Scottsdale, AZ –Johnson Consulting Group (JCG) announced the recipients of the JCG 2019 Excellence in Customer Service Awards.
The Awards were presented to JCG client funeral homes who achieved the highest Total Value Index Score from family satisfaction surveys mailed to each family they served during 2018. The Total Value Index is a calculation of the sum of the Overall Performance Score, the Net Promoter Score and the price paid for goods and service question. The Overall Performance Score is a calculation of nineteen independent questions that measure results in four areas: 1) Initial Contact with the Funeral Home, 2) The Arranging Director, 3) Facilities and Vehicles, 4) Staff and Services Provided.
The JCG client funeral homes are divided into three categories based on call volume.
On behalf of Johnson Consulting Group, we want to congratulate the following winners:
Category One: 150 Surveys Sent
- Rose Lawn Funeral Home and Cemetery
- Ascension Funeral Home
- Fuqua-Bankston Funeral Home
- Ingold Funeral & Cremation
- Powell Funeral Home
- Garrett-Sykes Funeral Service – Ahoskie Chapel
- Johnson Funeral Home & Cremation Services
- Weigel Funeral Home
- Minton-Chatwell Funeral Directors
- LaFond-Ardoin Funeral Home
- Muehlebach Funeral Home
- Anderson-Peterson-Mahn Funeral Home
- Carey Hand Colonial Funeral Home
- McGuinness Funeral Home – Washington Township
- Roberts-Reed-Culver Funeral Home
Category Two: 151-300 Surveys Sent
- Posey Funeral Directors
- Biggers Funeral Home
- Crapo-Hathaway Funeral Home
- Reardon Simi Valley Funeral Home
- Blessing Funeral Home
- Rushing-Estes-Knowles Mortuary
- Wheeler & Woodlief Funeral Home & Cremation Services
- Kersey Funeral Home
- Heartland Funeral Home
- Benito & Azzaro Pacific Garden Chapel
- Herr Funeral Home & Cremation Services
- International Cremation Services
- Beinhauer Family Funeral Homes
- Sibille Funeral Home
- Keizer Funeral Chapel
Category Three: 300+ Surveys Sent
- Treasure Coast Funeral Home & Crematory
- Whitney & Murphy Funeral Home
- Luyben Dilday Mortuary
- Ott and Lee Funeral Home
- Smith North Little Rock Funeral Home
- Rabenhorst Funeral Homes – Downtown
- Ingram Funeral Home & Crematory
- Menke Funeral & Cremation Center
- Starks & Menchinger Family Funeral Home
- Andrews Mortuary Market Street Chapel
- Michels & Lundquist Funeral Home
- Hansen Mortuaries – Desert Hills
- Twiford Funeral Homes
- Greenwood Funeral Home
- Sunset View Cemetery & Mortuary
The JCG Performance Tracker™ provides funeral home and cemeteries timely, accurate measurements of customer service and sale performance. The software offers comprehensive reporting that shows business owners what they are doing well and identifying the areas that need fine-tuning and improvements.
Johnson Consulting Company started its customer survey program in 2008 and has experienced rapid growth. This large amount of survey data has proven invaluable to providing insight into customer needs and satisfaction. The company attributes its rapid growth based on its ability to offer the program with no contract to sign, a low monthly cost and accessibility to its management professionals for interpretation and usefulness of the reports.
“With social media and more customers going online to share their experience, it’s imperative that funeral homes and cemeteries have a way to understand and track their families’ responses, “Jake Johnson says “It is also imperative to have actionable reports to act on when necessary.”
For more information about the Johnson Consulting Group or the Performance Tracker tool, email info@johnsonconsulting.com or visit us at www.johnsonconsulting.com.