FORT WAYNE, Ind., March 9, 2005 Satisfied customers of North American and Global Van Lines have chosen the top-performing agents nationwide as recipients of the Customer Choice Quality Awards for moves completed in 2004.
The Customer Choice Quality Awards are based on independent surveys of North American and Global Van Lines customers. Survey answers are translated into a Quality Index, which is based solely on customers perceptions of the various services they have received during their relocation. Survey questions cover items from the point of sale to the moving and delivery of household goods and relate to specific performance roles an agent must fill. Each of these roles is rated in four categories: Overall, Origin, Hauling and Booking.
Understanding and meeting customer expectations of quality service is the key to overall customer satisfaction, said Lesli Birney, director of Quality for North American and Global Van Lines. These excellent survey ratings prove that our agents are going above and beyond to provide the best service for customers.
Origin excellence focuses on the performance of an agents salespeople and the crews packing skills. Hauling performance is rated on the professionalism and appearance of loaders and drivers as well as delivery timeliness and care. Booking focuses on the move coordinator and the move process. The Overall category considers an agents ability to deliver on all these performance roles.
Agents earning the North American Van Lines Customer Choice Quality Awards are:
Overall Quality Award
Ward North American, San Antonio, Texas
North American Moving & Storage, Fort Wayne, Ind.
Prager Moving & Storage Company, Naperville, Ill.
Beltmann Group / Executive Class, Cleveland, Ohio
Andys Transfer & Storage, Glendale, Calif.
University Moving & Storage Company, Cincinnati, Ohio
Schuman B-Line Moving & Storage, Inc., Oneonta, N.Y.
Ward North American, Garland, Texas
Herren's Twin City Moving & Storage, Inc., Lafayette, Ind.
Cook Moving & Storage, Cody, Wyo.
Keepit Safe Security Storage Systems, Ltd., Crystal River, Fla.
Brouwer Relocation Inc., Sioux Falls, S.D.
Lee Hawkes Transfer, Pocatello, Idaho
Richmond North American, Richmond, Ind.
Hathorn Transfer & Storage Company, Inc., Alexandria, La.
Top Origin Agents
Ward North American, San Antonio, Texas
Beltmann Group / Executive Class, Cleveland, Ohio
Schuman B-Line Moving & Storage, Inc., Oneonta, N.Y.
Keepit Safe Security Storage Systems, Ltd., Crystal River, Fla.
Lee Hawkes Transfer, Pocatello, Idaho
Top Hauling Agents
Ward North American, San Antonio, Texas
Beltmann Group / Executive Class, Cleveland, Ohio
Schuman B-Line Moving & Storage, Inc., Oneonta, N.Y.
Granite City Moving & Storage, Inc., Sartell, Minn.
Richmond North American, Richmond, Ind.
Top Booking Agents
North American Moving & Storage, Fort Wayne, Ind.
Beltmann Group / Executive Class, Cleveland, Ohio
B&J Moving & Storage, Inc., Lansing, Mich.
Cook Moving & Storage, Cody, Wyo.
Lee Hawkes Transfer, Pocatello, Idaho
Flowers Transfer Corporation, Broussard, La.
Agents awarded Global Van Lines Customer Choice Quality Awards include:
Merchants Moving & Storage, Inc., Hamilton, Mont.
Richards Moving & Storage, Inc., Salem, Ohio
American Movers Inc., Long Branch, N.J.