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
“The program is an absolute benefit to us, and I share the results with our staff. Without feedback from our client families, it would be extremely difficult to evaluate our effectiveness. Very rarely is there negative feedback, which is great for morale. But when there is, it’s a good team-building experience, as we figure out what we need to work on. We have arranged with Selected to have our surveys split into two accounts—one for Rockford and one for our three DeKalb County locations.”
— JENNIFER MURASKI, OLSON FUNERAL & CREMATION SERVICES, ROCKFORD, IL
“The Selected survey has always been important to us. We send out about 800 each year because we want to get as much feedback as possible. We share the results in our advertising and on our website so consumers can see that we are very serious about client family satisfaction and are doing a good job. Our management also has retained an advertising and public relations specialist for many years because it views these marketing tools as an investment. I share each month’s report with the entire staff. I believe in public praise but private, constructive criticism. So should we receive a negative comment, I’ll meet with the funeral director personally so, together, we can determine what happened and how we can improve.”
— STEVEN NEWMAN, RABEN HORST FUNERAL HOME, BATON ROUGE, LA
“We make use of the program’s convenient distribution system. We log in to a private web portal and enter the names and addresses to which Industry Insights sends out our surveys. We have a specific process for managing the responses so that staff gets the recognition they deserve, our prearrangement and aftercare specialists get the information they need, and owner Randy Anderson can closely review the ratings. We take the program very seriously, because we want to be on top of every detail for our families.”
— ERICA BRAMLETT, RADNEY FUNERAL HOME, ALEXANDER CITY, AL
“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
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