One of the trends we are seeing today in mobility is relocation companies differentiating themselves using metric scorecards to track customer satisfaction and quality scores for improvement. Many companies use a post-move survey at the completion of the relocation to get feedback from the customer in many areas from home marketing assistance to temporary housing to moving the household goods. This feedback has excellent data for external client reviews, as well as internal teammate reviews for recognition and improvement.
The common thread to achieve success for improvement in any process for service and quality in an organization is COMMITMENT! Excellence starts with a commitment from all stakeholders with an intense focus on process improvement to be the best in class.
When it comes to moving the household goods, United Van Lines partners with a neutral third party company to provide post-move surveys to each customer moving which helps rate the best moving companies for success as well as identify areas for improvement for each office throughout the US. The post move survey focuses on communication, quality, and the overall moving experience. United Van Lines provides post move survey ratings for each office across the US to review for improvement each year and recognizes the top quality provider in each class at the annual UniGroup convention.
A few years ago, the Armstrong Relocation leadership team committed to including quality service score metrics as one of their top business goals in the company to elevate the focus on the customer and help employees identify an area to measure success.
In October of 2016, Armstrong Relocation Dallas office will be recognized among hundreds of agents as the WINNER OF THE 2016 Customer Choice Award at the UniGroup Convention for largest agent class. This recognition is more than providing best in class service and quality for our customers. It’s about collaboration among teammates and playing their role to provide excellence for each customer from the surveyor to coordinator to operations to moving crews to auditing and invoicing to be THE CUSTOMER’S CHOICE! It’s about a COMMITMENT to every customer, and every employee, on every move!
Congratulations to Armstrong Relocation and Companies in Dallas, Texas for winning the prestigious 2016 United Van Lines “Customer Choice Award”!
Quote of the Day… “The Goal is more than the Role.” -Darren Hardy
Call to action: Reach out to your relo partner to learn how they are performing when it comes to quality moving services and discuss areas of improvement. I am also happy to meet with you to share how we achieved our quality scores to rank best in the US! We would enjoy building a partnership with your team too!
This has been “A Relocation Minute” on “Commitment to Customer Choice” with Bruce Waller, for more information on relocation resources, call 972-389-5673, or email firstname.lastname@example.org. Follow me on Twitter too!