February 2019

Page A13 FEBRUARY 2019 FUNERAL HOME & CEMETERY NEWS S ec t i on A Mike Stratton (left) and Kevin Karsteter (right) of Stratton-Karsteter Funeral Home, Versailles, IN taking delivery of their new Lincoln MKT Federal Hearse, purchased from John Muster (center) of Muster Coaches in Calhoun, KY. Stratton-Karsteter funeral home Muster Coaches 1-800-274-3619 Calhoun, KY Johnson Consulting releases its Performance Tracker Analysis: 2018 Insights and Trends • Families report being very satisfied with their funeral experiences as overall satisfac- tion scores consistently average over 900, approaching the ‘superior’ rating, with 96% rating their experience as “Superior” or “Above Average”. Continued from Page A12 Satisfaction by Case Type • The highest overall satisfaction rating across all case types continued to be from families choosing an at-need cre- mation with memorial. Traditional at- need burials remained as a close second. • Families choosing immediate at-need burials, direct at-need or pre-need cre- mations were consistently among the least satisfied in all three years. • Consumers reported the lowest satis- faction in 2017 with: 1. Pre-need Cremations 2. Immediate at-need Burials 3. Direct at-need Cremations Satisfaction with Specific Aspects of Funeral Experience Overall • When scores* for each functional area were aggregated, improvements seen from 2015 to 2016 were maintained with very comparable reports in all areas in 2017. • Among the individual attributes, the highest satisfaction ratings were again associated with Staff and Services while experiences during the Initial Contact received the lowest ratings. • A high level of professionalism, accompanied by compassion, courtesy, respect and caring were the features contributing to the highest ratings. • Conversely, a lack of professionalism, attention to detail (including errors in names and dates), confusion over services, costs and fees, and a focus on sales and contracts were common complaints among those with poor ratings. Initial Contact • Consumers were most satisfied during their initial funeral home contact with the genu- ine care and concern ex- pressed. Arranging Funeral Director • Consumers continue to rate their arranging fu- neral director highly across all attributes mea- sured. Funeral directors earned the highest ratings on effectiveness in listen- ing and answering ques- tions and being attentive to families’ needs. Continued on Page A21 www.messengerstationery.com Promo Code: 9034 • Quick turnaround • Same day shipping available • Convenient online ordering Let us design, print and ship in time for the service. Service Signature A part of the Create the for your families through Add personalization to the book cover to create a timeless treasure. ON FREEDOM’S WING SIGNATURE REGISTER BOOK (8.25’’ x 11.5’’ closed) FULL NAME AND DATES PRINTED ONTO COVER ORNATE SIGNATURE REGISTER BOOK (8.25'' x 11.5'' closed) FULL NAME PRINTED ONTO COVER WITH PHOTO INSERT