The troubling results of a study on how many funeral directors deal with families seeking a direct cremation of a decedent can be distilled down to two questions: Who are you and what do you want?
Those queries point to a massive disconnect between consumers and funeral directors when it comes to what families are seeking and what funeral homes are delivering in cremation cases, according to statistics gathered by Fortitude Research and Marketing on behalf of the Cremation Association of North America.
“There were not a lot of indications that funeral professionals are really listening,” a CANA summary of the study stated. “If the top two starters are ‘Who are you and what do you want?,’ there is concern that these folks may be jumping ahead to the deal–and leaving little room for conversation or personalization.
The study, many of the statistics of which were included in an earlier report published by Foresight, indicated that, when it comes to cremation, funeral homes are often neglecting what had been a key part of their businesses–memorialization. Establishing a rapport with families and genuinely exploring who the decedent was take a back seat to business considerations, the study found.
For example, 25 percent of funeral directors reported that they began conversations with families by asking about their relationship to the deceased. Another 22 percent asked whether consumers wanted a burial or cremation. That means that 47 percent of consumers are being faced first with those questions about identity and desire.
“Pleasantries” and condolences were cited by 20 percent of respondents as their opening, and 19 percent said they led with the demographics of the decedent.
The results, CANA said, raise questions about whether funeral directors are investing as much time in consumers seeking cremation as they do for those seeking full burial. That indicates a missed opportunity, CANA argued.
“Maybe most importantly–if consumers say they want cremation, then what? What are the follow-up questions that you answer or ask? What more do you need to know?” CANA asked. “Do you need to ask all the same questions that you would of the casketed burial customer? Do you need to spend the same amount of time with a cremation customer? We argue that you should–or that you might actually need to spend more time.”
CANA pointed to Foresight’s finds that only 37 percent of consumers surveyed said they were adequately educated about their options, while 76 percent of funeral professionals said that education was provided.
“If professionals are actually providing it, it’s clearly not effective because the consumer is reporting that they’re not getting the education they need,” CANA explained. “This creates an uncertain consumer.”
That uncertainty is leading to a loss of satisfaction with the funeral industry, Foresight reported. In 2021, about 64 percent of consumers said they were satisfied with the funeral profession. But 2025, that number had dipped to 61 percent. Foresight argued that, although, the drop in satisfaction seemed small, it indicated an unsettling trend.
Part of that downward trend is reflected in how funeral directors deal with cremation consumers. When asked about how many families will choose to have some kind of memorialization, funeral directors reported that about 60 percent of families said they would, and 40 percent said they would not.
Of that 60 percent, how many families would choose to have the funeral home assist with their memorialization plans? Again, about 60 said the funeral home would be asked to assist, according to the study. That means that approximately 36 percent of the funeral home’s entire customer base would use the funeral home’s services for memorialization.
CANA pointed out that other studies show that 100 percent of families plan to hold some kind of memorialization service.
“Cremation is an opportunity to [do it yourself], personalize and have a meaningful experience unlike previous experiences. This disconnect points to a huge missed opportunity,” CANA stressed.
The answer lies in education and connection, CANA said. While a first question from a consumer about cremation may focus on price, it is likely not the only question. Spending time with a family and talking to them about memorialization and how the funeral home can help is time well spent, the association said.
“Objections to cremation with service offerings can probably be overcome with better consumer education,” CANA reported.
Better education can also reduce the gaps between how funeral directors believe they are doing their jobs and how consumers see their work. That, in turn, could reap financial benefits.
“Addressing these gaps in understanding creates a force multiplier,” CANA said. “You are not only addressing a customer service need, you are uncovering potential revenue streams.”