Scottsdale, Arizona: Johnson Consulting Group (JCG) has officially released their Volume 6 2022 Performance Tracker X Trends and Insights Report, Powered by J3Tech Solutions, on their website. Performance Tracker X is the complete customer service management tool that evaluates staff and financial performance by sending out surveys to families to get real time, accurate feedback for funeral homeowners and operators to make data-driven decisions.
Each year JCG analyzes every survey that goes through their system to determine what today’s families need and where the profession is headed. Since the first report was released in 2011, JCG has analyzed over 264,000 surveys and over a million sales records from 1.13 million individual funeral events. This year, they analyzed 80,163 new survey responses from 2021-2022.
Some key takeaways from their recent findings include:
- Higher levels of satisfaction continue to increase across all cremation cases.
- Average NPS scores stand at 9.47%
- Lowest levels of satisfaction occurred for immediate at-need burials.
- Average sale continues to be around $5,000.
- Average call volume has decreased since the Covid-19 Pandemic.
“It’s an honor and privilege to be able to bring such an important report to the industry every year,” says Jake Johnson, President and CEO of Johnson Consulting Group and J3Tech Solutions, “The customer experience continues to be a factor in each and every aspect of funeral service, and this report serves as a great guide for owners and operators to get an inside look at what today’s family really values.”
The report is available for download for free on Johnson Consulting’s Website. For any questions, reach out to info@johnsonconsulting.com.
About Johnson Consulting Group and Performance Tracker X:
The JCG Performance Tracker X provides funeral homes, cemeteries and cremation operations timely, accurate measurements of customer service and sales performance. Through sending out surveys that allow for direct family feedback, the software offers comprehensive reporting that shows business owners what they are doing well and identifying the areas that need fine-tuning and improvements to increase enterprise value and profitability.
Johnson Consulting Group 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.
