Foresight on 
Is Our Profession Having a Full-Blown Customer Service Crisis?
A Customer Service Wake-Up Call for the Funeral Profession
New FCCBS data reveals a growing disconnect—and what to do about it.
The 2025 Funeral and Cemetery Consumer Behavior Study (FCCBS) uncovers something alarming: a widening gap between what families expect and what funeral providers are actually delivering.
While the profession has long prided itself on compassion and care, the numbers—and the stories—tell a different tale this year. The new FCCBS white paper goes deep on these findings and what they mean for your business.
Here’s what you’ll learn:
- Only 37% of consumers say they were educated about their options
- Ratings of honesty and professionalism have declined steadily since 2021
- Many providers are unknowingly undermining trust through poor communication, pricing confusion, and lack of transparency
- Even industry insiders say customer service is the #1 issue we must address
Real Stories. Real Data. Real Warning Signs.
We include a behind-the-scenes case study of one funeral service insider navigating a funeral arrangement for a loved one—revealing firsthand where we are falling short.
But here’s the good news: The white paper doesn’t just identify the problems—it offers solutions. From transparency strategies to consumer education, this is a roadmap for delivering better service and driving stronger results.
Download the full White Paper today. What you discover might just reshape the way you serve today’s families—and prepare your business for tomorrow.