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

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Michigan 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 GRAND RAPIDS, Michigan, April 14 /PRNewswire/ -- The Dignity Memorial funeral, cremation and cemetery service providers of Michigan 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 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 Michigan include the following firms: Pixley Funeral Home - Davis Chapel 3530 Auburn Road Auburn Hills 48326 248-852-1800 Estes-Leadley 325 West Washtenaw Street Lansing 48933 517-482-1651 Estes Leadley - Delhi Chapel 2121 North Cedar Street Holt 48842 517-694-2631 Patience-Montgomery Funeral Home 406 First Street Jackson 49201 517-782-0591 Reyers North Valley Chapel 2815 Fuller Ave. NE Grand Rapids 49505 616-363-7755 Pixley Funeral Home Godhardt-Tomlinson Chapel 2904 Orchard Lake Road Keego Harbor 48320 248-682-0200 Ever Rest Funeral Home 1783 East Keating Avenue Muskegon 49442 231-777-3557 Elton Black & Son Funeral Home 1233 Union Lake Road White Lake 48386 248-363-7135 Elton Black & Son Funeral Home 3295 East Highland Road Highland 48356 248-889-1500 Chas. J. Burden & Son Funeral Home 1806 E. Michigan Avenue Jackson 49202 517-784-3104 Brown Funeral Home 1616 Davison Road Flint 48506 810-239-8636 Pixley Funeral Home 322 West University Drive Rochester 48307 248-651-9641 Jennings-Lyons Funeral Home 520 West Main Owosso 48867 989-725-7171 Muehlig Funeral Chapel 403 South Fourth Avenue Ann Arbor 48104 734-663-3375 Hosmer-Muehlig Chapel 3410 Broad Street Dexter 48130 734-426-4661 Reigle Funeral Home 5501 West Pierson Road Flushing 48433 810-732-1448 Brown Funeral Home Hill Road Chapel 1480 E. Hill Road Grand Blanc 48439 810-606-1300 FOR MORE INFORMATION CONTACT: Vern Pixley Michigan Funeral Homes Market 322 West University Drive, Rochester, MI 48307 248-651-9641 DATASOURCE: Dignity Memorial Network CONTACT: Vern Pixley of Michigan Funeral Homes Market, +1-248-651-9641 Web site: http://www.sci-corp.com/

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