February 2019

Page A30 FEBRUARY 2019 FUNERAL HOME & CEMETERY NEWS S ec t i on A F AMILY O WNED & O PERATED S INCE 1893 HELPING YOU MAKE ALL THE DIFFERENCE https://shop.dodgeco.com / www.dodgeco.com tel 800 443 6343 / fax 800 443 4034 Average Cremation Sales • The average sale for cre- mations decreased in 2017 from 2016 levels for all case types. • At-need cremations with memorials showed the largest dollar val- ue change, declining by $273 and representing a 6% drop from 2016. Johnson Consulting releases its Performance Tracker Analysis: 2018 Insights and Trends Continued from Page A27 Sales by Product Types • Service fees, casket sales, and outer burial contain- ers remain the highest sources of revenue per case in 2017 despite an average decline in each case. Arrangers* • As seen in previous years, arrangers in smaller firms han- dled about 20% few- er cases per arranger than their mid-sized counterparts and about 40% fewer cases than arrangers in the largest firms. • Smaller firms main- tained a similar case load per arranger as in prior years, but at a lower average sale. • Midsize and larger firms handled fewer cases per arranger in 2017, but without the decline in average sales seen by the smallest firms. • Monument sales re- flect a net increase of 52% ($314) since 2015. • Despite a decrease of only $15 from 2016 to 2017, cas- ket sales are down $183 (8%) overall since 2015. • Cemetery sales and monuments show an average increase in 2017 and continue to contribute a sub- stantial portion to the overall sale. Relationship between Sales and Client Satisfaction Correlation analysis was performed to determine the strength of the relationships between several survey measures including a firm’s overall satisfaction rating, clients’ likeli- hood to recommend, average sale, and the size of the firm. • Unsurprisingly, the more satisfied a client family was with their overall experience, the more likely they were to rec- ommend the firm to others. • When families were prepared with a realistic expectation of Continued on Page A31 costs, there was a stronger correlation between sales and satisfaction levels. • Interestingly, the sale amount was not a sig- nificant factor in wheth- er families would recom- mend the firm to their friends or relatives. • There was no significant difference noted in the relationship between lev- el of satisfaction and sales based on the number of cases a firm arranges: R2 = 0.08 for all call volumes. Digital Directory Now Available Visit www.nomispublications.com Read the Funeral Home & Cemetery News Electronic Version Search the Online Directories CALL 1-800-321-7479 Only $125.00 Inside pocket for used gloves or personal items Inside pocket for used gloves or personal items Reversible design and two-way zippers means NO “right way / wrong way” to place pouch on cot! Pillow sleeve Pillow sleeve or plastics, sheet storage The Most User-Friendly First Call Pouch Ever! 1-800-645-8966 www.kanga-woo.com Designed by a Funeral Director to Make Every Removal Easier