Why care and feedback matter in funeral

When someone close to you dies, it can be one of the hardest things anyone will ever go through. Grief is deeply personal, often overwhelming, and people going through it need compassion, understanding and support they can rely on.

At Central Co-op, we believe that caring for those who are bereaved and honouring the memory of the person who has died is at the very heart of what we do. A funeral is never just a day. It’s a deeply important moment for families and friends to say goodbye in a way that reflects the life, values and personality of their loved one.

Every person is unique, and every farewell should be too. That’s why we take time to really listen to the families we support. Whether it’s helping to plan a quiet, simple service or a highly personalised tribute, we aim to deliver care that is meaningful, respectful and filled with compassion.

But our care doesn’t end when the service is over. We believe that being truly supportive means always striving to do better. That’s why feedback is so important to us - it helps us reflect, improve and ensure we’re offering the very best care, every step of the way.

We know how important it is to understand the experiences of the people we’ve supported. That’s why we invite feedback in a few different ways, including personal messages, internal satisfaction surveys (CSAT), and independent review platforms like Trustpilot.

Trustpilot is an open, trusted space where families can share honest reviews of the support they’ve received. These reviews are public and unfiltered, and that’s what makes them so powerful. They not only help others feel reassured that they’ll be treated with care and dignity, but they help us see where we’re getting it right and where there may be room to do better.

Every month, we invite a number of families to share their thoughts on Trustpilot. They might talk about the compassion of their funeral director, the thoughtful touches that made a difference, or how supported they felt throughout. Sometimes, the feedback highlights areas we hadn’t considered, and that insight is invaluable.

We take every review seriously. Positive feedback helps us recognise and thank the colleagues who make a real difference. Constructive feedback helps guide our training, shape our services and ensure that every family, no matter where they are, receives the high standard of care we’re committed to delivering.

In addition to Trustpilot, we also use internal Customer Satisfaction (CSAT) surveys to gather more detailed feedback from families. These surveys give us a clearer picture of how well we’ve supported someone through a deeply emotional time - not just in terms of logistics, but in how they felt: understood, respected and cared for.

The insights from CSAT often highlight individuals who’ve gone above and beyond. They also help us maintain consistency across our branches and services, and they’re essential for ensuring our teams have the support and training they need.

Whether it’s a thank you card, a review or a survey response, every voice helps shape the care we provide. Feedback confirms when we’ve made a positive difference. And when it points to something we could do better, we welcome that too.

Because for us, supporting grieving families isn’t just about today. It’s about learning, evolving, and making sure we’re always delivering the care people deserve. With dignity, respect and heart.

To everyone who has taken the time to share their experience with us: thank you. Your words help us grow, and they help others find comfort in knowing they’re in safe hands.