Scottsdale, Arizona — Johnson Consulting Group (JCG) has officially released their 2026 Sales and Customer Survey Trends and Insights Report, Powered by J3Tech Solutions.
Our Sales and Customer Survey Platform, 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. Our analysis includes 654,327 sales and survey records collected over the past five years from Burial and Cemetery cases within the Funeral Home At Need segment.
Some key takeaways from their recent findings include:
- Perceived value is now the strongest driver of satisfaction and financial performance, overtaking service quality alone as the key differentiator between high- and average-performing funeral homes.
- Pre-need burial fulfillment delivers the highest customer experience scores, including the strongest NPS and TVI, confirming the long-term value of advance planning.
- Traditional burial and memorialized cremation continue to outperform simplified offerings, delivering higher satisfaction, stronger perceived value, and greater revenue resilience, even amid pricing pressure.
- Firms using structured incentive compensation plans show higher sales averages and stronger resilience, reinforcing the link between aligned incentives, accountability, and sustained performance.
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 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.
