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In October 2022, all Funeral Directors and Stonemasons used by Braintree District Council were invited to take part in a customer satisfaction survey to score and comment on the overall performance and service standards provided by the Council’s Cemeteries Team. A total of 81 questionnaires were sent out and 20 people responded, representing a response rate of 25%. 1 survey was also returned saying they no longer work in our Cemeteries so could not complete the Survey.
Questions
Strongly Agree
Agree
Disagree
Strongly Disagree
N/A
Strongly Agree or Agree
Disagree or strongly disagree
I found it easy to contact Cemeteries Service Staff
18
2
0
0
0
100%
0%
The Staff were polite and friendly, and they understood my requirements
18
2
0
0
0
100%
0%
The information provided to me was clear and easy to understand
18
2
0
0
0
100%
0%
I felt that my client’s funeral booking, or memorial application was treated fairly
15
2
0
0
3
100%
0%
I found it easy to track the progress of my funeral booking or memorial application
15
2
0
0
3
100%
0%
I found it easy to find the necessary information on the Council's website
12
6
0
0
2
100%
0%
Overall, I am satisfied with the way my funeral booking or memorial application was handled
17
2
0
0
1
100%
0%
Managers Comments
We have considered the comments and feedback from all our valued customers, especially regarding the funeral booking system, which works well for most of the Funeral Directors, Families, Ministers etc. who want to continue with the status quo.
We will endeavor to improve cover over lunchtimes where practicable within the constraints of a small team which covers 4 cemeteries in 3 towns.
Maps are sent to both Funeral Directors and Stone Masons upon request and we will continue this practice.
The Cemeteries Service team take great pride in building and maintaining professional relationships as well as providing a high-quality service to all of our customers. It’s therefore very gratifying to receive such positive and constructive comments which we will use to.
Comments and Suggestions
- The Staff are always pleasant and very helpful.
- We sometimes find booking funerals into the diary can be significantly delayed due to the cemetery diary management. If a booking is put in in the middle of the day you can’t take another booking. With 4 Cemeteries and limited gravedigger facilities this can delay a family to a long wait for a funeral. Ideally if you can only do 2 funerals a day it would be helpful if a morning and afternoon slot can be allocated. It would also be helpful if at lunchtimes the phones were covered by staggered staffing so bookings can be made, and enquiries answered. But overall, you are all very helpful and we have a good working relationship with you all and are grateful for your help and support.
- Would just like to thank the Team for assisting us and always being helpful with every enquiry.
- In our experience we have always received a very good service.
- Wonderful Staff
- Excellent Service - Thank you.
- I have only made enquiries about an ashes interment so can’t comment on the booking process. My enquiry was handled well and met my needs.
- Always an excellent service
- All the Staff are wonderful, always extremely friendly, helpful, and efficient.
- We have always received fabulous service and support from all members of the Team and would like to thank you for your professional and reliable service.
- A map showing plot numbers of each Cemetery would be helpful
- I do not do a lot of work in your Cemeteries but when I do I find no problem with the staff or the way they deal with matters. Always very helpful.