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

Kansas City 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 


KANSAS CITY, Mo., April 14  /PRNewswire/ -- The Dignity Memorial funeral,
cremation and cemetery service providers of Kansas City 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
auto makers and similar businesses when we think of consumer surveys," said
Mark McGilley, Kansas City Market Director.  "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 McGilley.

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 McGilley.

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 Kansas City include the following firms:

  McGilley Antioch Chapel                    Mount Moriah & Freeman Funeral
  3325 NE Vivion Rd.                         Home & Cemetery
  Kansas City, MO 64119                      10507 Holmes Rd
  816-453-7700                               Kansas City, MO 64131
                                             816-942-2004

  McGilley & George Funeral Home             Mount Moriah Terrace Park
  & Cremation Service                        Funeral Home & Cemetery
  611 Chestnut                               801 NW 108th St
  Belton, MO 64012                           Kansas City, MO 64155
  816-322-2995                               816-734-5500

  McGilley & George Funeral Home             Sheil Colonial Chapel
  & Cremation Service                        11924 E. 47th
  12913 Grandview Rd.                        Kansas City, MO 64133
  Grandview, MO 64030                        816-353-6555
  816-966-0250

  McGilley & Hoge Johnson County             Chapel Hill Funeral Home
  Memorial Chapel                            and Memorial Gardens
  8024 Santa Fe Dr.                          701 N 94th St
  Overland Park, KS 66204                    Kansas City, KS 66112
  913-642-3565                               913-334-3366

  McGilley Midtown Chapel                    Forest Hill Cemetery
  20 W. Linwood                              6901 Troost Ave.
  Kansas City, MO 64111                      Kansas City, MO 64131
  816-753-6200                               816-523-2114

  McGilley State Line Chapel
  12301 State Line
  Kansas City, MO 64145
  816-942-6180

  McGilley & Frye Funeral
  Home & Cremation Service
  105 E. Loula.
  Olathe, KS 66061
  913-782-0582

   FOR MORE INFORMATION CONTACT:
   Lynn Humphreys
   Kansas City Dignity Memorial Providers
   10507 Holmes Rd., Kansas City, MO 64131
   816-217-6163


DATASOURCE: Dignity Memorial network



CONTACT:  Lynn Humphreys of Kansas City Dignity Memorial Providers,

[phone]



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