Kansas City 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 KANSAS CITY, Mo., April 14 /PRNewswire/ -- The Dignity Memorial funeral, cremation and cemetery service providers of Kansas City 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 Mark McGilley, Kansas City Market Director. "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 McGilley. 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 McGilley. 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 Kansas City include the following firms: McGilley Antioch Chapel Mount Moriah & Freeman Funeral 3325 NE Vivion Rd. Home & Cemetery Kansas City, MO 64119 10507 Holmes Rd 816-453-7700 Kansas City, MO 64131 816-942-2004 McGilley & George Funeral Home Mount Moriah Terrace Park & Cremation Service Funeral Home & Cemetery 611 Chestnut 801 NW 108th St Belton, MO 64012 Kansas City, MO 64155 816-322-2995 816-734-5500 McGilley & George Funeral Home Sheil Colonial Chapel & Cremation Service 11924 E. 47th 12913 Grandview Rd. Kansas City, MO 64133 Grandview, MO 64030 816-353-6555 816-966-0250 McGilley & Hoge Johnson County Chapel Hill Funeral Home Memorial Chapel and Memorial Gardens 8024 Santa Fe Dr. 701 N 94th St Overland Park, KS 66204 Kansas City, KS 66112 913-642-3565 913-334-3366 McGilley Midtown Chapel Forest Hill Cemetery 20 W. Linwood 6901 Troost Ave. Kansas City, MO 64111 Kansas City, MO 64131 816-753-6200 816-523-2114 McGilley State Line Chapel 12301 State Line Kansas City, MO 64145 816-942-6180 McGilley & Frye Funeral Home & Cremation Service 105 E. Loula. Olathe, KS 66061 913-782-0582 FOR MORE INFORMATION CONTACT: Lynn Humphreys Kansas City Dignity Memorial Providers 10507 Holmes Rd., Kansas City, MO 64131 816-217-6163 DATASOURCE: Dignity Memorial network CONTACT: Lynn Humphreys of Kansas City Dignity Memorial Providers, +1-816-217-6163 Web site: http://www.sci-corp.com/

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