Takeaways from the 2025 Trends and Insights Report:

• Survey response results: 9.5% of completed surveys generate actionable leads, with an average response rate of 36.7%.
• ICPs increase revenue and satisfaction: JCG-administered ICPs boost revenue and customer satisfaction, with higher satisfaction scores for both burials and cremations despite higher average sales.
• Cremation is gaining ground: All cremation case types have higher customer satisfaction scores than any burial case types, indicating a shift in family preferences.
• Low NPS for pre-planning: Pre-planned funeral arrangements have the lowest NPS score compared to other reasons for choosing a funeral home.

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2025 JCG PerformanceTracker X Trends Analysis Full Report 

The post 2025 JCG Performance Tracker X Trends and Insights Report Volume 8 Now Available. appeared first on Johnson Consulting Group.

1.The Service…Start with Self-Reflection

Before seeking external feedback, begin by assessing your current service delivery. This requires vulnerability—being open to recognizing shortcomings and embracing opportunities for growth. Evaluate your processes, interactions, and touchpoints. Where could improvements be made? Honest reflection sets the stage for meaningful progress.

2.Gather Client Feedback

Once you’ve acknowledged areas for improvement, the next step is to collect insights directly from your customers. Customer satisfaction surveys are an excellent tool for this purpose. These can be distributed digitally (email), via text, or through traditional mail (paper).

Focus on these key areas:

• First Point of Contact: Often the lowest-rated section in surveys. Ask how the family’s initial interaction with your business felt and identify gaps.
• Arrangement Process: Gather feedback on the ease and efficiency of the arrangement process.  How did the arranger listen and provide the options?
• Facilities and Appearance: Evaluate impressions of your facilities, vehicles, and surroundings.  Have you provided a comfortable and quality environment for the customer.
• Service Experience: For those who utilized your service, dig deeper into their experience.

Further questions should include perceptions of the overall value, how customers discovered you, their willingness to leave online reviews, and suggestions for additional services (lead generation).

3.Act on Feedback Quickly…Real Time Data

In the movie, “The Godfather”, bad news was expected to be delivered promptly! Similarly, receiving real-time data allows you to address issues immediately rather than letting them go unchecked.  Johnson Consulting’s Performance Tracker System allows you to leverage the latest technology, providing a rapid response to customer concerns.

4.Analyze the Data

Collecting feedback is only valuable if you analyze it effectively. Use robust reporting platforms to:

• Filter data by time frame, location, or region.
• Identify trends and actionable insights.
• Generate reports in real time for prompt decision-making.

5.Deploy Actionable Improvements

With insights in hand, it’s time to implement changes. Review the data with your management team and assign tasks for execution. Ask:

• What improvements can we make?
• Who will be responsible for these changes?
• What is the timeline for implementation?

Accountability and clear timelines ensure that your efforts translate into measurable results.

6.Invest in CX Performance Improvement

Customer experience (CX) isn’t a one-time fix; it requires ongoing commitment. Consider hosting Johnson Consulting’s CX performance improvement workshops to bolster your service culture. John DiJulius’s book “The Customer Service Revolution” is an excellent resource for understanding how to create a customer-first approach.

7.Generate Leads Through Exceptional Service

Satisfied customers naturally become ambassadors for your business. By prioritizing CX and deploying actionable improvements, you create raving fans who are eager to share their experiences. Encourage them to leave online reviews and share testimonials. This not only generates leads but also strengthens your reputation.

Conclusion

Customer service excellence is a continuous cycle. Start with honest self-assessment, gather and act on client feedback, analyze data, and implement changes. Invest in your team’s growth through CX workshops, and reap the rewards of lead generation from loyal, satisfied customers. Then, begin the process again to ensure ongoing improvement.

By following these steps, you’ll not only elevate your service standards but also foster a culture of excellence that drives lasting success.

The post The Ultimate Guide to Elevating Customer Service Through The Feedback and Growth Cycle appeared first on Johnson Consulting Group.

Encouraging adoption by rewarding wins with some of the ideas below can get you moving in the right direction.

Incentive Compensation Plans

An incentive compensation plan (ICP) is a form of variable compensation for your team members. A common practice is to tie the program to targeted sales, customers’ experiences, and the overall success of the organization. Incentive compensation plans can be customized to whatever metrics are important to the organization. They provide an extra dose of motivation for exceptional workplace performance and increase the chances of maintaining quality talent. Good ICPs must be understandable, fair, easily measurable, and consistent.

Without a doubt, Performance Tracker X has proved to be an important tool in easily managing ICPs. With Performance Tracker X, your team members can monitor their performance and ICP metrics in real time. This focuses their attention on the metrics that matter to you most while driving their personal growth and the growth of your organization. Increased focus increases survey communication with families which improves response rate and generates more actionable data.

Employee Recognition

The care, compassion, and attention your arranging directors pay to the families they serve is of the utmost importance to them and can weigh heavily. Taking the time to appreciate and recognize successes has been shown to increase productivity, comradery, culture, and loyalty to the company, leading to higher retention.

There are many creative ways to accomplish this which take little time or cost.

• Create an internal awards program for those who had the most perfect surveys responses received, highest response rate, and/or most digital collection.
• A monthly “spin-to-win” game with gift cards or other give aways. Add your team members name to the wheel each time a perfect score survey is received.
• Forward a congratulatory email each time a perfect score survey is received to the whole team. This allows everyone to feel each other’s success while publicly acknowledging the arranging director.
• Highlight an arranging director each month on your social media including some of the positive feedback left in the surveys.
• Read the positive feedback outload during team meetings.

Giving a little can get you a lot!

Providing clarity and setting expectations

It is important that your team members understand organizational goals and the part they play in achieving those goals. Team members who cannot see beyond their role often feel a reduced sense of satisfaction and fulfillment which can lead to turnover, poor relations between coworkers, and an undesirable work environment. Help your team members to understand the importance of the survey program and how it plays into your larger vision by communicating often and across multiple channels and altitudes.

People retain information differently. Some may rely heavily on verbal communication whereas others may need written information, visual aids, or even examples of the concepts in action. Repetition of the information helps to engrain the importance and communicates that the direction you are providing is here to stay. Ensure adoption at all levels of your organization by breaking down high-level concepts and explaining how they relate to your team members’ day jobs. When you pair the newfound clarity with a framework which spells out the goals or criteria which support the mission, your team members become a part of the bigger picture rather than someone who is simply affected by it.

Would you like to schedule a time to discuss how to heighten engagement within your organization? Interested in an ICP in your organization? We are always here for you!

The post Driving Engagement in Performance Tracker X appeared first on Johnson Consulting Group.

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2024 JCG PerformanceTracker X Trends Analysis Full Report 

The post 2024 Performance Tracker X Trends and Insights Report Volume 7 Now Available. appeared first on Johnson Consulting Group.

Understanding Performance Tracker X

Performance Tracker X is more than just a tool; it’s a comprehensive solution designed to evaluate staff and financial performance, streamline success plans, and significantly enhance your bottom line. Through Performance Tracker X, we categorize survey respondents into three groups – promoters, passives and detractors – helping funeral home businesses decipher their strengths and areas for improvement. The method of scoring is based on Net Promoter Scores (NPS), which tells us how likely the survey respondent is to recommend the business to others. 

2024 Trends Analysis

Here’s what we’re seeing so far in 2024…

What Made a Person a Promoter: 

Exceptional Customer Care: Customers praise the outstanding level of care received, highlighting moments where staff went above and beyond to ensure their needs were met.

Unparalleled Customer Experience: Positive testimonials emphasize the overall experience, showcasing instances where families felt supported, understood, and valued.

Personalized Attention: Families express gratitude for feeling like the most important individuals during the entire process, recognizing the genuine and personalized care received.

Natural Appearance of the Decedent: Positive feedback centers around the satisfaction with the natural and dignified appearance of the deceased, contributing to a meaningful farewell.

Flexible and Compassionate Arrangements: Commendations for funeral homes going the extra mile, whether it be traveling to meet families or accommodating unique requests during the arrangement phase.

Compassionate and Accommodating Service: Families appreciate the compassionate approach and accommodating nature of the funeral home staff, especially during emotionally challenging times.

Exemplary Professionalism: Recognition for the high level of professionalism exhibited by the staff, creating an atmosphere of trust and reliability.

Prompt and Attentive Responses: Positive experiences include prompt and attentive communication, ensuring families receive timely and accurate information when needed.

Meticulous Attention to Detail: Customers highlight the meticulous attention to detail, from the arrangement process to the execution of the services, contributing to a seamless experience.

Going Above and Beyond with Compassion: Instances of staff exceeding expectations by providing additional support and comfort, demonstrating a commitment to compassionate care.

Demonstrated Patience: Positive reviews acknowledge the patience displayed by staff, especially in answering questions and addressing concerns with empathy.

Simplified Management in Difficult Times: Families express gratitude for funeral homes that simplify the often complex management process, offering support and clarity during emotionally challenging periods.

What Made a Person a Detractor:

Concerns about company partnerships: Some customers express dissatisfaction with the process of engaging one company only to have their loved ones transferred elsewhere for specific services.

Delayed paperwork: Complaints about the slow processing of essential documents, including death certificates, causing distress to grieving families.

Extended cremation timelines: Frustration over prolonged waiting periods for cremation services, contrasting with the quick turnaround experienced with other providers.

Inadequate communication and transparency: Dissatisfaction with poor communication, rude behavior and unexpected charges. 

Unpleasant interactions during arrangements: Unfriendly staff, lack of knowledge, and perceived rude behavior during funeral arrangements, leading to negative customer experiences.

Key Takeaways:

We are seeing that the Performance Tracker X detailed results clearly show a quicker path to success in:

• Business coaching and guidance 
• Targeted leadership training 
• Individuals needing additional support 
• Customizable Incentive Compensation Plans 
• Average sale enhancement 
• Consistent service delivery 
• Lead generation
• Online reviews 

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