As January came to a close, we looked into the current trends shaping the satisfaction levels within funeral home and cemetery businesses for 2024. Leveraging the power of Performance Tracker X, our groundbreaking customer experience management tool, we’ve sent out over 13,000 surveys to collect insights into how our clients are perceived by the families they have served throughout the first month of the 2024 year.


Understanding Performance Tracker X

Performance Tracker X is more than just a tool; it’s a comprehensive solution designed to evaluate staff and financial performance, streamline success plans, and significantly enhance your bottom line. Through Performance Tracker X, we categorize survey respondents into three groups – promoters, passives and detractors – helping funeral home businesses decipher their strengths and areas for improvement. The method of scoring is based on Net Promoter Scores (NPS), which tells us how likely the survey respondent is to recommend the business to others. 

NPS graphic

2024 Trends Analysis

Here’s what we’re seeing so far in 2024…


What Made a Person a Promoter: 

Exceptional Customer Care: Customers praise the outstanding level of care received, highlighting moments where staff went above and beyond to ensure their needs were met.

Unparalleled Customer Experience: Positive testimonials emphasize the overall experience, showcasing instances where families felt supported, understood, and valued.

Personalized Attention: Families express gratitude for feeling like the most important individuals during the entire process, recognizing the genuine and personalized care received.

Natural Appearance of the Decedent: Positive feedback centers around the satisfaction with the natural and dignified appearance of the deceased, contributing to a meaningful farewell.

Flexible and Compassionate Arrangements: Commendations for funeral homes going the extra mile, whether it be traveling to meet families or accommodating unique requests during the arrangement phase.

Compassionate and Accommodating Service: Families appreciate the compassionate approach and accommodating nature of the funeral home staff, especially during emotionally challenging times.

Exemplary Professionalism: Recognition for the high level of professionalism exhibited by the staff, creating an atmosphere of trust and reliability.

Prompt and Attentive Responses: Positive experiences include prompt and attentive communication, ensuring families receive timely and accurate information when needed.

Meticulous Attention to Detail: Customers highlight the meticulous attention to detail, from the arrangement process to the execution of the services, contributing to a seamless experience.

Going Above and Beyond with Compassion: Instances of staff exceeding expectations by providing additional support and comfort, demonstrating a commitment to compassionate care.

Demonstrated Patience: Positive reviews acknowledge the patience displayed by staff, especially in answering questions and addressing concerns with empathy.

Simplified Management in Difficult Times: Families express gratitude for funeral homes that simplify the often complex management process, offering support and clarity during emotionally challenging periods.


What Made a Person a Detractor:

Concerns about company partnerships: Some customers express dissatisfaction with the process of engaging one company only to have their loved ones transferred elsewhere for specific services.

Delayed paperwork: Complaints about the slow processing of essential documents, including death certificates, causing distress to grieving families.

Extended cremation timelines: Frustration over prolonged waiting periods for cremation services, contrasting with the quick turnaround experienced with other providers.

Inadequate communication and transparency: Dissatisfaction with poor communication, rude behavior and unexpected charges. 

Unpleasant interactions during arrangements: Unfriendly staff, lack of knowledge, and perceived rude behavior during funeral arrangements, leading to negative customer experiences.


Key Takeaways:

We are seeing that the Performance Tracker X detailed results clearly show a quicker path to success in:

  • Business coaching and guidance 
  • Targeted leadership training 
  • Individuals needing additional support 
  • Customizable Incentive Compensation Plans 
  • Average sale enhancement 
  • Consistent service delivery 
  • Lead generation
  • Online reviews 

For a copy of our annual detailed Trends and Insights Report including 264,000 survey results Click Here!