Independent Survey Shows Members of Selected Independent Funeral Homes Score High Marks in Service, Satisfaction

May 14, 2012
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Ninety-nine percent of those surveyed said they would recommend the Selected firm to others

DEERFIELD, Ill. — May 10, 2012 —Selected Independent Funeral Homes, the world’s largest and oldest association of independently owned funeral homes, has announced the results of its 2011 Family Follow Up Survey Program, which once again affirmed that families and individuals who chose Selected members for their funeral needs were extremely pleased with their service and would recommend the firm to others. The program gathered data on the experiences of more than 15,500 client families and individuals working with Selected member firms throughout North America. This valuable program is a free benefit available exclusively to Selected members.

The Selected Independent Funeral Homes Family Follow Up Survey Program is a comprehensive resource that Selected members use to measure and track the satisfaction of families and individuals they serve. The report also provides Selected leadership with an aggregated overview of survey results from the previously completed program year (March 2011 to February 2012), as well as trend data from the prior survey year. The survey focuses on such key issues as:  reasons that families choose a member funeral home, satisfaction with member firms, and whether the respondent would recommend the member firm. The program provides members a unique opportunity to receive valuable and objective feedback from the community. Beginning in 2010, Selected retained the services of Industry Insights, Inc., an independent survey research firm headquartered in Columbus, Ohio, to exclusively administer the program.

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Selected members routinely earn high marks, as evidenced by the 2011 survey results. Again this year, Selected members scored extremely well in all levels of satisfaction and experience, with an average rating of 4.9 out of 5 across all characteristics (including flexibility, courtesy, and sensitivity). In 2011, the top three reasons that families and individuals chose a Selected funeral home were 1) reputation, 2) previous family experience and 3) location. In terms of recommending the Selected member firm, 92 percent of those surveyed said they “definitely would” recommend the member firm to family and friends, while another 7 percent indicated they “probably” would do so.

Members are granted access to their own online portal to view results and download three months of actual surveys. In addition, participating members receive monthly reports and customized annual reports that include an executive summary and detailed results on all survey responses. Families and individuals who participate in the survey can do so by mailing in a questionnaire (provided free of charge to Selected members as part of the program) or by completing the survey online.

Selected membership is made up of leaders from the industry’s most well-respected professionals, and this survey underscores their proven commitment to excellence. Research like this survey allows members to bring value and data-driven guidance directly to client families and individuals. In an industry that is extremely service-centered, Selected provides these useful programs to its members to not only support that level of excellence, but to arm its members with valuable and easy-to-access tools to continually improve and become more successful.

For more information on Selected’s programs, becoming a member of Selected Independent Funeral Homes or to locate a member, visit Selected’s website at http://www.selectedfuneralhomes.org or call 1-800-323-4219.

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About Selected Independent Funeral Homes: Founded in 1917 as National Selected Morticians, Selected Independent Funeral Homes (www.selectedfuneralhomes.org) is the world’s oldest and largest association of independently owned funeral homes. Members of the association are expected to operate according to specific standards and best practices in order to provide the public with reliable, high-quality funeral services and funeral-related information.

About the Report: The 2011 Family Follow Up Survey Program Report was prepared by Industry Insights, Inc., a third-party firm, exclusively for Selected Independent Funeral Homes.  Beginning in 2010, Selected retained the services of Industry Insights, an independent survey research firm headquartered in Columbus, Ohio.

About the Family Follow Up Survey Program: The Selected Independent Funeral Homes Family Follow Up Survey Program is an ongoing survey that Selected members can use to measure and track the satisfaction of their client families and individuals. As part of Selected’s program, member funeral homes utilizing this survey package receive a monthly report detailing their survey responses from the preceding month, comparison data of other Selected members, trending data and customized annual summary reports. In addition, the purpose of the supplemental Summary Report is to provide Selected leadership with an aggregated overview of survey results from the previously completed program year (March 2011 to February 2012), as well as trend data from the prior survey year, as applicable.

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