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

Back to the top 1

Welcome to the Family Contact Program!

Back to the top 2

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).

Back to the top 3

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.

Back to the top 4

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.

Back to the top 5

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)

Back to the top 6

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.

Back to the top 7

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.

Back to the top 8

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

Back to the top 9

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.

Back to the top 10

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.

Back to the top 11

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.

Back to the top 12

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:

Back to the top 13

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

Back to the top 14

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