What Members Are Saying About
The Family Follow-Up Survey Program



“We read all our surveys and share feedback, both positive and negative, with the entire staff. We also feature family comments in our monthly in-house newsletter. We particularly like the open-ended questions that give people an opportunity to express themselves. Our market is very competitive, and we promote ourselves as being a quality firm. But that has to be the reality, not just what we say. We use the survey program to help us maintain and improve our reputation.”
— DAVE PEROTTO, BARTOLOMEO & PEROTTO FUNERAL HOME, ROCHESTER, NY

“Getting the surveys back is a very important aspect, and it can be a challenge to know how to best do that. We’ve tried many different things over the years. But what seems to work best is that we give a survey to every family we serve. It is mailed one week after the service. We also explain it to them during the at-need conference. I feel we get a good percentage back. I’m skeptical by nature, and although I appreciate the great scores we receive, I also value any constructive criticism that we can glean. Otherwise, it’s a missed opportunity for education and improvement.”
— KURT EDENBACH, MEMORIAL FUNERAL HOME, NEWPORT, RI

“We spent some time formulating questions that ask specifically about our staff—were they accessible, how were their communication skills, and what was the name of the director that served you? Our human resource department carefully analyzes the responses, and we are able to respond promptly. We always recognize excellent achievement among our staff but also work on negative trends. If a family can’t remember their director’s name, we must find the reasons for that disconnect—why a relationship was not established.”
— JIM BROUSSARD, BROUSSARD’S MORTUARY, BEAUMONT, TX

“We’ve been members of Selected since 2010, so we are relatively new. We feel very strongly about the family surveys and are pleased that they are available to us as members. Our office administrator, Natalie Melo, is very diligent about getting the surveys mailed out following funeral services. She includes a cover letter from us encouraging the families to complete and return the surveys. We have been very pleased with the response rate, and I think it’s because they are sent out in a timely fashion.”
— ANNE ROAN, CONEY FUNERAL AND CREMATION SERVICE, BROCKTON, MA

“We use Selected’s program exclusively and usually get about a 50-percent return rate, which we feel is very good. We specifically try to take the opportunity to put the survey in front of families and explain its importance. And we always share the feedback with the staff. We expect most of it to be good. But when there is an issue, we definitely sit down and address it to find out what can be done. Families may not say it to your face, but if they have the opportunity to write it down, they usually will. Those are things I want to know.”
— RICK SNIDER, BAKER-HAZEL & SNIDER FUNERAL HOME, DAYTON, OH



Want to Learn More?

Visit the Family Follow-Up Survey Program information page.

Ready to Start Using the Program?

Complete the Response Form & Options Order Form and submit to Headquarters.