Table of Contents - MemberClicks · 2017. 10. 6. · Back to the top 4 How to Embed the Survey...
Transcript of Table of Contents - MemberClicks · 2017. 10. 6. · Back to the top 4 How to Embed the Survey...
Table of Contents
WELCOME TO THE FAMILY CONTACT PROGRAM! ........................................................................................................................................................................................... 1
WHAT TO EXPECT ..................................................................................................................................................................................................................................... 1
THE BENEFITS .......................................................................................................................................................................................................................................... 1
LIST OF MATERIALS ................................................................................................................................................................................................................................... 1
HOW THE PROGRAM WORKS ...................................................................................................................................................................................................................... 1
THE ONLINE FAMILY CONTACT SURVEY ............................................................................................................................................................................................................ 2
THE ONLINE SURVEY OPTION ...................................................................................................................................................................................................................... 2
HOW TO SEND OUT THE SURVEY LINK .......................................................................................................................................................................................................... 2
THE OGR LETTER OF EXPLANATION EMAIL TEMPLATE .................................................................................................................................................................................... 3
HOW TO EMBED THE SURVEY LINK .............................................................................................................................................................................................................. 4
HOW TO ACCESS ONLINE SURVEY RESULTS ..................................................................................................................................................................................................... 5
HOW TO VIEW ONLINE SURVEY RESULTS ........................................................................................................................................................................................................... 6
FAMILY CONTACT REPORTS AND RECOGNITION ............................................................................................................................................................................................. 7
THE MONTHLY REPORTS ............................................................................................................................................................................................................................ 7
THE YEARLY REPORTS ................................................................................................................................................................................................................................ 8
HOW TO ACCESS THE FAMILY CONTACT REPORTS ONLINE .............................................................................................................................................................................. 9
FAMILY CONTACT NEWSLETTER ................................................................................................................................................................................................................ 10
THE EXEMPLARY SERVICE AWARDS ........................................................................................................................................................................................................... 11
HOW OGR RECOGNIZES FAMILY CONTACT PARTICIPANTS ON SOCIAL MEDIA ................................................................................................................................................... 12
COMMONLY ASKED QUESTIONS ...................................................................................................................................................................................................................... 13
HOW LONG SHOULD I WAIT BEFORE SENDING OUT THE SURVEY? .................................................................................................................................................................... 13
HOW DO I UTILIZE MY FAMILY CONTACT RESULTS? ....................................................................................................................................................................................... 13
CONTACT US ...................................................................................................................................................................................................................................................... 14
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Welcome to the Family Contact Program!
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The Online Family Contact Survey
Family Contact ID # at the end of the customized link
Online form as seen by families who
prefer to respond electronically
The Online
Survey Option gives
families the option to fill out
the Family Contact Survey
online. OGR creates a
customized link specifically
for your funeral home. All of
the questions are the same
as the print version of the
survey. See image to the
left.
How to Send Out
the Survey Link: OGR recommends waiting
around 4 weeks before
sending out the survey to
families to give them the
proper time to focus on their
grief.
After the proper time has
passed, you should create an
email using the email
version of OGR’s letter of
explanation that explains the
significance of the survey.
You are also free to create
your own email template. Be
sure to embed your unique
survey link into the email
(see next page).
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The Email of
Explanation is an optional
email template that explains the
significance of filling out the survey
as well as who OGR is. It is meant to
be sent with your funeral home’s
survey link. Through the email
template, families are able to attain
a stronger idea of who OGR
members are and the type of
service our members consistently
strive for.
Embed your funeral home’s
link here.
OGR Family Contact
logo included.
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How to Embed the Survey Link: To embed a survey link in an email to the family, simply search for the hyperlink symbol which
is usually visible when composing an email. You can find this symbol under the insert tab in Microsoft Outlook. Click on the hyperlink option or symbol and
enter any text that you would like to be displayed in the email as the hyperlink such as “online survey” or “here” then place your online survey link in the web
address section. See examples below.
Gmail Example: Microsoft Outlook Example:
Step 1.
Step 2.
Hyperlink symbol. Click here.
Enter the text as you want it to be displayed in the email.
Enter the link to your online survey. Your family
contact ID is the last 5 digits of your link.
Hyperlink symbol. Click here.
Enter the text as you want it to be displayed in the email.
Step 1.
Step 2.
Enter the link to your online survey. Your family
contact ID is the last 5 digits of your link.
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How to Access Online
Survey Results: To access
your survey results online, simply go to
the access website assigned to your
funeral home through email and enter
your access code.
Enter your funeral home’s access code.
Option 2: View TEXT results. Each comment
is displayed under the question it pertains to.
(See example on next page)
Option 1: View ALL results. Each survey is displayed
individually. (See example on next page)
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How to View Online Survey Results: To view individual online responses and comments, enter the dates that you desire and click the
"View all results" button that allows you to see entire individual survey responses received online. Click the "View text results" button to view the online
comments for the date range selected.
Clicking “View text results" allows you to see comments categorized by question.
Clicking "View all results" button allows you to see online
surveys submitted for your funeral home individually.
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Family Contact Reports and Recognition
Survey data displayed through percentages, bar
graphs and response counts.
Month and year of report
Funeral home contact information
The Monthly Report:
The monthly report contains survey
data for the responses that OGR
gathered for your funeral home
during each indicated month. The
Family Contact report dissects each
question and provides analysis for
each answer section of the survey.
The bar graphs offer a quick, clear
visual of what the majority of your
respondents believe about your
funeral home. Funeral Homes are
able to use data from the reports as
a guide when looking for ways to
improve their funeral home.
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Your funeral home’s total number of surveys for the year and
the total number of surveys received for all participants.
Your funeral home’s results are in color. Survey results for “All” Family Contact
participants are in gray allowing you to compare your firm’s results with the results of all
the participating firms.
The Yearly Report: The
Yearly Report displays your funeral
home’s survey data from the entire
year. It also cumulates the survey
data for all Family Contact
participants for the entire year. The
report allows you to benchmark your
firm with other participating firms.
The gray bars are the gathered data
for all member participants, and the
colored bars indicate the gathered
data for your individual funeral
home.
Year of the report
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How to Access the Family Contact Reports Online: Family Contact reports are easily accessible through OGR's online website for
the Family Contact Program. Each month, participants receive a notification through email that the reports are ready. The email also includes a link to the
monthly Family Contact Newsletter (see Family Contact Newsletter on next page). Watch video for more details.
Follow the same link used to view your online results
and enter the access code assigned to your funeral
home through email. Below is the page that should
appear after entering the access code. From this page,
you can access your current Family Contact reports.
Click on the clearly labeled links to download,
save and/or print your funeral home's Family
Contact reports.
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Family Contact Newsletter: The Family Contact Newsletter contains special announcements and reminders for Family Contact participants as
well as Room for Improvement and Above & Beyond comments from the survey responses received that month. There are also product suggestions based on
the family feedback received in order to provide participants with more ideas to add to their services.
Ready to Sign up?
Product suggestions to
enhance your services.
Important announcements
and tips for participants. Comments from families highlighting
the exemplary service they received
from participating firms.
Comments from families on how participating
firms can improve their services.
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The Exemplary Service Awards
are presented every year at the OGR Annual
Conference & Supplier Showcase. The Above &
Beyond comments that are gathered from the
Family Contact surveys are presented to selected
OGR members anonymously and they cast their top
three votes. Each award recipient is given an
engraved plague to display in their funeral home.
They are also featured in The Independent magazine,
in OGR press releases, on social media, in the OGR
blog and other resources.
2017 Exemplary Service Award Winners
What is the Award Criteria? Selected OGR members vote for the top three comments that best exemplify the set criteria: The service exemplified above and beyond the
normal and expected
Provided satisfactory handling of unusual or difficult cases
Displayed exemplary care for the feelings and wishes of the family
Images taken from the Celebratory
Luncheon at OGR’s Annual Conference
& Solution Center and featured in OGR’s
member magazine, The Independent.
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How OGR Recognizes Family Contact Participants on Social Media: On Facebook, we share positive comments
from families about members who have gone above and beyond in their attempts to deliver great service. You could be next!
Examples of spotlighting great service from our members on social media:
Taken from OGR
Facebook posts
Taken from OGR
Twitter posts. Follow OGR on:
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Commonly Asked Questions
Q. How long should I wait before sending the survey out?
A. OGR recommends waiting 4-6 weeks before sending out the survey. In our experience, people are more likely to respond to the survey and be more
objective when they have had some time to mourn and reflect on the service.
Q. How do I utilize my Family Contact results?
A. There are several ways that you can use the Family Contact reports and results to improve your funeral home’s services and operations:
Reward/spotlight employees who are mentioned by name and receive excellent feedback from families (raffle, employee of the month, time off, etc.)
Share positive comments to your Facebook page and other social media
Present results at staff meetings for discussion and to help guide employees on what their strengths and weaknesses are
Implement suggestions for improvement into your operations
Keep in contact with families who express interest in learning more about various funeral services
Implement relevant information into your marketing plan on how best to reach your community and in what ways
Use the results when looking for new products and services for your funeral home
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Contact Us!
For Extra Resources:
Visit www.ogr.org/family-contact-participants.
For Assistance:
Family Contact Program Manager Denise Rodriguez International Order of the Golden Rule 9101 Burnet Rd, Suite 120, Austin, TX 78758 P: 800-637-8030 l F: 512-334-5514 l www.ogr.org