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Our customers are at the heart of what we do. We are here to help them at one of the most difficult times in their lives and we are honored to serve the communities we are part of.

Listening to our customers and understanding their changing attitudes and lifestyles must drive what we do as a business.

Our brands, products, services and technology must reflect those changes and are the reason why we now offer enhanced choice and value-for-money. The high-quality of our offering, competitively priced, is how we will differentiate ourselves from the competition, both nationally and locally.

Every day we want to meet and exceed our customers’ expectations. We aim to do this by delivering excellent client service through the continued dedication of our people and by serving our customers with expertise, compassion and commitment.

Our clients rely on us to provide the highest possible standard of care and we strive to maintain and improve client satisfaction across our business. All Dignity funeral homes send a written survey to the families we serve, and the results continue to demonstrate this commitment.

OUR CLIENT SURVEY

· 99.9% thought our staff were respectful

· 99.8% thought our premises were clean and tidy

· 99.7% said our vehicles were clean and comfortable

· 99.6% agreed that our staff listened to their needs and wishes

· 99.2% of clients agreed that our staff had fully explained what would happen before and during the funeral

· 99.1% said that the funeral took place on time

· 99.1% agreed that our staff were compassionate and caring

· 98.9% said that we met or exceeded their expectations

· 97.7% of respondents said that they would recommend us

Dignity Prepaid Funeral Plans are designed to give our customers reassurance and peace of mind, knowing their funeral has been planned and paid for in advance. They are also designed to protect loved ones from the additional stress of arranging and paying for a funeral, when the time comes.

Dignity Funeral Plans recently won the Feefo Gold Service award, an independent seal of excellence that recognises businesses for delivering exceptional experiences, as rated by real customers.

We met the criteria of collecting at least 50 reviews between January 1st 2017 and December 31st 2017, with a Feefo service rating of between 4.5 and 5.0.

BRITISH HEART FOUNDATION

In 2018, Dignity raised £218,000 for its corporate charity, the British Heart Foundation, and has raised £448,000 since January 2017.

Fundraising initiatives include sponsored walks, marathons and skydives; selling lapel badges; football events, raffles, carol services and numerous cake sales and coffee mornings. Dignity also gave clients the option to make a charitable donation when adding a message of remembrance to our Memorial Christmas Trees.

CPR TRAINING

Every year 30,000 people in the UK have an out-of-hospital cardiac arrest, but the survival rate is less than one in ten. British Heart Foundation is on a mission to change that and want to increase the number of people that know how to save a life.

During our partnership there will opportunities for Dignity staff to learn Call Push Rescue (CPR) techniques that may help save a life.

DIGNITY SPONSORED DEFIBRILLATORS

A defibrillator is a device that gives a high energy electric shock to the heart through the chest wall to someone who is in cardiac arrest. This high energy shock is called defibrillation and it is an essential life saving step in the chain of survival.

There are already many defibrillators available in public places such as train stations, shopping centres, airports and leisure centres. These defibrillators are often known as public access defibrillators (PAD) as anyone can use them in an emergency.

Our partnership with British Heart Foundation enables us to purchase defibrillators to be located at crematoria for use in an emergency.

We are also looking to acquire defibrillators to be located on the exterior of funeral homes in areas where there is a high footfall and towns without existing defibrillators.

Dignity is proud to be affiliated with some of the most credible and trusted professional bodies in the industry and our accreditations demonstrate that we set the highest possible standards for funeral services.

We strive to set the bar for industry standards and provide a truly high quality, premium service that clients feel they can trust and rely upon. This is why working closely with these organisations means we can continue to uphold the very best industry practices.

These affiliations give our clients the insurance and security that our services are safe and secure. We aim to be open and transparent about our prices and services, and it is with the help of these professional bodies and accreditations that we can show people we really are what we claim to be.

These affiliations include National Association of Funeral Directors, Federation of Burial and Cremation Authorities, Funeral Planning Authority, National Funeral Trust and many more.