Johnson Consulting Group’s Customer Survey and Sales Program, Performance Tracker X, is the complete customer management tool that evaluates staff and financial performance, streamlines success plans, and improves your bottom line. We believe in sharing insight from the data collected through our Performance Tracker X program powered by J3tech. This years report analyzes 650,000+ sales and survey records from funeral homes and cemeteries across North America to uncover what’s shaping customer experience, pricing, and perceived value in today’s market.
Takeaways from the 2026 Trends and Insights Report:
- Perceived value is now the strongest driver of satisfaction and financial performance, overtaking service quality alone as the key differentiator between high‑ and average‑performing funeral homes.
- Pre‑need burial fulfillment delivers the highest customer experience scores, including the strongest NPS and TVI, confirming the long‑term value of advance planning.
- Traditional burial and memorialized cremation continue to outperform simplified offerings, delivering higher satisfaction, stronger perceived value, and greater revenue resilience, even amid pricing pressure.
- Firms using structured incentive compensation plans show higher sales averages and stronger resilience, reinforcing the link between aligned incentives, accountability, and sustained performance.
Download our report below:
JCG’s 2026 Customer Survey and Sales Trends Analysis Full Report
