The Metropolitan Cemeteries Board (MCB) undertakes an annual Customer Satisfaction Survey to understand the experiences of families who have recently used its funeral, burial, cremation and memorial services. The survey provides feedback on service quality, facilities, customer interactions and the overall customer experience, helping identify strengths and opportunities for improvement. Findings inform service planning, operational improvements and future investment across MCB cemeteries and memorial parks. The survey also monitors organisational performance and provides Key Performance Indicators (KPIs) for inclusion in the MCB Annual Report.
The 2025–26 survey was sent to people who had arranged a funeral, cremation, burial, mausoleum interment or memorial service between 8 January 2025 and 7 January 2026. Visitors and general mourners were not included, ensuring feedback was gathered directly from customers who had engaged with MCB services.
A total of 2,000 surveys were distributed by independent research provider Research Solutions. Participants received a personalised survey invitation by mail, with the option to respond by post or online. The survey was conducted between 20 March and 22 May 2026, with the closing date extended to 9 June 2026 to allow for late responses and improve participation rates.
The survey generated 499 completed responses, representing a response rate of 26.2%. Sixty-six recipients opted out of participating and a further 27 survey packs were returned undelivered. The resulting sample provides a confidence interval of ±4.2% at a 95% confidence level, providing a robust measure of customer sentiment.
Overall, customer satisfaction with MCB services remains exceptionally high. Families continue to report positive experiences across key service areas, including staff professionalism, compassion, facility presentation, cultural responsiveness and service quality. The results that follow provide valuable insights into customer experiences and help guide the ongoing delivery and improvement of services that meet community needs and expectations.
The below document presents a snapshot of the feedback we received.
