Family Contact Program

About Family Contact | Program Materials & Features | Opt-In Services | How it Works | Awards and Recognition | Request a Sample Packet | Schedule a One-On-One Web Meeting | Join the Family Contact Program | Contact Us!


What is the Family Contact Program?

Golden Rule firms know that families come first, which is why OGR created The Family Contact Program. The Family Contact Program is a FREE member benefit that is simple to use and offers valuable information on your funeral home's operations, services and staff through surveying families you've served.

The Family Contact survey helps assess whether funeral homes are meeting Golden Rule standards. Each question asked helps to insure members maintain the values that our membership holds dear. How do you know if the families you serve are truly satisfied? Will they tell other families about their experience with your staff and arrangements conference? Are they interested in pre-arranging? OGR's Family Contact Program can find these answers and more.

"When a change needs to be made, the fastest way to know is through the survey program. We all know our business is changing, so it is very important to be ahead of what families want."

Sara Walsh
Faulmann & Walsh Golden Rule Funeral Home
Fraser, Michigan

  • Learn what families thought of your services, ceremony, merchandise, and staff
  • Monitor areas of your funeral home and services that need improvement
  • Learn why families chose your funeral home
  • Recognize employees for superior service
  • Learn if you are meeting expectations on services
  • Receive suggestions on ways to improve
  • Optional Mailing Service
  • Recognition on social media
  • Eligibility for the Exemplary Service Awards
  • FREE member benefit!

The benefits don't end there! The program also offers resources and services catered towards members' needs to help them maintain their oaths as Golden Rule funeral homes. Are you keeping up with the Golden Rule? Find out by joining the Family Contact Program today.

International members can also take advantage of this member benefit by using the online version of the survey. Contact OGR to learn more.



Family Contact Program Materials & Features

Personalized Review of Service survey with your funeral home name, location, and unique Family Contact ID included on it. This all new family-friendly survey was developed in direct response to the information Golden Rule firms found most useful for improving or securing their funeral homes. Get the information that you really need to know!

Customized Online Survey Link to give to families. Not interested in mailing off the survey? Families are now able to take the Family Contact survey online.

Official OGR Letter of Explanation that you may send out with the survey that explains who OGR is and the importance of filling out the survey.

"The survey helps us know where we are dropping the ball and where we are doing an excellent job."

Linda Holman
Boone Family Funeral Home
West Jefferson, NC

Mail Out Envelopes (the outer envelope) imprinted with the Golden Rule logo.

Business Reply Envelopes for the family to return the completed survey to OGR for processing.

Family Contact Newsletter with your monthly reports. The newsletter contains special announcements, suggestions, and reminders for Family Contact participants as well as Room for Improvement and Above & Beyond comments from survey responses received each month.

Monthly and Annual Reports that communicate a plethora of information about your funeral home and its operations.  These professional reports also include visual graphs that are not only pleasing to the eye but also make the data more accessible.

Online Reports Feature allows Family Contact participants to receive a notification every month when their reports are ready. Participants are able to log onto a secure, private website to view, save and/or download their monthly reports and other files related to the Family Contact Program using a secure access link and code. The online reports feature offers the following benefits:

  • Quick Delivery - No more waiting for the mailman. Participants have the efficiency and stability of always having access to their reports in a timely manner.
  • Easy Access - Never lose a survey again! Scans of the original surveys are accessible to participants through the online reports. They can download, print and save them at their own convenience.
  • Convenient Storage - Past reports are just a few clicks away. No need for participants to dig through any paper files. Just turn on the computer.


How the Family Contact Program Works

When you feel an appropriate amount of time has passed after a service, you will send the family a Family Contact packet or an email with a link to the online survey.  The Family Contact packet includes the printed survey, OGR's letter of explanation, a business reply envelope for families to return the survey to OGR and an outer envelope to put the materials in. The family will then complete the survey and return it to OGR. OGR compiles the results into a monthly report that you will receive along with the original surveys. Each January, you will also receive a special annual report that compares your firm's performance to all participating OGR firms.

The Family Contact Newsletter is sent out with the monthly reports. Various comments that families make are selected and used in the Family Contact newsletter for the "Above & Beyond" and "Room for Improvement" sections ("Room for Improvement" comments are kept anonymous).  Above & Beyond comments are also highlighted in the OGR quarterly publication, The Independent, and spotlighted on OGR's Facebook page every week. Above & Beyond comments that fit the criteria are nominated for the Exemplary Service Awards presented at OGR's Annual Conference.


Opt In Services for the Family Contact Program

Survey Mailing Service Option: OGR offers a mailing service option to make using the Family Contact Program as convenient as possible. Whether you don't have time to send out the family feedback surveys or whether you prefer to have less work to worry about, let OGR do it for you and just receive a full report with the returned surveys every month. The cost of the mailing service option is $1 per address. Mailing Service Sign Up Here! To download a template of the mailing contact sheet, click here.

Care Card Program: Want to send families aftercare materials as well as get their feedback? Sign up families for OGR's Care Card Program. OGR will mail families 5 sympathy cards with 5 grief recovery inserts during key times of the year as well as send them the Family Contact survey. LEARN MORE.

Paper Reports Option: For $60 per location per year, OGR will mail you a paper copy of your funeral home's Family Contact Monthly Report and original survey responses each month with the option to renew after the year ends. This averages out to $5 a month to cover postage, printing and labor. Paper Reports Sign Up! The paper monthly reports include:

      • a 5 page Family Contact Monthly Report summarizing all responses
      • a 1 page (2-sided) Family Contact Monthly Newsletter
      • all original survey responses received for the funeral home during the month

Survey Printing Option: OGR offers to print the Family Contact surveys for your funeral home for $.50 cents per survey, which includes shipping. If you are interested in having your surveys printed and shipped to your funeral home, order here.

Funeral Care Brochure Mailing Service: OGR will send out Funeral Care Brochures on behalf of your funeral home whenever you receive a request for more information on a returned Family Contact survey. The requested information will be sent to families that indicated on the Family Contact survey (in reference to question 11) that they want more information on specific funeral-related topics. LEARN MORE.


Awards and Recognition

The Exemplary Service Awards: The Exemplary Service Awards recognize Golden Rule firms that have displayed outstanding professionalism and exemplary service. The Exemplary Service Award is given to the top three nominees every year chosen anonymously by OGR members and is based on feedback OGR receives through the Family Contact Program.These awards are presented at the OGR Annual Conference. Each award recipient is given an engraved plaque to display in their funeral home. They are also featured in The Independent magazine, an OGR press release, an OGR blog and on social media.

The Independent Magazine: Above & Beyond comments are positive comments taken from the surveys and many are printed in OGR’s member magazine, The Independent Magazine, in order to spotlight the great service that Family Contact participants are giving to the families they serve.

Social Media: Above & Beyond comments are positive comments taken from the surveys and many are made into memes for social media use. A different meme is posted every Thursday on Facebook with the spotlighted funeral home tagged so that they can share the post with their friends, family and community. alt

Family Feedback is a Gift!


Request a Sample Packet

alt OGR’s Family Contact Program is available exclusively to OGR members at no cost. Click here to request a sample packet or to sign up for the Family Contact Program.

Not a member? Click here to find out how you can gain access to the Family Contact Program and other great OGR benefits. 



"The Family Contact Program gives us the opportunity to understand what is important to families. By reviewing the family feedback, we realize whether or not we have a balanced organization."

~John Christian of Cassaday-Turkle-Christian Funeral Home, Alliance, OH


How to Join the Family Contact Program

Ready to join Family Contact? Simply fill out the online form and check the box next to the "Sign me up!" option or contact OGR or by phone at 800-637-8030.


Contact Us!

Feel free to contact OGR, 800-637-8030, for any inquiries or additional information.