Fort Wayne 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 FORT WAYNE, Ind., April 14 /PRNewswire/ -- The Dignity Memorial funeral, cremation and cemetery service providers of Fort Wayne 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 automakers 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 Fort Wayne include the following firms: Greenlawn Memorial Park 6600 Covington Road 260.432.3914 Lindenwood Cemetery 2324 W. Main Street 260.432.4542 Highland Park Cemetery 2403 E. Wallen Road 260.489.5522 Klaehn, Fahl & Melton Funeral Home 420 W. Wayne St; 6424 Winchester Road 260.657.5308 Hockemeyer & Miller 6131 St. Joe Road; 17629 St. Rd. 37-Leo 260.485.8500 C.M. Sloan & Sons 1327 N. Wells St. 260.422.4232 FOR MORE INFORMATION CONTACT: Craig Lake, Family Service Manager 260.432.4542 DATASOURCE: Dignity Memorial Network CONTACT: Craig Lake, Family Service Manager of Dignity Memorial Network, +1-260-432-4542 Web site: http://www.sci-corp.com/

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