Our Families Come First

Posted on July 11, 2024 by Rev. Pam Reidy under Miles Funeral Home
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At Miles Funeral Home our daily goal is to “work side by side with each family to ensure their loved one has the most fitting celebration which honors and immortalizes their life.”  To ensure that we continue to meet this goal we actively seek customer feedback in three ways.

  • Independent Feedback. Miles utilizes the services of the Johnson Consulting group to gather feedback from our customers. Within two weeks of receiving service, customers receive a link from Johnson that gives them a simple survey to rate staff and service and allows input for short text answers to note any concerns, compliments or questions. All concerns are followed up. Johnson also supplies Miles with regular comprehensive reports on how we are doing. A monthly zoom meeting is held to review the information in more detail. We are proud to consistently rank in the top 2% of all Johnson’s clients.
  • Personal notes from families and people we have served. Notes with praise and positive feedback are copied and distributed to the staff. Management addresses notes that contain negative feedback. The most appropriate course of action is taken, either through a discussion at the weekly directors’ meeting or with an individual if that is more appropriate.
  • Customer review sites such as Google are frequently used by our consumers to give feedback. We read every review and carefully consider the public feedback in the decision-making processes at the funeral home.

Miles Funeral Home recognizes that customer reviews are subjective and not each family member agrees about the service they receive, be it funeral care or car maintenance. Funeral care is highly regulated and there are instances when the law prevents our complying with a family request. These instances can result in negative reviews that are understandable only to the funeral home.

Miles consistently lands at the top percentage in Yelp, Facebook and Google reviews. However, we consider the statistics of Johnson Consulting a highly valued view of how we are doing since the information is sought by an independent consulting firm in the funeral industry, and it is weighed against other funeral homes throughout the country. Miles Funeral Care’s year-to-date customer satisfaction key metrics are considerably above the national averages, including the response rate, overall performance and total value rate.

What people say about us is important. We enjoy reading what people say about us, here are a couple of my all-time favorite testaments:

How do you thank a guardian angel – one who is strong, kind, patient and compassionate, at a time when a family is shaken, weak, and does not know the way. Like a gentle father you listened, encouraged, and with unconditional love, made the crooked way straight – make the pieces of the quilt form a magnificent life’s moment for all. Your professionalism is of Divine intervention. Every detail of the calling hours, service and military service was dealt with grace and dignity…. I don’t know how you and your staff do what you do – but families you serve thank God that you do. (Kathleen Kelly)

On behalf of my family, I would like to express our sincere gratitude and thanks for everything that was done for my family this past week. Many of you know of the friendship I share with Rick, as often as I stop in to distract him, though few might realize my family has benefited by the services of Miles for over 100 years. As many times I have visited the funeral home this was the first time I experienced the process first hand. I appreciate the detailed planning that goes on by those of you whom I didn’t meet and to those my mom and I met, I can’t express how comfortable you made us feel. To all of you a special thanks. What I witnessed last week was truly a portrait of professionalism. (Brian P. Foley)

Whether an online review, a personal note from a family, or our monthly report scores from the consulting firm, Miles wants to hear from our customers as we continue to pursue excellence in serving them.