February 2017

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Page A29 FEBRUARY 2017 FUNERAL HOME & CEMETERY NEWS S ec t i on A
February Specials
Personal Items Bags
12”x14” or 12”x10”
Available in Blue or Maroon
Original Price:
$12.75/$11.00
Sale Price: $10.85/$9.35
Johnstown Hearse Rental and
Funeral Supply
Serving the funeral industry since 1954
800-452-2249
Vinyl Flag Bags
w/ three-line imprint
Original Price: $7.11
Sale Price: $6.05
Funeral Directors Research,Inc.
AMRA INSTRUMENT, LLC
623 N. Tower (P.O. Box 359)
Centralia, WA 98531
“the shorter the supply line the better off you are”
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Reasons Funeral Home was Chosen
• Survey respondents most commonly chose a funeral home because it previously served their family, although other
reasons are starting to trend up, especially pre-arrangement and convenient location.
Relationship between Sales and Client Satisfaction
Correlation analysis was performed to determine whether relationships existed between the overall satisfac-
tion measures in our survey and total sales for the year.
• Overall, firms with higher satisfaction had higher sales, and vice versa. So, as family satisfaction increased,
sales also increased. The relationship between sales and satisfaction is moderately strong; however, more re-
search is needed to understand what funeral aspects most impact sales.
Trends and Insights
Conclusions
• We know statistically that higher satisfaction translates
into higher sales, so improving satisfaction is a win-
win for families and your firm.
• While cremations are rising, it is unclear if families are
aware of all their cremation service options. Crema-
tions with memorials and traditional cremations have
higher satisfaction (and sales) than direct cremations,
yet direct cremations are the most common cremation
disposition chosen – and are trending up.
• It is important to be transparent with costs using clear
and consistent language in communications – oral,
written, and advertising, so families understand what
they are receiving for the cost and your firm builds
upon its positive reputation.
• When a consumer makes their initial contact with the fu-
neral home, that is the only chance you will have to make
a positive first impression – make sure it is indeed positive.
Analysis and article prepared by: Lynn Lukins and Rose Milto, Fu-
neral Research & Insight. (317) 865-1413
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