Fort Wayne Dignity Memorial(R) Providers First in Industry to Partner With J.D. Power and Associates

Fort Wayne Dignity Memorial(R) Providers First in Industry to
Partner With J.D. Power and Associates
Customer Satisfaction Metrics Applied to Funeral Homes and Cemeteries in New
Survey 


FORT WAYNE, Ind., April 14  /PRNewswire/ -- The Dignity Memorial funeral,
cremation and cemetery service providers of Fort Wayne have partnered with
global marketing research giant J.D. Power and Associates to understand what
makes the Baby Boom generation tick. This notoriously demanding and
unconventional generation is now making final arrangements for their parents --
as well as planning in advance for their own celebration of life -- and the
Dignity Memorial provider network believes extensive customer satisfaction
metrics are essential to helping them meet this group's needs. At the same
time, the data will provide additional insight into the diverse cultures and
generations who utilize the services of Dignity Memorial providers.

"We have found that a professional survey is one of the best ways to measure
the performance of firms that provide services, even though we often think of
automakers and similar businesses when we think of consumer surveys," said
Market Manager Vern Pixley. "By partnering with J.D. Power and Associates, we
are emulating other progressive, consumer-oriented service companies who
believe this well-known research firm is one of the best ways to gain extensive
data regarding customer preferences. The survey will strongly enhance our
knowledge of how to best serve those who come to us in need, and also benefit
consumers and our industry as a whole," added Pixley.

The J.D. Power and Associates survey represents the second generation of the
Dignity Memorial network's quest for customer metrics. The network launched its
first customer survey in 2000, which made it one of the first in a
slow-to-change industry to use professional survey methods. The move to a
partnership with J.D. Power and Associates is in keeping with the network's
interest in obtaining extensive customer metrics to help them meet the needs of
today's families. This focus has been driven by the Boomer generation, which
has shown less interest in polished caskets and engraved markers, and more
concern in celebrating the lives of loved ones with unique end-of-life events.

"The Dignity Memorial network has stated that they intend to re-invent this
category.  Our work with the Dignity Memorial group (a first for this
industry), should allow them to understand their performance across the
families they serve, and provide a road-map to improved customer satisfaction
and stronger customer loyalty," said George Owens, Director at J.D. Power and
Associates.

"We want to take care of our customers, like any good company. To do so we will
refine what constitutes the best possible customer experience and develop
appropriate processes to meet this goal, something that has long been an
objective of the Dignity Memorial network and is a primary reason for our
continued success," said Pixley.

J.D. Power and Associates has a 36-year history of helping companies improve
the quality of consumer goods and services. The research firm conducts more
than 350 major tracking studies each year for some of the world's largest
companies, including numerous Fortune 500 firms. A staff of more than 600
associates conducts quality and customer satisfaction research across a variety
of industries including automotive, commercial vehicles, telecommunications,
travel, real estate, finance, marine, healthcare, utilities, sports, retailing,
office products, and professional services. J.D. Power and Associates is a
business unit of The McGraw-Hill Companies (NYSE:MHP).

   The Dignity Memorial providers of Fort Wayne include the following firms:

                         Greenlawn Memorial Park
                           6600 Covington Road
                               260.432.3914

                           Lindenwood Cemetery
                           2324 W. Main Street
                               260.432.4542

                          Highland Park Cemetery
                           2403 E. Wallen Road
                               260.489.5522

                    Klaehn, Fahl & Melton Funeral Home
                  420 W. Wayne St; 6424 Winchester Road
                               260.657.5308

                           Hockemeyer & Miller
                 6131 St. Joe Road; 17629 St. Rd. 37-Leo
                               260.485.8500

                            C.M. Sloan & Sons
                            1327 N. Wells St.
                               260.422.4232

   FOR MORE INFORMATION CONTACT:
   Craig Lake, Family Service Manager
   260.432.4542


DATASOURCE: Dignity Memorial Network



CONTACT:  Craig Lake, Family Service Manager of Dignity Memorial Network,

[phone]



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