Johnson Consulting Group (JCG) has released its 2025 Performance Tracker X Trends and Insights Report, powered by J3Tech Solutions. Performance Tracker X is the company’s complete customer service management tool that surveys families to evaluate staff and financial performance. With real-time, accurate feedback, funeral businesses can make data-driven decisions.

Each year, JCG analyzes every survey that goes through its system to determine what today’s families need and where funeral service is headed. Of the 135,100 total contracts entered into the system in 2024, JCG analyzed 113,921 sales and survey data records. Some key takeaways include:

• Nearly 10% of surveys generate actionable leads, with an average response rate of 36.7%.

• Per the data, incentive compensation programs boost revenue and customer satisfaction.

• Indicating a shift in family preferences, all cremation case types have higher customer satisfaction scores than burial case types. This might also suggest an exceptional effort by funeral professionals to enhance customer satisfaction for families that choose cremation.

The entire report is available for free at johnsonconsulting.com.