3/9/2005
North American and Global Van Lines Agents Receive Customer Choice Quality Awards
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 agent’s salespeople and the crew’s 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 agent’s 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
• Andy’s 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.
About North American and Global Van LinesNorth American and Global Van Lines are both wholly owned subsidiaries of SIRVA, Inc., (NYSE: SIR), a global relocation services provider. North American Van Lines, Inc., established in 1933, and Global Van Lines, established in 1957, are leaders in providing relocation solutions to a well-established and diverse customer base around the world. The van lines, with headquarters in Fort Wayne, Ind., and more than 500 agents, handle corporate, government, military and private relocations and operate in the U.S., Canada and more than 100 countries worldwide. More information on North American can be found on the Internet at www.navl.com and information on Global Van Lines is located at www.globalvanlines.com.
Forward-Looking Statements
This release includes forward-looking statements within the meaning of the U.S. Private Securities Litigation Reform Act of 1995. Forward-looking statements are not historical, but are made based on management’s current expectations and beliefs concerning future developments and their potential effects upon SIRVA, Inc. and its subsidiaries. There can be no assurance that future developments affecting us will be those anticipated by management. These forward-looking statements are not a guarantee of future performance and involve risks, uncertainties and other factors, including without limitation those described under the caption “Business-Investment Considerations” and other risks described in our 2003 Annual Report on Form 10-K and Quarterly Reports on Form 10-Q. We do not intend, and are under no obligation, to update any particular forward-looking statement included in this release.
Media Contacts
Judy Wohlt
Manager
Corporate Communications
SIRVA, Inc.
630.468.4886 (work)
630.802.1299 (cell)
Kristin McCormick
JSH&A Public Relations
630.932.9346
