We send out a client survey to every family who have used our services, and in the last five years, we’ve received over 161,000 responses. Each year we publish these results in our Annual Report & Accounts.
Our latest survey results from 2015 are in line with previous years, remaining consistently high, showing that our dedication to our customers is at the heart of our business*.
Reputation and recommendation
99.2% (2014: 99.2%)
99.2 per cent of respondents said that we met or exceeded their expectations.
98.0 per cent of respondents said they would recommend us.
Quality of Service and Care
99.9 per cent thought our staff were respectful.
99.7 per cent thought our staff listened to their needs and wishes.
99.3 per cent agreed that our staff were compassionate and caring
High Standards of Facilities and Fleet
99.8 per cent thought our premises were clean and tidy.
99.8 per cent thought our vehicles were clean and comfortable.
In the Detail
99.3% (2014: 99.4%)
99.3 per cent of clients agreed that our staff had fully explained what would happen before and during the funeral.
99.1 per cent said that the funeral service took place on time.
98.6 per cent said that the final invoice matched the estimate provided.
Dignity’s customer service levels are just one reason to take out a Prepaid Funeral Plan with Dignity. You can read more on our You’re in good hands with Dignity page
* Dignity plc Annual Report & Accounts 2015