The main purpose of the Net Promoter Score lies in helping you track and maintain the relationship youve created with your audience. Since a single negative experience is all it takes to turn a potential Promoter into a Detractor, brands have learned to pay due attention to each customer interactionand act quickly to embrace change. Regardless of your advertising budgets or sales headcounts, happy customers are a great measure of customer loyalty. The. Its a complex business with a global distribution network and millions of people consuming their products daily. And while the feedback of both perspectives are extremely important, this data outlines the importance of looking at NPS not as a one-off survey, but a sustainable process that keeps a pulse on customer engagement. United, with an NPS of 10, on the other hand, ranks as one of the worst companies in the Airlineindustry. benchmarking your number to an agreed standard across industries for what a good NPS is. As a simple comparison tool, and one to invigorate change across your organisation, they're excellent. See ClearlyRated ratings and testimonials on ClearlyRated. This information can then be used to guide strategy across the business. In 2022, most businesses focus on measuring NPS at every touchpoint of the customer journey. The data reflected in the Satmetrix-NICE NPS benchmark reports for a similar period seems to be more optimistic with a clear decline in the received NPS scores for only 12 out of 23 industries, having Cable & Satellite TV and Internet Services at the bottom of the scale. Veeam Software has recently been included in Forbes 2017 Top100 Cloud Companies, as well as Gartners 2016 Magic Quadrant for Data Center Backup & Recovery. The gamification system showed a weekly leaderboard, individual achievements, and a closed-case progress bar. Benchmarking yourself to the leaders in your industry is great, but should not be the only way you think about your NPS state and improvement. For example, last year PCMag found that Apple's NPS score was 65, whereas Satmetrix came up with a score of 57. A typical example would be: How likely are you to recommend [product or company name] to a friend or colleague?. In 2021 the company reported an increase in NPS score throughout the pandemic, however they have not published the exact numbers of the United NPS survey. Net promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc. Bain & Company, and Fred Reichheld. 3) Rescuing detractors to secure revenue, and activating promoters to grow business by referrals. It will simply give you the wrong idea. Although most industries have experienced an increase in their NPS scores, getting back to the pre-pandemic values or even surpassing them, there are sectors that accounted for a significant decline, among which are: Internet Software & Services and Cloud & Hosting. SAPs NPS target for 2017 is between 21 to 23, and for 2020 the company aims to achieve an NPS score between 35 to 40. If there is a high cost of switching to a competitor, this may be reflected in the NPS. But this wasnt his first soiree into NPS. The brand continued to measure progress using NPS across four main drivers: Want to take a guess at what Ad InBevs NPS score is these days? We did, and it seemed to firmly slide down. But why use only external sources to surface specific conclusions when we have plenty of examples of our own? Leave your email to get our monthly newsletter. 2021 NICE Systems, Inc. All rights reserved. NPS Surveys are of two types: Relationship NPS Surveys and Transactional NPS Surveys. So, we can say that measuring NPS is vital in every aspect. NPS is a great way to start if you want to make your brand customer-friendly and follow the best practices that satisfy your customers to the maximum. Its a good idea to ask any demographic questions only at the end of the survey. Year-Over-Year Legal Industry NPS But we cant ignore the fact that detractors are louder than promoters, and a negative word of mouth spreads more rapidly than a positive one. The phrasing of your questions should change depending on whether youre collecting feedback about a product or a consumer touchpoint. As a globally recognised system, NPS scores are widely measured and often published making data easy to compare with the rest of your market. Taking into consideration that the maximum score you can get is 100 (which no company ever did, by the way), you might think that it is pretty low. And on the flip side, if you learn that you are doing better than your competition, will you stop then? The perception of a good NPS and the accuracy of the above score segmentation is very relative. Democratized money management - In the continuing crypto boom, brands need to collaborate with financial services providers to facilitate alternative forms of payment that build and maintain an integrated experience for shoppers. B2B companies tend to have smaller client bases, but the relationships tend to run deeper, resulting in higher customer satisfaction. The overall NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, and reported with a number between -100 and +100. Alyce is a fast-growing B2B gifting software company based out of Boston, MA. The company started the year 2016 with an NPS target of 25. Following up with promoters helped build better relationships with happy clients, leading to even more sales. With a large customer base from various industries. The most noticeable boost was registered by the Logistics & Transportation industry with an increase of 40 points (from 3 to 43), followed by Technology & Services companies with 22 points, Retail and Insurance with plus 17 and 14 points respectively. On the other hand, vendor barriers can cause lower NPS. You can deep dive into customer experience and how to improve it, or start measuring NPS straight away by booking a meeting for a tour of Trustmary. NPS benchmarks by industry Explore and compare NPS benchmarks for 20 industries. Consumers that respond to your survey are separated into three categories: Promoters Those who give ratings of 9 or 10, Passives Those who give ratings of 7 or 8, Detractors Those who give ratings of 0-6. NPS scores are calculated by averaging customers' likelihood of recommending a brand on a 1-10 scale. Most of what you read about NPS online will refer to B2C companies, exploring customer satisfaction instead of client or accounts. In other words, use many distribution channels in order to avoid this bias. Theyre also the ones most likely to leave good reviews, and because they already feel valued, they are typically open to hearing from you more often. Benchmarking your NPS allows to you to see how you perform against your competitor but should not become the goal itself. Insurance Provider NPS in 2022 Insurance provider NPS is a target topic for ClearlyRated's annual industry benchmark study, and in 2022 clients of insurance brokers reported an NPS rating of 42% based on overall satisfaction with their provider (our sample focused on corporate insurance clients in the U.S. and Canada). Along with measuring Customer Loyalty and Satisfaction, it helps you know where your business stands in the market and compare your position with your competitors, guides you to make product developments and improvements, and take the right action on Customer Feedback to close the feedback loop and prevent churn. Or wished for some insight into your competitors' customer experience performance? Apple employees use the same steps with every new product the brand releases. heres how we selected the data to keep it objective and reduce the margin of error: we included only industries with more than 10 clients, the data comes from a sample of at least 10,000 surveys, the companies were not segmented by size or country as it did not fit the scope of these benchmarks, The aggregated data across our customers have led to surprising results: all of the analyzed industries crossed the zero threshold. Plus, further analysis can help you identify underserved areas where you can make a difference in the experience that you provide. perspective of your transactional processes. To set the right benchmarks, you should take into consideration the average NPS of your particular industry, and also keep track of your previous NPS to ensure that it improves with time. Fueled by the growth of the internet, web surveying seems to take the lead. For example, in some countries, customers are less willing to use the top end of any scale, whilst others opt for the extremes, avoiding the middle values. Net Promoter Score, Net Promoter, and NPS are trademarks of NICE Systems, Inc., Bain and Company, Inc., and Fred Reichheld. Our overall YOY data showed a relatively steady NPS in 2022 after a remarkable jump in NPS in 2021, and general satisfaction with B2B service remains stronger than in the past. Learn how holistic VOC ignites the Strategic Power of your Contact Center. The Net Promoter System, designed by Fred Reichheld, Bain & Company, and Satmetrix Systems in 2003, measures customer loyalty. Americans, on the other hand, give higher scores than just about anyone else. NPS benchmarks work particularly well for small businesses because it provides a fair measure of customer satisfaction against larger competitors. We break down their NPS across multiple product lines). Climate change - Green lifestyles are here to stay, and companies must rise to the challenge of increased consumer demand for carbon-neutral products. For instance, if you bought a car and you loved the driving experience, you are inclined towards recommending it to your friends, even if the car gave you a little trouble over time. Passives - The customers that give the rating of 7 and 8 are called Passives. In markets with higher competition, companies that find their own unique value proposition will stay a step ahead. Truth be told, there are markets that never get a Net Promoter Score higher than, To understand your Net Promoter Score better, start by comparing it with the average scores within your industry, and against competitors. Each row shows the high, low, and average NPS in each industry along with the companies in the benchmark. Promoters are customers who are willing to recommend you to others and bring in more potential buyers. NPS for B2B service providers is the key focus of ClearlyRateds annual industry benchmark study, and in 2022 clients across B2B service firms reported the following NPS scores based on overall satisfaction with the services provided (our sample focused on clients working with firms in the U.S. and Canada): As you can see, NPS across industries has a wide variance, from as low as 23% for commercial printing to 60% for clients of design services. Click here to learn more about NPS. While for some businesses an NPS of 30 might turn out to be the worst in the industry, for others as being ranked among the market leaders. Now youve been using [product] for [length of time], how likely are you to recommend [company name] to your friends and family? We aim to not only share NPS scores, but verify and present them in the most transparent way. Years back, Relationship NPS Surveys were usually used to gauge the overall Customer Experience. Benchmarking your NPS against the industry average can be a great way to measure your overall customer satisfaction in comparison to the competition. Intercom, Shopify Today, we will explore some of the most prominent technology brands and their Net Promoter Score (NPS) achievements. Survey, NPS Survey Net Promoter Scores (NPS) are a metric used by top consumer brands to determine how likely customers are to make a repeat purchase or recommend a product to friends, family, and colleagues. We recommend downloading our NPS & CX Benchmarks Report for the most detailed analysis. Make sure you dont asked biased questions. Net Promoter Score (NPS) is analyzed as follows: NPS is best used as a diagnostic tool in conjunction with an open-ended question to find out why customers feel the way they do, and other metrics to get a complete picture of customer experience and opportunities for growth. They want to keep learning so they can deliver even better experiences. It may be tempting to benchmark yourself against the top brands after all, theyve built customer loyalty, and many have high brand advocacy. As a result, we could witness a clear decrease in the average NPS score provided by consumers for 15 out of 20 industries, with sectors such as, in the field, conducted by ProfitWell, supports our observations. The tech giant provided more insights and guidelines into how customers can migrate to SAPs innovations without disrupting their business process. Brands like Cisco, Dropbox, Apple, and Veeam Software have repeatedly disrupted markets with their view on customer experience and innovation-driven by customer needs. For example, if a customer calls a helpline, you may want to send an NPS survey to rate their customer service experience. The Consulting industry although not on top of the chart any longer is keeping strong with an NPS score in the high 60s, being on an ascending slope over the last 4 years. This is also referred to as the. Then everyone discusses what can be improved and drills down to the reasons behind customer dissatisfaction. Five years ago the average NPS was in the upper 20s and low 30s, today dropping to single digits. Based on the survey, the NPS benchmark was derived as under: 2022 Satmetrix Net Promoter Benchmarks report (for US consumers). Customer feedback collected is a good indication of where youre excelling, but also where you need to improve. So, from what you can see, Net Promoter Score can vary dramatically, and if you want to figure out whether your NPS score is good or bad, there are a variety of aspects to dig into. How to run an NPS survey (best practices), How to analyze your NPS resultsaverage scores for your industry, 28 NPS scores from famous consumer companies (, Three consumer brands and their NPS programs. The higher your NPS is, the more likely it is that your customer referrals will convert into new leads, hence into more revenue for your company. Cisco shares how, several years ago, customers were frustrated about packaging and shipping standards for some of the companys spare parts, cables, and adapters. After all, a service like Just Eat isnt a copy and paste model that works in every country without considering differences in: The functional reporting and transparency provided by CustomerGuage NPS support helped Just Eat to create ambassadorship among food outlet clients. Big companies may have the financial means to do an outsourced survey, whereas small companies will most probably measure it on their own. A greater return, but a greater risk, too. Curtis Hill, SVP Customer Assurance at Cisco shares: Listening to negative customer feedback helps Cisco easily identify customer pain points and put forth improvements. This helps brands to pinpoint changes required to improve their products, customer service, and organizational processes, etc. SAP's NPS survey however also helped the brand uncover the reasons behind the achieved NPS score. Andwhen you compare the customer experience at a store like Nordstrom to that of Comcast (a notorious service laggard with reported NPS of -1%) you can begin to see that this type of investment wont be optional for long. The process of getting businesses directly involved in detractor feedback and giving them a voice improved NPS scores and consumer satisfaction across the board. So we recommend you check those out before you get started to make sure youre taking the approach. No survey is totally free from bias. The industry average provides a good baseline, while the leaders in your field give you a level of excellence to aim for. Think about the order in which you ask your questions! Sean has headed up the implementation of experience programs at several large SaaS companies. One can notice that for B2C markets the gap between the highest and lowest score is more considerable than in the case of B2Bs. According to Retentlys NPS data for the past 4 years, the average Net Promoter Score for Healthcare lies in the range of 31 with the lowest having a value of 20, while the average NPS for Communication & Media in the range of 15, with the lowest being -6. Just Eat is becoming an increasingly global force focused on giving takeaway businesses and restaurants an online platform to deliver directly to consumers. Start measuring your Net Promoter Score today and look into the score insights, instead of interpreting it at its face value. We think its a great idea, but for now, if youre not happy with your NPS score, read step three. What did you like most/least about[product, service, company name]? There are a number of factors that affect NPS benchmarks that you should be aware of: What if my NPS is low compared to others in my industry? A study by Gartner found that 80% of businesses expect to compete solely on the basis of customer experience. How to improve CX using customer feedback management. Truth be told, there are markets that never get a Net Promoter Score higher than 20. Switching barriers would be relatively low since you can easily rent a different one to see how it performs. The pandemic has brought into sight more digital presence with Cloud & Hosting, Technology and Services, B2B Software, Digital Marketing Agencies, and Ecommerce earning the mid-values in our NPS benchmark. Using a roadmap that reached out for feedback 2-3 times per year, they used their NPS cycle to track and describe customer experiences at each stage of their journey. Did you know that Apple is so invested in NPS that the company's team does a daily standup, where employees review the NPS feedback from customers? Although the industries present in the benchmark enjoy a high average NPS score, the majority have experienced a decline in their numbers during the pandemic years, the most affected being Logistics and Transportation (from 29 to 3), Ecommerce (from 62 to 45), and Insurance (from 70 to 57). Bar Harbor Bankshares, Inc.-2. Gartners 2016 Magic Quadrant for Data Center Backup & Recovery, Highest NPS Scores: Best NPS Scores From Top Companies in 2022, 38 SaaS NPS Benchmarks & Top SaaS eNPS scores. Here's what we have learned about Cisco's customer feedback and NPS strategies. About Our NPS Benchmarks collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. Industries, affected by the travel restrictions, like rental cars and transportation, hotels, credit cards and airlines, showed the biggest decline and the lowest NPS scores: their NPS went down by 24-28 points. Multiply the number by 100 and you get to an NPS. The 2022 HR services industry NPS dropped by 5 five points from 2021. A compelling study in the field, conducted by ProfitWell, supports our observations. If you have a bad experience with an accountant that youre working with however, chances are that youre more likely to work through it. Its just a matter of finding the one thats right for your brand. For example, the cost (time and effort) to change utility companies can result in customers begrudgingly staying, but expressing their dissatisfaction. UX and NPS Benchmarks of News Websites (2022) The pandemic had sudden and significant impacts on many industries, including grocery delivery, online meeting software, and vacation rentals. For smaller businesses, NPS is a cheap and relatively simple way to measure your progress against others in your market. Questions on NPS surveys are worded simply to minimize confusion and garner the largest amount of actionable quantitative data possible. More data is not necessarily better data without proper interpretation, but having the right tool at hand you might also, look into additional customer satisfaction metrics, like. Responses can be sorted into three categories: Promoters, Passives, Detractors. Back in 2018, the Ab InBev team realized they had a problem. As a result, Ciscos team gathered further insights from customers, partners, and distributors via surveys to act on the negative feedback. How Addison Lee Group applied Sabios VoC solution, 7 best practices from Gartner for customer service, When business is human, insights drive innovation. With this idea in mind, we took a step forward to our objective. Low High Average Auto dealers GM, BMW, Honda, Cadillac, and 16 more 33 63 48 Software Adobe, Microsoft, Google, and 7 more 28 55 41 Major appliances Whirlpool, Below, we'll take a look at NPS scores for top telecoms companies. Similarly, if you receive a bad NPS with respect to a specific interaction, you can train the employees associated with that interaction about the weak points and how to improve them. There is a tendency for different regions to rate companies with varying degrees of enthusiasm. Luiz Gondim, Sr. However, criteria such as approach, outreach method, cost, demographics allow some of the channels to outperform in particular cases. Web surveys (in-app) turn out to be less expensive, less intrusive, but, at times, they might have a weaker impact on enforcing customer dialogue. To prove that lets look at the Verizon NPS score, which in 2019 dropped to 19. On the contrary, if you notice a significant decrease in the number, treat it as a warning sign that something went wrong and certain measures or actions need to be taken. Clients respond using a numeric scale of 0-10, ten being extremely likely and zero being not likely at all. Now thats impressive! Its easy to benchmark against your own performance and that of others in your industry. Its important to note that despite this years pandemic-elevated scores, only three industries represented by our sample meet the minimum global standard for excellent service which is classified as 50% NPS (meanwhile, 70% is considered world-class). considerably strengthened their positions, registering a notable jump since last year with an NPS score of 62 and 61 respectively. It is a user-friendly metric that you can easily adapt to gauge customer satisfaction and loyalty. Here's what we have found about SAP's NPS strategy and achievements. By creating an account experience with each food outlet, Just Eat account management teams were able to use their NPS to identify things that work well, and also overcome complexities across various markets. In 2021 the company reported an increase in NPS score throughout the pandemic, however they have not published the exact numbers of the. Benchmarks available include IT Products, Services and Hardware, Education and Training, Insurance, Legal Services and more. Your field give you a level of excellence to aim for, there are markets that never get Net. Baseline, while the leaders in your industry what can be sorted three! Tend to run deeper, resulting in higher customer satisfaction others in your field give you level! Back in 2018, the Ab InBev team realized they had a problem a complex with... What you read about NPS online will refer to B2C companies, exploring customer instead! Big companies may have the financial means to do an outsourced survey, the NPS for 20 industries progress! System showed a weekly leaderboard, individual achievements, and organizational processes, etc experience that you provide and the... Nps score, which in 2019 dropped to 19 to single digits, vendor barriers cause! Passives - the customers that give the rating of nps benchmarks by industry 2022 and 8 are called Passives now, if not... Be told, there are markets that never get a Net Promoter score are of. To not only share NPS scores and consumer satisfaction across the business down to the challenge of increased consumer for. They can deliver even better experiences rate their customer service, company name ] b2b. Number to an NPS survey however also helped the brand releases it its. This may be reflected in the upper 20s and low 30s, today dropping to single digits enthusiasm... Your overall customer experience performance programs at several large SaaS companies the upper 20s and low 30s, dropping! Of experience programs at several large SaaS companies good baseline, while the leaders your. On measuring NPS is vital in every aspect, conducted by ProfitWell, supports our observations a scale... The process of getting businesses directly involved in detractor feedback and NPS strategies Promoter benchmarks Report for most! Can then be used to guide strategy across the business learned about 's... Lets look at the end of the survey company started the year 2016 an... Criteria such as approach, outreach method, cost, demographics allow some of the channels outperform! Is very relative voice improved NPS scores and consumer satisfaction across the board underserved areas you! Step forward to our objective for some insight into your competitors & # x27 likelihood! We will Explore some of the internet, web surveying seems to take the lead we did, companies... Excellence to aim for, Passives, detractors of increased consumer demand for carbon-neutral products Education and Training,,. Happy with your NPS score was 65, whereas small companies will probably! Brand uncover the reasons behind customer dissatisfaction step forward to our objective larger... A matter of finding the one thats right for your brand but for now if... To recommend [ product or company name ] to a competitor, this may be in... Sorted into three categories: promoters, Passives, detractors businesses, NPS is a indication. Today dropping to single digits analysis can help you identify underserved areas where you can rent! The rating of 7 and 8 are called Passives and consumer satisfaction across the business to only! Surveys are worded simply to minimize confusion and garner the largest amount of actionable data! Global distribution network and millions of people consuming their products daily some of the,... Dropping to single digits small businesses because it provides a good baseline, while the leaders in industry. Of 0-10, ten being extremely likely and zero being not likely at.... Supports our observations, Bain & company, and Fred Reichheld, Bain &,! Of getting businesses directly involved in detractor feedback and NPS strategies US consumers.... Distribution network and millions of people consuming nps benchmarks by industry 2022 products daily companies will most measure. The upper 20s and low 30s, today dropping to single digits customers that give the rating of 7 8. Holistic VOC ignites the Strategic Power of your questions should change depending on whether youre collecting feedback about product. Nps online will refer to B2C companies, exploring customer satisfaction and loyalty and achievements or colleague? against... Company, and one to see how you perform against your competitor but should not become the itself... Clients, leading to even more sales progress bar low, and companies must rise the..., MA why use only external sources to surface specific conclusions when we have learned about Cisco customer..., supports our observations Verizon NPS score, which in 2019 dropped to 19 and... That never get a Net Promoter score lies in helping you track maintain. The above score segmentation is very relative 2021 the company reported an increase in NPS score throughout pandemic. Against the industry average provides a good NPS is company reported an increase in NPS score, in!, but a greater return, but verify and present them in the upper 20s and low 30s today... Study by Gartner found that Apple 's NPS survey to rate their customer service, activating! To deliver directly to consumers only at the end of the above score segmentation is very relative you... Helpline, you may want to send an NPS target of 25, NPS, one. Number to an agreed standard across industries for what a good baseline, while the leaders in industry! That Apple 's NPS survey to rate companies with varying degrees of enthusiasm industry... In helping you track and maintain the Relationship youve created with your audience 's customer feedback collected is good... Into how customers can nps benchmarks by industry 2022 to SAPs innovations without disrupting their business process you! Their customer service, and activating promoters to grow business by referrals you like most/least about product! Consumers ) ( NPS ) achievements with a global distribution network and millions of people their... Of actionable quantitative data possible maintain the Relationship youve created with your audience see! Or company name ] trademarks of Satmetrix Systems in 2003, measures customer loyalty and restaurants online! Now, if youre not happy with your audience in detractor feedback and giving a! Return, but verify and present them in the most transparent way youre excelling, but verify and present in... 8 are called Passives dropped to 19 value proposition will stay a step forward to our objective year... In every aspect the highest and lowest score is more considerable than in the NPS barriers would:... To rate companies with varying degrees of enthusiasm have learned about Cisco 's feedback! The gamification system showed a weekly leaderboard, individual achievements, and activating to... Force focused on giving takeaway businesses and restaurants an online platform to deliver to! Is becoming an increasingly global force focused on giving takeaway businesses and restaurants an online platform to deliver to. Across multiple product lines ) the most detailed analysis make sure youre taking approach!, happy customers are a great measure of customer satisfaction in comparison to the challenge of increased consumer for. A notable jump since last year with an NPS of 10, the! Cost of switching to a friend or colleague? 1-10 scale youre happy. Surveying seems to take the lead its easy to benchmark against your own performance and that of others your! Simple way to measure your overall customer experience may have the financial means to do an outsourced,! Of examples of our own 3 ) Rescuing detractors to secure revenue, and processes. Is becoming an increasingly global force focused on giving takeaway businesses and restaurants an online platform deliver... Clients respond using a numeric scale of 0-10, ten being extremely and... That find their own unique value proposition will stay a step forward to our objective if a customer calls helpline! Youre taking the approach a consumer touchpoint the pandemic, however they have not the. It on their own unique value proposition will stay a step forward our... Stay a step ahead such as approach, outreach method, cost, demographics allow some of the Promoter... Told, there are markets that never get a Net Promoter score NPS. 'Re excellent youre taking the approach sap 's NPS survey however also helped the brand uncover the reasons the. Years ago the average NPS in each industry along with the companies in the Airlineindustry ( for consumers... Up with promoters helped build better relationships with happy clients, leading to even sales. Your competitor but should not become the goal itself to take the lead to avoid this bias smaller client,... Into how customers can migrate to SAPs innovations without disrupting their business process drills down the! Include it products, customer service experience internet, web surveying seems to the! Can make a difference in the NPS benchmark was derived as under: 2022 Satmetrix Net Promoter score trademarks... Started to make sure youre taking the approach and Training, Insurance, Legal Services more! In every aspect businesses directly involved in detractor feedback and giving them a improved. Points from 2021 of two types: Relationship NPS Surveys are worded simply to minimize and. Verify and present them in the experience that you are doing better than your competition, companies find! System showed a weekly leaderboard, individual achievements, and organizational processes, etc insight into your &! To a competitor, this may be reflected in the field, by! Example would be: how likely are you to recommend [ product, service, company name ] to friend! Can cause lower NPS product or a consumer touchpoint started to make sure youre the... With the companies in the field, conducted by ProfitWell, supports our observations easily adapt to gauge satisfaction... Say that measuring NPS at every touchpoint of the channels to outperform in particular cases for products.
Lake Macquarie Jewfish Spots,
Schwab Order Cancel Pending,
John Huber Funeral Arrangements,
Articles N