[Scottsdale, Arizona]: Johnson Consulting Group (JCG) has officially released their Volume 8, 2025 Performance Tracker X Trends and Insights Report, Powered by J3Tech Solutions.
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 a funeral business 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. Of 135,100 total contracts entered into the system in 2024, they analyzed 113,921 sales and survey data records.
Some key takeaways from their recent findings include:
- Survey response results: 9.5% of completed surveys generate actionable leads, with an average response rate of 36.7%. This is a total of 5,433 leads generated in 2024.
- ICPs increase revenue and satisfaction: Per the data, Incentive Compensation Programs do boost revenue and customer satisfaction.
- Cremation is gaining ground: All cremation case types have higher customer satisfaction scores than any burial case types, indicating a shift in family preferences. This could also suggest an exceptional effort being put forth by funeral professionals to enhance customer satisfaction for cremation families.
- Low NPS (Net Promoter Score) for pre-planning: Pre-planned funeral arrangements have the lowest NPS score compared to other reasons for choosing a funeral home.
The report is available to download for FREE.
“It has been said that…If you take care of the families, they will take care of you!…To this end, it’s a privilege to annually present this critical report to our profession,” says Jake Johnson, President and Chief Executive Officer of Johnson Consulting Group. “The customer experience remains central to every facet of funeral service, and this report offers invaluable insights for owners and operators, providing a comprehensive understanding of the evolving priorities of today’s families.”
About Johnson Consulting Group and Performance Tracker X:
The JCG Performance Tracker X tool provides funeral homes, cemeteries, and cremation operations with 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 with continual improvement key to its success as a premier customer survey platform in the funeral space. This growing amount of survey data has proven invaluable for 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 experienced Consultants for interpretation and usefulness of the reports.
