The objectives of this study are to:
- explore the value to the consumer of financing funerals through informal channels (e.g. burial societies and funeral parlours);
- assess the scale and nature of abuse in informal funeral parlours and current market factors mitigating such abuse.
- Customer experience of informal funeral financing: This aspect will explore the use of, perceived value/satisfaction with and potential negatives of all forms of informal financing of funerals, including but not limited to burial societies and policies from informal funeral policies.
- Customer satisfaction. Customer satisfaction with funeral parlours should be assessed by considering whether the customer received the quality of services promised, whether services were provided in a timely manner and whether the customer generally felt that the service accessed met their needs or provided the desired value.
- Nature and extent of abuse. Abuse could include instances where the funeral parlour defaulted, services were not delivered as agreed (e.g. only the coffin was provided, but not the service or function), where substandard services were provided (e.g. a coffin was provided that was of lesser quality than expected); where significant delays were experienced in accessing the services and whether a cash pay-out option was offered/available
- Market mitigating factors. It will be important to assess if there are factors that currently mitigate abuse by informal funeral parlours (e.g. standing in local community)
In line with Cenfri’s policy of transparency, answers to queries from one candidate will be circulated to all who indicated their intention to submit a proposal. For this purpose, please send an email Louise de Villiers by 13 November 2015 to indicate whether you intend to submit a proposal.