The Quality Index is an internal monitoring system designed to provide valuable
feedback from our customers on the various moving services they received. The Quality
Index is based on the customer's perception of their moving experience. An independent
research firm randomly surveys customers after they're finished moving to learn
how North America Van Lines performed, from packing moving boxes through to final
delivery. Every Agent and Driver is assigned a quality rating based on the responses
to the survey questions. We use this system to learn about what's important to our
customers and to continually improve our moving services.
Professional Driver Development
All North American Van Lines Drivers and professional movers go through a detailed
qualification process and hands-on moving services training program. The training
includes safe loading and unloading techniques to ensure safe moving of household
effects, customer service, communication skills and claims prevention skills.
Driver Quality Performance Rating
We also track our Agents', Drivers' and professional movers' cargo handling performance
through our Quality Performance Rating Program. Every North American Van Lines Agent
and Driver is assessed a rating, based on their performance in loading, transportation
and unloading skills, to ensure exceptional moving services are provided for all
of our customers.
Agent Safety Officer Program
Safety is essential to every North American Van Lines move, on and off the road.
The Agent Safety Officer Program educates our Agents about formal vehicle inspections,
implements safety precautions and keeps drivers up-to-date on all moving services
from loading and unloading to driving techniques.