Port Richey, FL
    • Treasure Coast Funeral Home & Crematory – Stuart, FL
    • Menke Funeral Home – Sun City, AZ
    • Lucas Funeral Home – Hurst, TX
    • Custer Christiansen Mortuary – Covina, CA
    • Altmeyer Funeral Home – Virginia Beach, VA
    • Weed-Corley-Fish – North – Austin, TX
    • Starks & Menchinger Family Funeral Home – St. Joseph, MI
    • Luyben-Dilday Mortuary – Long Beach, CA

    Johnson Consulting Company started its customer survey program in 2008 and has experienced rapid growth. In 2016 they surveyed roughly 120,000 families that experienced a death across the USA and Canada. This large amount of survey data has proven invaluable to providing insight into customer needs and satisfaction. It also allows for standards of excellence benchmarking based on call volume, geography, demographics, ethnicity and business type. 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.

    Jake Johnson says “It is imperative to have a means to measure the services a funeral home provides to its families, and to have actionable reports to act on when necessary. Our client funeral homes get that with Performance Tracker™ and more.” The JCG Performance Tracker also has a sales analysis component that when tied to the survey measurement provides an all in tool to help manage your business. “We find more and more of our customers are taking the next step and using the data to implement our incentive compensation program along with these results”…”Combined, these are powerful tools for promoting high levels of customers satisfaction and average sale at client funeral homes” says Jake Johnson.

    To review Johnson Consulting Group’s key findings and insights from its Performance Tracker™ data, or if you would like to learn more about the JCG Performance Tracker™ and how it can help your firm, please contact Samantha Tracey at (480) 556-8500 or stracey@johnsonconsulting.com. You may also visit our website for additional information regarding the Performance Tracker™ at http://www.johnsonconsulting.com/funeral-home-business-services/jcgperformancetracker.


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