February 2019

Page A21 FEBRUARY 2019 FUNERAL HOME & CEMETERY NEWS S ec t i on A 740-877-0967 www.glassremembrance.com sales@glassremembrance.com Introducing the new Hurricane Candle Holder & Photo Wreaths by Glass Remembrance. Both contain a small portion of the cremated remains blown into the glass. Continued from Page A13 Johnson Consulting releases its Performance Tracker Analysis: 2018 Insights and Trends • According to survey ratings, most respondents are still very likely to recommend their funeral home. • Professionalism, compassion, and attention to detail seem to result in positive responses. • A lack of professionalism, including rudeness, errors, and disorganization, as well as unexpected costs and confusion regarding timing and execution led to nega- tive responses. Net Promoter Score Facilities and Vehicles • Satisfaction with vehicles’ appearance, cleanliness, and condition was rated high- est, and the convenience and comfort of the facilities received the lowest scores. Staff and Services • Families were most satisfied with the staff’s friendly and accommodating manner, followed by the actual service or ceremony. Least Satisfaction • The least satisfaction was reported with initial phone conversations or the wel- come on first arrival, which were the lowest rated among all attributes. • The lowest rated attribute was the fu- neral director’s focus on the details. Many respondents commented about the attention to details for both posi- tive and negative experiences, empha- sizing its significant contribution to the overall experience. • Those least satisfied with facilities typi- cally cited the outdated appearance of facilities in need of updates. • The appearance of the staff and/or ap- pearance of their loved one contributed to the lowest ratings. Likelihood to Recommend • The Net Promoter Score (NPS) is a loyalty metric based on customers’ likelihood to rec- ommend a product or service. Customers respond on a 0-10 point rating scale and the NPS is calculated by subtracting the percentage of Detractors (rat- ings 0-6) from the percentage of Promoters (ratings 9-10). Continued on Page A24