Scottsdale, AZ –Johnson Consulting Group announced the recipients of the Johnson Consulting Group 2025 Excellence in Customer Service Awards, powered by J3Tech Solutions.
The Awards were presented to Johnson Consulting Group (JCG) client funeral homes who achieved the highest Total Value Index Score from family satisfaction surveys sent to each family they served during 2025.
The Total Value Index is a calculation of the sum of the Overall Performance Score, the Net Promoter Score and the “value of the price paid for goods and service” question.
The Overall Performance Score is a calculation of eighteen independent questions that measure results in four areas:
1) Initial Contact
2) Arranging Director
3) Staff and Services Provided
4) Facilities and Vehicles
The JCG client funeral homes are divided into three categories based on call volume.
On behalf of Johnson Consulting Group, we want to congratulate the following winners for providing exceptional service:
Category One: 24-150 Surveys Sent
- Kennedy
- Weigel Funeral Home
- Fairhaven Funeral Home
- Fry & Prickett
- Busch Romito Funeral Home- Northfield
- Busch Romito Funeral Home- Twinsburg
- Hathaway Home for Funerals
- Busch Romito Funeral Home- Bedford
- Cremation Society of Virginia- Chesapeake Chapel
- B.C. Bailey Funeral Home
- Altmeyer Funeral Home- Chesapeake Chapel
- Bolock Funeral Home & Crematory
- Busch Romito Funeral Home- Hudson
- K.E. Pike Funeral Home
- Pfeifer-Woodyard Funeral & Cremation Services
Category Two: 151-300 Surveys Sent
- Lynch & Sons Funeral Directors Walled Lake
- Harper & Lucas Funerals & Cremations
- Johnson Funeral Home – Jacksonville
- Szal Funeral Home
- Donaghy New Day Cremation & Funeral Care
- J. Verne Wood Funeral Home
- Busch Funeral Home – Cleveland
- Altmeyer Funeral Home – Denbigh Chapel
- Buonfiglio Funeral Home
- Aria Cremation Services & Funeral Northwest Hwy
- Hall’s of Waldoboro
- Connell Funeral Home Inc.
- Hathaway Community Home for Funerals
- Coastal Cremations – Carolina Shores
- Posey Funeral Directors
Category Three: 300+ Surveys Sent
- Gray Mortuary
- Midstate Cremation & Funeral Service
- Solimine Funeral Homes
- Thomas McAfee Funeral Homes & Cremation Center – Downtown Chapel
- Caldwell Parrish Funeral Home & Crematory
- Thomas T. Edwards Funeral Home, Inc.
- Whitney & Murphy Funeral Home, LLC
- Heartland Funeral Home – Early
- Fremont Chapel of the Roses
- Thomas McAfee Funeral Home – Southeast Chapel
- Cremation Society of Virginia – Southside Chapel
- Lucas Funeral Home – Keller
- Bucktrout Funeral Home
- Whitney & Murphy Bueler Mortuary, LLC
- Thomas McAfee Funeral Home – Northwest Chapel
“With the commoditization of products and services in our society, providing an exceptionally high level of customer service is critical to differentiating us from our competition. Especially when the funeral and cemetery profession achieve a higher level of satisfaction compared to other industries”, says Jake Johnson, President and CEO of Johnson Consulting Group. “At the average sale of a funeral today, the loss of even one family can have material impacts on a business and its value. The answer to continual improvement is to survey our customers, ask the difficult questions, ask for a review online, and recover when there’s an issue”.
The Johnson Consulting Group Performance Tracker X tool provides funeral home and cemeteries timely, accurate measurements of customer service and sale performance. The software offers comprehensive reporting that shows business owners what they are doing well and identifying the areas that need fine-tuning and improvements.
Johnson Consulting Group started its customer survey program in 2008. This large amount of survey data has proven invaluable to providing insight into customer needs and satisfaction. The company attributes the program’s 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.
For more information about Johnson Consulting Group or the Performance Tracker X tool, email info@johnsonconsulting.com or visit us at www.johnsonconsulting.com.
