Gain complete clarity over your business
Performance Tracker is the complete customer experience management tool that evaluates staff and financial performance, streamlines success plans, and improves your bottom line.
An Indispensible Tool
Our industry-leading Performance Tracker empowers you to run a more profitable business while helping you provide a better experience to your customers. Choose from any the following survey options:
- Funeral Home At-need
- Funeral Home Pre-need
- Low Cost Cremation Business
- Cemetery At-need
- Cemetery Pre-need
JCG Performance Tracker offers real-time contract and survey reports that pinpoint areas of strength and weakness while assessing your company’s sales efforts, customer satisfaction and overall performance.
Filter by date range, company, location, region, arranger, and case type. With this level of visibility, you’ll know exactly where your company stands with regard to performance, customer satisfaction, and sales.
The industry’s case mix is shifting and average sales are changing. This means you need stay ahead of the curve by continually anticipating customer needs and understanding the trajectory of your business.
Be able to reward your team for the outstanding customer service they provide. Gain key insights, and know how your families feel about the level of service and overall experience your business provides.
Step 1: Assess Your Customers’ Experience
Get more out of your surveys and evaluate your business from every angle. We measure your performance based on the customer experience.
Step 2: Evaluate Your Team’s Sales Performance
We gather your data, assess your contracts, and compare your call volume to other firms of your size. We also evaluate your average sale per case type by company, region, location, and arranger.
Step 3: Take Action Based on Customer Feedback
Once the data is collected, you’ll be notified immediately of an interaction, so you can take action.
Step 4: Remain Aware and Engaged
Monitor customer sentiments shared on social channels and engage accordingly, so you can better manage your online reputation.
Meet our Performance Tracker team
A word from our clients
Thank you for constructing a solid survey format that gives us true customer feedback. We use our survey data to evaluate and upgrade all of our team, but especially our administrative staff. The direct feedback from families along with the format you use gives us the ability to provide objective feedback during our performance appraisals and coaching. It is hard to argue with “what the family said”! Keep up the great work of pushing the profession to higher levels.
– Jay Dodds
Let’s start the conversation
With a clear understanding of where the profession has been, and a compelling vision of where it’s going, we help our clients reach new levels of success. Let's talk about how we can do the same for you.
Performance Tracker Administrator
After Chad graduated from Arizona State University in 2006 with a Bachelor of Science Degree, he went on to earn his Master’s degree in Business Administration in 2009. He joins the Johnson Consulting Group team with an extensive and diverse background in client service development and management of procedural operations in the education industry. He has spent time in both the business of golf and the healthcare field, completing comprehensive financial analysis with an emphasis on cost saving initiatives while helping to achieve maximum efficiency and departmental productivity. As the Performance Tracker Administrator with Johnson Consulting Group, Chad is responsible for the maintenance of our survey program and the client relationships for our Performance Tracker clientele. When Chad is not working, he enjoys playing golf, going to the gym, in addition to barbecuing with friends and family.
Director of Technology
Lori joined Johnson Consulting Group in 2017, bringing experience in cemetery, funeral home, and pre-need sales management. Along with sales and operations management, Lori directed the development of two propriety cemetery and funeral home enterprise software systems. Lori began her career in 2001 as a Family Service Counselor for the Catholic Cemeteries in San Jose; became sales and marketing manager, and eventually rose to Associate Director of their three cemeteries. In 2010, Lori furthered her career as GM at Holy Sepulchre Cemetery and Holy Angels Funeral and Cremation Center in Hayward, CA, where she also joined the Catholic Management Services leadership team. As Director of Administration and IT, Lori brought management expertise and software solutions to cemetery and funeral home clients. In 2015, Lori joined PlotBox as VP of Sales. Lori contributed to the development of a SaaS cemetery software program and was principally responsible for introducing it to the US market. At JCG, she continues to define and develop tech solutions for funeral home and cemetery clients. She is Chair of the ICCFA Membership Committee. She also serves on the ICCFA Sales and Marketing Committee, Catholic Cemetery Conference Marketing and Membership Committee, and the New York State Association of Cemeteries Publications Committee. Lori balances her passion for helping clients prepare for the future with raising her three children, Catalina, JJ, and Lyla. She spends a lot of weekends at dance competitions and baseball tournaments.
Business Operations Specialist – Technology
Annette comes to Johnson Consulting Group with over 10 years of experience as an Administrative Assistant with other firms including a law firm in New Mexico, property management companies and at Univision. She has experience in Accounts Receivable and Payable and Customer Support. Her role at Johnson Consulting Group as a bi-lingual Administrative Assistant is invaluable to her co-workers and management on many projects. Annette is currently furthering her education at San Juan Community College.
Lee Ann Chesney
Survey & Data Entry Specialist
Lee Ann has 35+ years working as an administrative/office manager for different companies through the years. She came to Johnson Consulting 4 years ago as a Survey/Data Entry specialist, and has continued to learn and grow within the company in the area of varying Performance Tracker and FDMS functions. At home, Lee Ann enjoys spending time with her husband riding motorcycles, golfing, and exploring new areas of Arizona.
Derek brings an efficiency-focused mindset to Johnson Consulting Group. As a Data Analyst, he’s continually looking for patterns and trends, chasing down methods to make processes easier with creative and innovative solutions. Derek uses over a decade of combined Technical and Support experience to create user-friendly interactions of both technology and people. When he’s not using his Excel-Wizard skills for work, you might find him writing guitar and piano music, working out at the gym or researching programming technology.
Survey & Data Entry Specialist
Tammy brings the utmost care, compassion and confidentiality being a data entry specialist for Johnson Consulting Group. She has had experience in small-family businesses since the age of 16 when she started helping with administrative duties in her parent’s factory and has continued in her current family business, a martial arts studio, she owns with her husband of 27 years. She is a mom of an 18 and 13-year-old, 2 dogs, a bearded dragon and a Russian turtle. In her spare time she is a dance mom to her daughter and is either watching her practice at the the dance studio or volunteering to help in dance productions.
Ciarra is a native of Mesa, Arizona but had the opportunity to explore the Midwest by attending Xavier University in Cincinnati, OH. While at XU, she received her Bachelor’s Degree in Sport Management with a minor in Communications. Upon graduating she interned with the Cincinnati Reds and eventually made her way back to the desert by working full time with the Arizona Diamondbacks in the Inside Sales department. Ciarra brings a wealth of sales, management and coordination skills to the company and prides herself on being of service to each department in the company to make her coworkers day as smooth as possible. When she is not working, you can find Ciarra in a yoga class, walking her dog Ty or at a local restaurant trying out new eats like the foodie she is.
Business Operations Manager
Whitney is passionate about positioning teams for growing together and organizations for scalability. At Johnson Consulting Group, she works to create processes and cultivate relationships that promote culture and operational efficiency. Whitney brings to JCG a Bachelor’s in Psychology from Grand Canyon University along with varied experience working with executives from engineering to technology companies. As Project Manager, she is a support to all departments to empower the JCG team to continue being what we are – excellent at serving our Customers. In her free time, Whitney enjoys traveling, arranging flowers, spending time outdoors and discovering local restaurants with friends and family.