hoose
Behind
the change
We’ve done lots of great work already with our
Simple Funeral and updated child funeral policy
to help clients understand how much funerals cost
and to make sure this is clear as early as possible.
To find out whether clients understood
all the options open to them and the cost
of a funeral, we surveyed:
“It’s empowering to have
all the information so I could
think about it properly,
and talk to the Funeral
Director about it.”
48
people
in focus
groups
Focus groups of colleagues
Watford
3
600
people
online
Our survey included people who’d
arranged a funeral before and people
who hadn’t.
You’ll be able to give your feedback
on the new funeral arrangement choices
to help improve the way we talk to
clients about cost. And we’ll continue to
improve and develop this together.
Here’s just some of the feedback
our survey groups gave us on
the new At Need choices.
“It gives you the basics and you can personalise it
from there.” Glasgow
In training
You’ll see these new
choices from 17 July.
We’re spending four
weeks training 3,000 of
you on the changes.
“You’re not in a position where you don’t know
what the cost is.” Watford
“It’s very helpful and a good guideline to start
you off.” Leeds
“It’s more honest and open.” Leeds
“It’s obvious there are options and
that’s preferable.” Glasgow
All quotes are from a confidential survey and
feedback is anonymous.
Our Voice / June 2017
9